What Responsive Government Looks Like: Designing Effective Public Contact Centers

Public contact centers are often the primary way residents interact with government,  yet many were built for a different era and haven't kept pace with resident expectations or modern service delivery. This workshop brings together practitioners from two state innovation agencies — the New Jersey Innovation Authority and Colorado Digital Service — who work alongside government agencies to modernize how public services are designed and delivered.

Drawing on their experience, the speakers will share what they've learned about what makes contact center modernization succeed or stall, where the biggest opportunities for improvement tend to lie, and how to build the case for change from the inside. Participants will learn about real examples from New Jersey and Colorado and leave with a clearer picture of what resident-centered contact center operations can look like — and a practical lens for evaluating their own.