PA Consulting, the consultancy that’s bringing ingenuity to life, has won the
2021 Amazon Web Services’ Global Public Sector Partner Award for most valuable Amazon Connect deployment. The award has recognised PA’s work for launching the Wellbeing Automated Call Service (WACS) for Hampshire County Council, in just seven days. To develop WACS as quickly as possible, PA turned to proven technology, Amazon Connect, the cloud contact centre system from AWS.
With over 50,000 vulnerable people shielding at home during the COVID-19 pandemic, Hampshire County Council urgently needed to understand their support needs. It meant having to contact the residents regularly and this demand far exceeded the capacity of the Council’s traditional call centre teams.
WACS uses the database of shielding individuals to make an automated call asking people whether they need support or not. Anyone who replies ‘yes’ is immediately connected to a human call handler to arrange help. Using WACS, the Council was able to contact up to 2,500 people every day and by the end of the last lockdown in March 2021 almost 200,000 outbound calls had been made. As a direct result, thousands of clinically extremely vulnerable Hampshire residents received help, with tasks such as receiving food or medical supplies.
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