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Citizen Engagement Blog

IVR as a Shared Service Improves Citizen CX and Government Modernization Efforts

Federal, State and Local governments are promoting shared services to check some critical boxes:

  • Saving money by taking greater advantage of existing IT resources
  • Improving citizen customer service with limited resources
  • Reducing redundancy from multiple distributed and duplicative IT functions
  • Taking the next step in IT optimization, which began with datacenter consolidation
  • Supporting the move from on-premise infrastructure to the cloud

Take stock of shared service options and benefits to increase citizen customer service efficiencies. These facts and proof points will help.

Topics: Government customer service Open Government IVR Business Case IVR Customer Experience Human Services Industry Insights Process Improvement Service Delivery citizen customer service

Customer Service Challenges with an Aging Government Workforce


Population aging has been called the “silver tsunami,” as cited in the Pew Internet Project’s 2001 “Wired Seniors” report, which was a catalyst early warning sign of things to come. Now, it appears the wave of Baby Boomer retirements from the government is about to hit.

While this retirement juggernaut was originally supposed to crest in 2011, many public sector employees delayed their exit due to the economic effects of the recession. Currently, 2017 is the target year. Are you ready?

Topics: Government customer service IVR Customer Experience Contact Center Insights Process Improvement