Public Sector

Government agencies are rethinking how they operate, offering better service to citizens, and focusing on outcomes and accountability. While much has been done in improving the quality of citizen interaction through IVR, Web and other self-service methods, information accuracy is still a large source of dissatisfaction, according to a recent GAO report on Federal contact centers. With increased scrutiny on private-contractor managed contact centers, the challenge remains: how to continue to leverage commercial practices for improved citizen service while ensuring a high degree of government oversight and performance management.

CVP helps executives responsible for citizen care improve their service operations through customer experience monitoring solutions which allow them to independently assess the quality, accuracy, and timeliness of citizen service.

For public sector officials specifically charged with response management, CVP’s “Voice-of-Citizen” driven solutions can assist you in developing customer-interaction strategies and program operations management solutions for disaster assistance and grants disbursement.

CVP can help Program Managers, CIOs, and Ombudsmen become more efficient and effective.  Our experience in citizen care, coupled with our expertise in commercial best practices and ability to leverage the latest in information technology, have allowed us to help a wide variety of government agencies with help desk initiatives, independent quality monitoring for multi-channel contact centers, change management strategy, training and outreach programs, Information Security, and Program Management Office solutions. 

Contract Vehicles

• GSA Schedule 70
• MOBIS
• DHS BPA: GS-10F-06-LP-A-0004
• ED SAT Pool B: ED-CFO-10-A-0092

Customer Value Partners is an 8(a) certified company.