Contact centers

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.

Related Policy

OMB Circular A-11 Section 280, Managing Customer Experience and Improving Service Delivery

OMB Circular A-11 Section 280, Managing Customer Experience and Improving Service Delivery
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Featured Resource

Fifteen Plays of Our Contact Center Approach

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.

Communities of practice

Join the Contact Center

Explore methods of service delivery that improve customer experience in government contact centers.

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