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 Inadequate trunking, outdated queuing and lack of skills-based routing were addressed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