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Max St John

Launching social customer service at the FCO

FCOtravel on Twitter

Today the Foreign and Commonwealth Office announces the public launch of its consular support service on Twitter.

It is the latest milestone in a project working with NixonMcInnes to help integrate digital and social media into consular services.

The FCO’s dedicated travel advice and consular teams will be providing help and advice to British Nationals, before and during a trip abroad via @FCOtravel

Online and ready to help between 9am and 6pm Monday to Friday, the purpose of the service is to ensure that British people travelling overseas have a trouble-free trip, advising on passports, visas, travel safety, and more.

In the event that something goes wrong, the FCO can be contacted on Twitter for support. Where urgent help or personal information is needed, conversations can be quickly taken to phone or in person at a local embassy or consulate.

The launch follows a two-month pilot phase to trial the service and train staff involved in the delivery. It is part of a longer programme of work that NixonMcInnes and the FCO have been working on together to meet the increasing public demand for more accessible information and services online.

The project is leading the way in providing consular services to customers more quickly and directly, and is part of the UK government ‘digital by default’ agenda.

NixonMcInnes worked closely with the FCO’s consular staff to outline the strategy for building more digital ways of working and delivering its services, assisting with implementation through training, running Twitter simulations, creating governance and guidelines and coaching the leadership team.

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