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 collaboration and working between councils and other public sector bodies including Transport for Wales (Trafnidiaeth Cymru), schools, NHS Trusts and GP services, providing a holistic service to citizens.

“Connecting Wales helps to transform the digital services of local government and the public sector in Wales and we look forward to many more councils and public sector bodies joining us in Connecting Wales.
It also allows the public sector to share resources, which is extremely helpful when staff may be impacted by events like COVID-19 and where demand for services increases sharply.”

Rob Thomas

Managing Director Vale of Glamorgan Council

Communication, Collaboration and Contact Centre Services

Connecting Wales allows Welsh public sector bodies to test out new technology in a less risky manner, with shared costs and collaborative working and greater flexibility to share the burden of new technological and communications developments. Cloud-based capabilities allow for greater remote working and provide greater recruitment opportunities in remote communities, without any adverse impact on services.

Subscribers to Connecting Wales can take all or any of the services available via the platform.

Aligning People, Process and Technology

Connecting Wales aligns people, process and technology behind a common vision. We work with potential members to understand current ways of working and organisational goals. We will share best practice from our current customers and will work with you to build your business case and demonstrate the value for money and ROI from joining Connecting Wales. Our sector leading citizen experience (CX) team can perform a data-led, outcome focused, diagnosis to get to the root cause of any issues your organisation is facing – using our unique best practice benchmarking exercise.

Solutions architects will create the technology roadmap for the integration of your existing systems and the adoption plan for future features and functionality. Our technology partner’s professional services and project management team support the delivery of the project every step of the way. Once the project is fully implemented, we complete a comprehensive service transition to FourNet’s service desk who can then fully manage the service going forward or support your in-house team.

The Connecting Wales framework has been created to enable any Welsh public sector body to procure the latest communication, collaboration and contact centre capabilities via the cloud; sharing costs, resources and technology.