Modernizing Public Contact Centers: People, Processes, and Technology

Modernizing public contact centers requires more than adopting new technology. Agencies need to rethink how people, processes, and systems work together to deliver more accessible, reliable, and responsive services to residents.

Building on our summer series, Reimagining the Public Contact Center: Modern Strategies for Resident Service, this three-part series moves from modernization strategies to practical implementation. Learn how public agencies redesign workflows, coordinate teams, make procurement and technology decisions, and manage organizational change. Through real government examples and practical exercises, explore how to navigate implementation challenges, protect resident data, and evaluate whether improvements are delivering better services.

Develop practical approaches that frontline staff, managers, and technical teams can apply to modernize their own contact centers and sustain improvements over time.

Series Learning Goals

By the end of the series, participants will be able to:

• Redesign operations: Identify opportunities to improve contact center workflows, staffing, and coordination across departments.

• Make informed technology decisions: Assess procurement, technology integration, and data governance requirements for modernization.

• Manage implementation: Apply strategies for engaging frontline staff, coordinating teams, and navigating organizational change.

• Measure results: Identify meaningful performance indicators and use resident and staff feedback to evaluate and sustain improvements.