A USA Today article broke down customer service failures by the U.S. Internal Revenue Service for the 2015 tax filing period. This is exactly the type of publicity no government agency wants. Yet at the state and local level, an embarrassing customer service meltdown may be inevitable. If, like the IRS, a state or local agency relies primarily on contact center agents or state workers to personally resolve an issue, a huge bottleneck can occur during peak usage periods or when an interruption or disaster occurs. And what if systems in place fail first, like this example shows?