Case study

HGS UK working with the Money Advice Service

HGS UK deliver for the Money Advice Service through the Contact Centre Service framework


Money Advice Service


Hinduja Global Solutions (HGS UK)

Contract description:

HGS are delivering multi channel tools for the Money Advice Service, who provide free and impartial money guidance to citizens.

Contract delivery area:

Scotland (borders)

Contract value:

£1,000,000 - £5,000,000

CCS Framework through which business was won:

RM3815 Contact Centre Services

Supplier factfile




Adam Foster

Date company established:


What the company does:

A global leader in business process management (BPM) and optimising the customer experience lifecycle, HGS combines technology-powered services in automation, analytics and digital with domain expertise focusing on back office processing, contact centres and HRO solutions to deliver transformational impact to clients. Part of the multi-billion dollar conglomerate Hinduja Group, HGS takes a true ‘globally local’ approach, with over 44,265 employees across 70 delivery centres in seven countries making a difference to some of the world’s leading brands. HGS have been supporting Public Sector clients for the past 15 years from our UK delivery centres.

Company location:

London, Preston, Selkirk


Annual turnover of company:


Number of employees:


Supplier’s experience

In relation to the contract awarded, how did you find the procurement process?

The overall procurement process was excellent and demonstrated how when customers engage with CCS and framework suppliers, it enables us to be able to provide tailored solutions that not only meet the current requirements, but can demonstrate the additional advantages that a contract will provide to the customer throughout the contract.

What worked well and what could have been done better?

In advance of the ITT release, all suppliers had the opportunity to meet with MAS, understand their brand values and customer services requirements whilst also hearing first hand from them the challenges they anticipated during the contract term, for which we could then develop the correct solutions.

What was/is/will be the outcome of the contract for the client?

We have focussed in the first 3 months on the development of a tier model that ensures customers with different types of enquiries are provided with the right information first time, without a need to transfer between staff. We have now started to use insight and reporting to recommend and develop the channels available to customers. HGS are working with MAS to launch WhatsApp and a video chat services, which will be available early 2019 to support existing phone, email and webchat channels.

How would you like to work with the public sector in the future?

The process used by MAS was an excellent showcase of how a procurement can drive the best solution from suppliers, who through managed two-way conversation across all suppliers, helps to develop the right long term cost effective solution, rather than focusing just on short term cost reduction.

Customer’s testimonial

“We’re pleased to be working with our partners HGS to provide free and impartial money guidance through our new Contact Centre in Selkirk. We have a great Customer Advisor Team ready to support the thousands of people who come to us each week seeking help on how to manage their money. Last year, our call centre delivered money guidance to over two hundred thousand people and we’re delighted to be taking this work forward with our new partners.”

John-Penberthy Smith, Customer Director at the Money Advice Service

Published 11 January 2019