The Environment Agency is the public body tasked with improving and protecting the environment in England and Wales. Faced with increasing demands on its network of over 40 regional/area offices, the agency needed to centralise customer contact provision. This would help it manage increased telephone and online enquiries. It would also satisfy demand for enhanced customer service flexibility and responsiveness - a key UK government priority. The Environment Agency selected IBM from several leading providers to develop and project manage the whole process.
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