Will accelerate IT modernization and optimize external-facing contact centers across USDA.

We understand the importance of connecting customers with the right resources and expertise across all all information channels. Through conducting best practice research, the Contact Center CoE is developing a data-driven strategy leveraging proven practices and lessons learned from both public and private sector organizations. The goal is to establish a repeatable methodology to help agencies improve how they deliver services and interact with their citizens.

Service Offerings

  • Workflow documentation support
  • Knowledge management strategy development
  • Future state visioning support
  • Tailored best practice research
  • Contact center maturity assessment

Accomplishments

  • Launched and analyzed survey results to develop a comprehensive inventory of USDA’s external-facing contact centers (April 2018)
  • Leveraged preliminary Contact Center Maturity Index as a framework for assessing the current state of USDA’s contact center capabilities (April 2018)
  • Conducted best practice research to identify best-in-class contact center features enabling mission, increasing customer satisfaction, and reducing costs (April 2018)
  • Engaged with stakeholders within USDA and across federal government to identify areas of opportunity and lessons learned to expedite contact center optimization (April 2018)
  • Documented the current customer journey and interactions with USDA by mapping phone trees of external-facing contact centers (May 2018)