When Planning Counts: Managing the 2011 Census Helpline

bss managed and implemented the helpline for the 2011 Census. During its 10 week operation the helpline successfully handled nearly one million phone calls from the public. Dani Muir, sales and marketing director at bss explains how the not for profit organisation worked closely with the Office for National Statistics (ONS) and Northern Ireland Statistics and Research Agency (NISRA) to manage the helpline and how the organisation successfully recruited and trained over 900 people for this ambitious project.

A census is conducted every ten years to provide a snapshot of the country's current population. This critical information allows central and local governments to plan the delivery of public services such as schools and transport. For the 2011 Census, 25 million households were sent questionnaires and a dedicated helpline was made available to provide support to those who required assistance in completing the form.

A consortium led by Lockheed Martin UK provided support for the operational systems needed for the 2011 Census and bss, the UK's only not for profit contact centre provider, was its partner, tasked with setting up and managing the helpline.

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