New Service Provision
- Why are CSCS moving to online applications?
For more than 20 years CSCS’s card application processing and contact centre support services have been delivered under contract by the Construction Industry Training Board (CITB).
In late 2017 CITB formally notified CSCS of their intention to withdraw from delivering the service. This provided CSCS with an exciting opportunity to identify and procure a modern service that will greatly improve the application process for our 1.5 million card holders.
- Does this mean CITB will no longer run the service?
Yes. Contracts have been awarded to the technology provider ICREON to build and maintain the new online application system and to the contact centre provider Teleperformance for telephone and other application support services.
In the meantime, we would like to reassure card holders and their employers that card application services will continue to operate as normal while the process of developing the new service provision takes place.
- When will CITB stop delivering the service?
We are working with our new suppliers to launch the new system by the end of 2019 at which time CITB will no longer deliver the service.
- Does this mean CITB will be selling CSCS to the private sector?
CSCS is an independent company and is not owned by CITB.
We are a not-for-profit limited company. CSCS directors are from employer organisations and unions representing the breadth of the industry. CITB do not have a stake in the ownership, management or strategic direction of CSCS.
- Why have CITB decided to exit the contract?
CITB are committed to doing things better by doing things differently. To deliver its strategy CITB will invest in three areas: Influencing and engaging, Evidence based research and Targeted funding. To achieve this CITB needs to change the way they do business. CITB will take on a strategic role influencing training provision to ensure that industry’s demands are met instead of the direct delivery of training. CITB will influence training competence to ensure that industry’s demands are met instead of the direct delivery and involvement in card schemes.
- What does this mean for CITB’s existing staff working on the CSCS contract?
The new service is planned to go live in late 2019, prior to that date CITB will be consulting with existing staff who may be impacted. In the meanwhile CSCS card application services will thus continue to operate as normal.
- Why Teleperformance and ICREON?
Throughout 2018 a detailed procurement process for both the contact centre and technology contracts took place. During this time potential providers were invited to submit their proposals for running the service. Shortlists were drawn up for both contracts and a number of providers for each contract were invited to interview.
Both Teleperformance and ICREON consistently demonstrated a high-quality approach to delivering the service and emerged as the standout candidates.
- Will I be able to apply for a CSCS card in the meantime?
The scheme will operate as normal while the process of transferring to the new suppliers takes place.
- Does this mean the price of the card will go up?
Despite our commitment to invest in the new service we have no plans to increase the cost of the card.
- What happens to my CSCS card now?
Nothing. This will not change how existing CSCS cards work. Please continue to use the card as you have always done.