Our recent survey, taking a temperature check of consumers’ views on data privacy, showed that a third of respondents across mainland Europe deemed Government bodies as one of the least secure sectors when it came to their data security. This gloomy statistic highlights a need for government departments and the public sector as a whole to invest in the necessary measures to safeguard citizens’ personal data in order to improve trust.

By their very nature, Government bodies process large amounts of personal information and are often required to record customer interactions for compliance purposes with regulatory bodies such as the Financial Conduct Authority (FCA).

Contact center customer service

So, just how can Government bodies make data handling as secure and efficient as possible, while meeting operational and regulatory requirements whilst providing a quality user-experience?

A good place to start is to ensure compliance with the requirements of the Payment Card Industry Data Security Standard (PCI DSS).

A set of 12 binding requirements designed to ensure complete data protection for merchants processing card payments from the major card schemes, PCI DSS also assists organisations with staying ahead of the curve when it comes to the continually evolving pressures of handling information privacy by preventing payment fraud online and over the telephone – the main payment methods utilised by governmental departments.

Recently, PCI Pal helped one of the largest public sector contact centres in the UK implement a secure payment solution that allows their agents to stay in conversation with the caller at all times, even as they enter their card details. Read the case study to find out how PCI Pal’s Agent Assist helped this Government body descope its contact centre from the requirements of PCI DSS while making payments as efficient as possible and improving user experience.