The benefits of speaking with one voice

The Government Contact Center Council sent a report to the Obama administration in March 2009 that recommends that agencies create organizationwide governance bodies to ensure collaboration and coordination of all communications with their customers. The benefits of such an approach include:

  • Streamlined decision-making.
  • Maximized use of existing contact centers.
  • Economies of scale in operations.
  • Common solutions for sharing information.
  • Fewer redundancies in contact resources.
  • Reduced need for contractors.
  • More accurate information.
  • Higher-quality service.

Source: “Removing Barriers to Citizen Engagement


 In this report:

3 must-do's to improve citizen engagement

The benefits of speaking with one voice

Getting help with online communications


About the Author

Alan Joch is a freelance writer based in New Hampshire.

Featured

  • FCW Perspectives
    zero trust network

    Why zero trust is having a moment

    Improved technologies and growing threats have agencies actively pursuing dynamic and context-driven security.

  • Workforce
    online collaboration (elenabsl/Shutterstock.com)

    Federal employee job satisfaction climbed during pandemic

    The survey documents the rapid change to teleworking postures in government under the COVID-19 pandemic.

Stay Connected