Case Studies / Program Management
Problem Resolution and Program Management of a Mission Critical, State-Wide Agency Operation
Government Industry
Scope
The Department of Employment Security for one of the largest states was confronted with rising unemployment claims and was unable to handle the mounting call volumes
This department was awarded a Federal Grant, which provided funding for a new phone system to improve call handing and customer service in its contact centers. It was imperative to invest the grant funds in a way that maximized benefits.
Results
In the initial engagement, NRG identified the key issues to be resolved with a new phone system. Inadequate trunking, outdated queuing and lack of skills-based routing were addressed
Technical assistance and sourcing support ensured a competitive RFP and vendor evaluation
Program Management discipline led the conversion of 4,000 existing phone systems to new VoIP systems, along with the associated cut over of voice and data lines
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