Wow! Rosetta Carrington Lue successfully launched 24/7 White House VA Hotline project

I am proud to have been appointed by the Veterans Administration Secretary to successfully lead the project implementation team to launch the VA’s first non-clinical, non-emergency 24/7 White House VA Contact Center Hotline! VA announced that the White House VA Hotline, first launched in June as part of President Donald J. Trump’s commitment to reforming …

Bringing Government Agency Contact Centers and the Internet Together for a Seamless Customer Experience

Taxpayers often turn to the government when they are overwhelmed and stressed out by personal circumstances. A fragmented experience across government websites compounds their distress both increasing the burden on call center staff and the cost of meeting taxpayers needs. A consistent, thoughtfully designed experience (starting with websites and contact centers) will make a tremendous …

Using Human-Centered Design (HCD) Approach to Improve Your Government Contact Center’s Experience

Every interaction the taxpayer has with the government is a touch point that shapes their impression on the quality of service received based on a positive or negative experience. The contact centers for government are an integrated platform that provides taxpayers and their family members with accurate information about services and information that can provide …

Using Lean Management & Human-centered Design to Improve Government Customer Experience

Lean Management is a customer-centric methodology used to improve the current business process by using the DMAIC (Define, Measure, Analyze, Improve, and Control) technique. Following the DMAIC blueprint will provide organizations insight into what the actual root cause problem is by measuring and analyzing various data sets, and developing process flow maps to understand the …