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

  • Cybersecurity
    Deputy Secretary of Homeland Security Alejandro Mayorkas  (U.S. Coast Guard photo by Petty Officer 3rd Class Lora Ratliff)

    Mayorkas announces cyber 'sprints' on ransomware, ICS, workforce

    The Homeland Security secretary announced a series of focused efforts to address issues around ransomware, critical infrastructure and the agency's workforce that will all be launched in the coming weeks.

  • IT Modernization
    Blue Signage and logo of the U.S. Department of Veterans Affairs

    VA plans 'strategic review' of $16B software program

    New Veterans Affairs chief Denis McDonough announced a "strategic review" of the agency's Electronic Health Record Modernization program of up to 12 weeks.

Stay Connected