Transforming Federal Customer Service with Technology

Presented by Verizon

Brian Pancia, Sr Client Partner - Solutions at Verizon provides an in-depth look into the major challenges federal agencies face in adhering to executive orders on customer experience and adopting new technologies. He identifies three core issues: funding, personnel, and outdated technology. Pancia explains that federal agencies often struggle with limited funding, which impacts their ability to invest in new technologies and hire adequate personnel. These constraints lead to long wait times for customers, sometimes up to four hours, and necessitate innovative solutions to improve service efficiency.

To tackle these issues, Verizon has implemented various technological solutions in federal agencies. One notable example is the voice callback solution, which significantly reduces customer wait times by allowing them to receive a callback instead of waiting on hold. Additionally, natural language IVRs (Interactive Voice Response) systems are being used to handle common customer inquiries efficiently, freeing up agents to focus on more complex issues. These technologies have proven effective, with some agencies increasing their call answer rates from 12% to 88% in just two years.

Pancia also highlights the importance of continuous education and collaboration between federal agencies and industry experts. Educating agency personnel about new technologies and their benefits is crucial for successful implementation. Moreover, understanding and complying with government regulations, such as FedRAMP, is essential for ensuring the security and effectiveness of new technological solutions. This ongoing partnership helps agencies navigate the complexities of technology adoption and improve their customer service capabilities.

Key Takeaways:

1. Voice Callback Solutions: Implementing voice callback solutions has significantly reduced customer wait times and improved satisfaction.
   
   
2. Natural Language IVRs: The use of natural language IVRs enhances customer interaction by providing quick and accurate responses to common queries.
   
   
3. Education and Collaboration: Continuous education and collaboration between federal agencies and industry experts are vital for successful technology adoption and regulatory compliance.