Contact center

Services

The Future of Government Digital Contact Centers

Turning government digital contact centers into an experience hub, not a cost center

Government contact centers can and should aim to create the best possible outcomes for their customers, agents, and the agency itself. This will require a deep understanding of user needs and making appropriate use of digital technologies. With an experienced team of professionals, Deloitte Digital Contact Centers (DCC) offers a pioneering approach to reinventing the government customer experience, moving beyond traditional call center paradigms. Our mission is clear: We aim to enhance your engagement with your customers. By integrating advanced Automation and GenAI Consulting, we empower smart government contact centers to produce the best possible outcomes for their customers, agents, and the agency at large. With the support of the Digital Contact Centers (DCC) team, you can transform your government contact center from a mere cost center into a dynamic experience hub.

What we do

At our Digital Contact Center Practice, we specialize in elevating the efficiency and effectiveness of government contact centers through a comprehensive range of services tailored to the unique needs of the public sector. Our offerings encompass Automation and GenAI Consulting, Technology Implementation, Strategic Assessments, and complete contact center operations, ensuring a holistic approach to modernizing client interactions.

Our team is adept at deploying the latest contact center technologies, from advanced telephony solutions to CRM systems and omnichannel platforms. This ensures that our clients are equipped with the best tools to serve their constituents effectively.
We conduct thorough assessments to identify key areas for improvement within contact center operations. Our strategic insights help tailor solutions that not only meet but exceed the operational goals of our clients.
From agent recruitment to deployment and ongoing training, our full-suite services ensure that every aspect of contact center management is covered. We handle provisioning, supervision, and all facets of day-to-day operations, allowing our clients to focus on their core mission without compromising on service quality.
We provide comprehensive solutions for agent deployment and workforce management, ensuring that staffing levels are optimized for peak efficiency. Our training programs are designed to equip agents with the necessary skills to handle complex queries and provide exceptional service.
Our approach to quality management involves continuous monitoring and evaluation of contact center activities. This ensures that our clients consistently deliver high-quality services that meet the expectations of the people, stakeholders, and citizens they serve.

Smart Contact Center Solutions

Our expert teams provide the strategy, engineering, tech implementations to power your contact center with these solutions.

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Why Deloitte?

The Digital Contact Centers practice brings extensive experience delivering and managing contact centers for partners at the federal and state governments, having built more than 20 digital contact centers. We bring leading practices in evolving government digital contact centers into customer-centric entities that maximize efficiency and effectiveness while remaining focused on the client’s mission and customer satisfaction. From strategy to implementation to operations, we help transform public service delivery managing end-to-end implementation and operations of your government and public-sector contact center needs.

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We can launch our client’s contact center into operation expediently to meet your customers’ needs. With systems built alongside our industry-leading partners, we leverage automation for efficient and enhanced experiences and design interfaces while keeping customer experience in mind. Leading with an innovate approach to contact centers and a wide range of experience, our adaptable teams and resources can enable your operation to withstand any challenge.

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Where we have served

Across the US, we have deployed and managed world-class contact centers for our Federal, State, and Higher Education clients, continually exceeding our clients’ expectations with the breadth, depth and quality of our work.

 

Our Impact

Our stories

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Reimagining the government contact center experience–serving people with empathetic technology
Government contact centers can deliver empathetic and effective assistance by putting technology in the service of people
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The future of government contact centers
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How governments can navigate a disrupted world
Foresight, agility, and resilience
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Podcast
When Disasters Hit, Governments Need to Mobilize
Marc Mancher joins the podcast to discuss crisis communication centers.
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When crisis hits, communication comes first

A crisis demands communication – fast. Front-line call center interactions can be a vital source of information about the challenges people might be experiencing because of the crisis. Read more on how government can quickly establish a contact center in times of need.

Get in touch

Shelly Metschan

Shelly Metschan

Managing Director, Government & Public Services | Deloitte Consulting LLP

Shelly is a managing director at Deloitte’s Government and Public Services sector, where she leads the multimillion-dollar Digital Contact Center practice. She brings more than 20 years of experience ... More

Sam Loewner

Sam Loewner

Senior Manager

Sam Loewner is a senior manager in Deloitte’s Government and Public Services (GPS) sector and leads business process outsourcing and contact center solutions for state and local agencies. His teams br... More

Casey Martner

Casey Martner

Senior Manager

Casey Martner, a Senior Manager at Deloitte's Government and Public Services sector, specializes in leading contact center transformations and managing operations for multiple federal agencies. With 1... More