What is
Connecting Wales?

Backed by the Welsh government, Connecting Wales is a framework which enables any Welsh public sector body to procure the latest communication, collaboration and contact centre capabilities via the cloud.

Connecting Wales is a pioneering shared contact centre platform for councils and other public sector organisations across Wales. It provides access to a modern digital platform that’s both affordable and efficient, and hands Welsh citizens more control over the services they receive and access to the information they need. The platform enables working between councils and other public sector bodies including NHS Trusts and GP services providing a holistic service to citizens

Using technology to transform service delivery

Connecting Wales can help Welsh Public Sector bodies deliver their legislative obligations and meet the needs of both citizens and employees.

There is growing citizen demand for simplified access to services both within and across the Public Sector, delivered via their channel of choice.  Connecting Wales helps support this Digital First agenda: offering citizens the choice to digitally self-serve or access support and services via the contact centre.

Connecting Wales enables Welsh public sector employees, whether contact centre or back office, to work from anywhere; helping support the Welsh government target of enabling 30% of Welsh employees to work remotely.  The platform is dual language and supports the government objective of 33% of the population being Welsh language speakers by 2050.

Designed in line with the Wellbeing of Future Generations Act; Connecting Wales is a solution for the long term benefit of Wales: encouraging collaboration within and between Public Sector bodies to support the delivery of integrated services across areas such as health, social care and housing.

Supporting the Welsh digital agenda

Connecting Wales is an integral part of delivering the Welsh Government’s digital-first agenda. The Connecting Wales board is comprised of representatives from many of the end-users of the service, as well as representatives from the key organisations driving Wales’ digital agenda:

  • Centre for Digital Public Services Wales
  • Chief Digital Officer for Wales
  • SOCITM Wales – Society for Innovation, Technology and Modernisation
  • PBSA – Public Sector Broadband Aggregation
  • Welsh Local Government Association




Contact centres




Public services delivered


Welsh Population



Benefits for Welsh public sector

“This project is an excellent example of what can be achieved when local authorities and other public sector organisations work together. I am delighted Welsh Government funding is supporting collaboration across local government, allowing them to develop and use innovative technology to provide a better service to their customers and to make their staff’s jobs easier.”

Julie James
Minister for Housing and Local Government

Citizen Benefits

Powered by FourNet

Connecting Wales was born from discussions at the Customer Focus Wales groups which identified that much of the Welsh Public Sector was facing the same challenges of ageing, obsolete technology in the face of increasing citizen expectations and reduced budgets.

Spearheaded by the Vale of Glamorgan Council, a business case was presented to the Welsh Government who have supported and funded the creation of the Connecting Wales framework and platform.

After a competitive tender, FourNet, the award-winning communication, collaboration and contact centre specialists for the public sector were appointed to deliver the service.