At the recent Digital Leaders Week event, Gina McConville (Head of Customer Service, Digital Shared Services) gave an insight in to the nidirect Contact Centre's successful provision of the Proxy Covid Vaccination Booking Service for the Department of Health.

Gina was also joined by Paula Maguire (nidirect Contract Manager, BT), Jessica Harpur (Customer nidirect Logo Service Representative, BT) and Linda McRandle (Digital Workforce and Communications Lead, Health and Social Care Board) who provided further understanding of the service across a range of varied viewpoints from the stakeholders involved.

The challenges faced during the pandemic has meant that the nidirect Contact Centre has had to embrace new innovative methods of engaging with their customers. With a large number of government buildings also closed to the public during the pandemic, it has been imperative to deliver and promote digital enablement solutions to communicate vital public information, maintain public engagement and provide essential services during the restrictions.

These factors were clearly embedded throughout the project delivery to tailor the Proxy Covid Vaccination Booking Service to the needs of citizens, whilst minimising disruption to other services.

Please watch the video presentation below to find out detailed information on the success of the project in recent months, as well as the collaborative journey taken to provide this key service for citizens in Northern Ireland.

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