OUR CLIENTS HAVE STORIES TOO
London Councils represents London’s 32 borough councils and the City of London and run a number of direct services for member authorities including the Freedom Pass and Taxicard. Freedom Pass is Londoners’ concessionary travel pass available at all residents of pensionable age. London Councils needed to re-issue new concessionary smart cards to all existing pass holders (bulk renewal) as well as manage Freedom Pass churn. London Councils wanted to encourage on-line self-ordering.
The ESP group provided an integrated offer consisting of a purpose designed web portal for ordering, customer support and email/white mail support services. The ESP Group ensured customer service advisors were consistently sensitive to customer needs by providing an extensive in-house disability awareness training programme. All new and replacement passes were delivered from the Systex bureau in Hull.
“With the help of ESP Group, the renewal scheme was seamless and exceeded our expectations. More than 74% of card holders renewed online, which is a remarkable result considering 11% of those had never used the internet before.”
Councillor Julian Bell, Chairman Transport and Environment Committee