Government Contact Centre Services
Clearanswer is an approved supplier on the Government Commercial Agency’s RM6295 Outsourced Services framework, Lot 1: Citizen Experience.
A trusted UK contact centre partner for public sector service delivery
Public sector contact is often complex, sensitive and high-volume. Citizens need clear answers, timely support and confidence that their information is handled securely.
Clearanswer combines UK-based contact centre delivery with operational experience, data-led performance management and a people-first culture. Our services are designed to help public sector organisations improve service accessibility, manage demand, support transformation and deliver consistent citizen experiences across voice and digital channels.
As an approved supplier on RM6295 Lot 1, Clearanswer can support buyers looking for a capable, UK-based partner for outsourced citizen experience services.
About RM6295 Lot 1: Citizen Experience
RM6295 Outsourced Services is the Government Commercial Agency framework for organisations looking to outsource contact centre solutions, citizen experience services and business process activity. The framework is available to central government departments, arm’s length bodies, devolved administrations, the wider public sector and third sector organisations.
Lot 1: Citizen Experience is focused on contact centre solutions and process administration services, including full inbound and outbound contact handling, workflow support and operational activity delivered by human agents and digital tools.
Clearanswer is listed as an approved supplier under Lot 1: Citizen Experience.
How Clearanswer can support public sector organisations
Clearanswer can support public sector and third sector organisations with flexible, UK-based citizen experience services, including:
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Responsive, empathetic support for enquiries, applications, service updates, appointments, payments, complaints and general assistance.
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Structured outbound calling for follow-ups, appointment reminders, service updates, customer engagement, verification activity and proactive support.
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Customer contact across voice, email, web chat, messaging and social channels, helping citizens access support in the way that works best for them.
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Back-office support linked to citizen-facing services, helping reduce backlogs, improve accuracy and keep frontline teams focused on resolution.
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Scalable support for seasonal demand, policy changes, campaigns, service disruption or unexpected increases in contact volumes.
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Operational reporting, quality monitoring and interaction analysis to help improve service performance, reduce avoidable contact and strengthen citizen outcomes.
Why choose Clearanswer?
UK-only delivery centres
Clearanswer delivers customer experience outsourcing entirely within the UK, with around 2,000 UK associates and three UK contact centres referenced across the current website.
Human-centred service delivery
Public sector contact requires empathy, clarity and consistency. Our teams are trained to represent each service carefully, helping citizens feel listened to, supported and guided through the right next step.
Built for scale and flexibility
We support millions of interactions every month and can scale teams around changing demand, seasonal peaks and campaign activity.
Operational insight &outcomes
Clearanswer uses real operational data, performance reporting and continuous improvement to identify demand drivers, reduce friction and improve the quality and efficiency of citizen contact.
Built for scale and flexibility
Security is embedded into Clearanswer’s operations, with recognised certifications and assurances including ISO/IEC 27001, Cyber Essentials Plus, PCI DSS compliance, ISO 22301, ISO 50001 and UK GDPR
A true extension of your team
We work as an operational partner, aligning training, tone of voice, processes, reporting and escalation routes around each client’s service objectives.
Committed to security, resilience and full compliance — so our clients can deliver CX with confidence.