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Guidance on building better digital services in government
Government contact centers are centralized hubs for the public to access information, request services, and receive assistance.
Contact centers provide a centralized point of access, consolidating diverse services and information under one umbrella. This alleviates the burden on the public to navigate complex organizational structures to reach the agency they need. By streamlining access, contact centers empower individuals to engage with government services effectively, fostering a sense of ease and trust.
Following relevant laws, policies, and guidance, the Contact Center Center of Excellence (CoE) developed a 15-play Playbook for federal agencies that are looking to modernize and optimize their contact centers. While not every play will apply to your agency, these plays will get you started.
A contact center is supported by many technologies designed to enhance the customer experience, improve the operating and management efficiency, or lower the overall costs of running a contact center.
Low-cost, low-lift actions that any federal employee can take to improve customer experience.
It has been a year since USA.gov and USAGov en Español were relaunched using human-centered design principles. Using task backlog, the USAGov team has addressed content gaps, improved discoverability, and implemented technical updates. Through usability tests, visitor comments, and click behavior the team was able to unravel and respond to user feedback and unmet needs, leading to noticeable increases in visitor satisfaction and task accomplishment. Moving forward, the focus will shift to enhancing public engagement with the government, improving the search for benefits-related content, and exploring interactive and personalized user experiences. — via USA.gov
Every day, live agents at USA.gov’s Public Experience (PX) Contact Center answer questions from the public about government benefits and services. Learn how the PX Contact Center develops a workforce of excellent agents, using immersive onboarding, tailored and continuous training, feedback loops, and calibration meetings to empower their agents to deliver accurate information. USA.gov’s system for employee and contact center management ensures that every customer interaction leaves a lasting impact. — via USA.gov
Substance Abuse and Mental Health Services Administration (SAMHSA) recognizes the need for governments, states, territories, tribes, crisis centers, and partners to speak with one voice to ensure there is a clear understanding about what 988 is and how it will work. We encourage you to use these communication outreach materials and build upon them with your community coalitions to meet the needs of your specific audiences.
One powerful tool in the USAGov toolbelt is our interactive voice response (IVR) system in both English and Spanish through the USAGov Contact Center. — via USA.gov
Following relevant laws, policies, and guidance, the Contact Center Center of Excellence (CoE) developed a 15-play Playbook for federal agencies that are looking to modernize and optimize their contact centers. While not every play will apply to your agency, these plays will get you started.
A contact center is supported by many technologies designed to enhance the customer experience, improve the operating and management efficiency, or lower the overall costs of running a contact center.
Low-cost, low-lift actions that any federal employee can take to improve customer experience.
8 posts
It has been a year since USA.gov and USAGov en Español were relaunched using human-centered design principles. Using task backlog, the USAGov team has addressed content gaps, improved discoverability, and implemented technical updates. Through usability tests, visitor comments, and click behavior the team was able to unravel and respond to user feedback and unmet needs, leading to noticeable increases in visitor satisfaction and task accomplishment. Moving forward, the focus will shift to enhancing public engagement with the government, improving the search for benefits-related content, and exploring interactive and personalized user experiences. — via USA.gov
Every day, live agents at USA.gov’s Public Experience (PX) Contact Center answer questions from the public about government benefits and services. Learn how the PX Contact Center develops a workforce of excellent agents, using immersive onboarding, tailored and continuous training, feedback loops, and calibration meetings to empower their agents to deliver accurate information. USA.gov’s system for employee and contact center management ensures that every customer interaction leaves a lasting impact. — via USA.gov
Substance Abuse and Mental Health Services Administration (SAMHSA) recognizes the need for governments, states, territories, tribes, crisis centers, and partners to speak with one voice to ensure there is a clear understanding about what 988 is and how it will work. We encourage you to use these communication outreach materials and build upon them with your community coalitions to meet the needs of your specific audiences.
One powerful tool in the USAGov toolbelt is our interactive voice response (IVR) system in both English and Spanish through the USAGov Contact Center. — via USA.gov
In 2019, USA.gov received nearly half a million calls! Read about how they expanded their use of interactive voice response to better serve citizens and maximize their resources. — via USA.gov
The team at USAGov analyzed more than 13,000 chats and phone calls from the public, in both English and Spanish, and then tagged these inquiries by popular topic area. These are the top questions our government-wide contact center received over the last four months. — via USA.gov
Journey maps are a visual representation of a customer’s end to end journey with your product or service. They are a powerful tool for exploring key interactions and experiences with your organization, programs, and/or services. Journey maps describe a customer’s entire journey, even the parts that occur before and after contact with your organization. They
Digital.gov
An official website of the U.S. General Services Administration
