Government Services

Anticipating the 2009 transition of U.S. television stations from analog to digital transmission, the Federal Communications Commission (FCC) launched a national digital television (DTV) consumer education campaign. The campaign was established to help citizens adapt their older analog televisions to receive digital television signal transmissions. Given that the most affected consumers were likely to be late adopters of the technology, much of the consumer interaction was forecasted to occur over the telephone. The FCC contracted with TeleTech Government Solutions (TTGS) to implement the call center portion of their consumer education campaign. TTGS's support was provided in two rounds.

In nearly every country around the globe, governments are challenged to deliver an expanding set of services to a growing number of constituents whose expectations are increasing-with a budget that often is not. Addressing these expectations requires the achievement of savings obtained through enhanced efficiencies-and that, in turn, requires governments to integrate public service delivery.

The public sector no longer has a choice: it must revise its approach to serving constituents. Over the past 15 years, a growing focus on modernizing public service delivery to improve the efficiency and effectiveness of services has occurred. These service delivery programs are now pointing at integration as the key platform to maximize value to constituents while realizing efficiency savings at the same time.

Integrated public service delivery releases precious resources for higher priority tasks and is also proven to positively impact a country's competitiveness, quality of life, and constituents' trust. In this paper, the case is presented for integrated public service delivery as a way to engage constituents, heighten their satisfaction and to achieve tangible benefits for both governments and their constituents.