Reimagining the Public Contact Center: Modern Strategies for Resident Service

Public call centers — now more commonly known as contact centers, as residents increasingly interact with government through chat, email, and other digital channels beyond the phone — are one of the most important and sometimes overlooked parts of government service delivery. For many residents, a contact center is still the first and sometimes the only interaction with a public agency, especially when they need help accessing benefits, resolving a problem, or navigating a complex system. The quality of that interaction can shape whether people get the support they need and how they experience government as a whole.

Drawing on successful experiences with contact center modernization across the country, this three-part series helps public professionals learn proven techniques states and cities have used to bring down wait times, cut costs and improve resident experience. 

We will explore practical strategies including better design, new forms of staffing, and AI-enhanced workflows to improve service across all channels, while preserving the human connection residents deserve and workers want.