{"id":52694,"date":"2022-07-12T21:20:33","date_gmt":"2022-07-13T04:20:33","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=52694"},"modified":"2025-06-24T18:43:26","modified_gmt":"2025-06-25T01:43:26","slug":"4-requirements-to-modernize-your-government-contact-center","status":"publish","type":"post","link":"\/us\/en\/blog\/4-requirements-to-modernize-your-government-contact-center\/","title":{"rendered":"4 requirements to modernize your government contact center"},"content":{"rendered":"<h2><b><a id=\"At\"><\/a>At a glance<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">This article discusses the following key points to help you build a more modernized government contact center:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Innovate with modern, cloud-based digital communications systems<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Centralize the citizen experience so you can better monitor and manage all facets of citizen engagement with government operations<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Enable your employees to deliver cross-channel access and communications as expected by citizens<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Improve employee morale so that your contact center reps can offer optimized, consistent experiences<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">\ud83d\udc40 \u200a\ud83d\udc40 Why do 56.7% of state and local agencies surveyed feel their citizen engagement and communications are very important? Grab our government research report to get the whole story.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/state-local-government-communications-and-collaboration.pdf\" data-id=\"69dc80a02a518\" id=\"69dc80a02a518\">\n\t\t<button tabindex=\"on\"  on=\"tap:69dc80a02a518.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the report<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40 \u200a\ud83d\udc40  Learn how the public sector is moving to cloud communications to better meet the expectations of the communities they serve.<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div><input type=\"hidden\" name=\"Asset_ID__c\" value=\"ODAM-02213\" class=\"download-form-input\"><\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Get some answers\">Get some answers<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69dc80a02a518.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<hr \/>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Technology has advanced a great deal in the last 10 to 20 years, but many government contact centers have not evolved as quickly. The hesitancy of government innovation in comparison to the more modernized private sector has been even more apparent during the pandemic.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><b><a id=\"Requirements\"><\/a>Requirements to modernize your government contact center<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">If government agencies really want to improve the <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/6-communications-best-practices-for-citizen-engagement\/\"><b>citizen experience<\/b><\/a><span style=\"font-weight: 400;\"> for their citizens, as the federal government has mandated, they must develop more modern contact centers. The following is an overview of several critical requirements to modernize your government contact center to set a future-forward course.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><b><a id=\"Cloud\"><\/a>1. Cloud-based innovation<\/b><\/h3>\n<p><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/reimagining-government-in-a-work-from-anywhere-world\/\"><b>Digital innovation<\/b><\/a><span style=\"font-weight: 400;\"> is essential to a modern government contact center. In particular, your tech infrastructure needs to leverage increased broadband access for communities along with the advantages of cloud-based systems.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A cloud-based system is more nimble, cost-effective, and secure than antiquated on-premises systems. It also allows you to scale your costs based on the number of users and needs, as opposed to making large upfront investments in physical hardware that you must then maintain.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With a cloud-based infrastructure, your agency is better positioned to take advantage of innovations such as artificial intelligence, machine and deep learning, and analytics. It is easy to integrate cloud-based applications to develop a comprehensive, holistic system for communications management.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><b><a id=\"Centralized\"><\/a>2. Centralized citizen experience<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Federal mandates in recent years have directed local and state governments to prioritize <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/making-the-case-for-robust-communications-at-the-local-agency-level\/\"><b>improvement in the citizen experience<\/b><\/a><span style=\"font-weight: 400;\">, or the level of service provided to constituents.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Segregated support and service activities put a huge burden on typical governments to meet growing CX demands. Governments have not adapted to centralized CX management as quickly and effectively as the private sector. Siloed operations are frustrating for citizens who feel like they have to talk to five different people to get five related pieces of information. That perception is problematic to your efforts to build citizen trust and encourage citizen engagement.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Instead, identify all aspects of your typical constituent experience with government. Develop a centralized hub to manage the experience across all connected offices and agencies. Empower each representative with the necessary visibility and tools to answer questions and resolve issues.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-52695\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/government-table.jpeg\" alt=\"Figure by Deloitte titled &quot;Contact Center of the future&quot; centers around three concepts: The agent &quot;cockpit&quot;; Customer experience hub; technology foundation.\" width=\"930\" height=\"954\" \/><\/p>\n<p>&nbsp;<\/p>\n<h3><b><a id=\"Cross\"><\/a>3. Cross-channel outreach and enablement<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">An important complement to centralized user experience management is <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/top-5-citizen-communication-challenges-for-government-agencies\/\"><b>cross-channel enablement<\/b><\/a><span style=\"font-weight: 400;\">. Society has advanced digitally to a point where typical people have high expectations for accessible, efficient responses across all popular methods of communication.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">One way to centralize your CX is with a citizen&#8217;s communications system designed as a seamless center for cross-channel interactions. A cloud-based, multi-channel <a href=\"https:\/\/www.ringcentral.com\/ccaas.html\">Contact Center as a Service (CCaaS)<\/a> enables your contact center employees to handle outbound and inbound interactions with people across all channels. This approach is much more efficient than having reps dedicated to support on single channels.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This type of communications system is why the shift from \u201c<a href=\"https:\/\/www.ringcentral.com\/call-center.html\">call center<\/a>\u201d to \u201ccontact center\u201d has occurred. This subtle transition in phrasing and thinking stems from the objective of treating each interaction the same regardless of the channel.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><b><a id=\"Improved\"><\/a>4. Improved employee morale<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">It is not just citizens you need to please in a modernized government contact center. You must care for employees as well. In fact, the only way to optimize the citizen experience is to optimize the <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/the-top-drivers-of-the-employee-experience-for-government-agencies\/\"><b>employee experience<\/b><\/a><span style=\"font-weight: 400;\">. Happy employees provide better and more efficient support.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Historically, government agencies and contact center employees have accepted cultural failings as the nature of the environment. However, private sector contact centers have worked to improve work culture and morale, and it shows in improved customer experiences.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Government agencies can achieve similar morale improvement in their contact center. Access to innovative communications systems is a critical way to boost employee morale as it helps them effectively and efficiently perform their key job functions. A higher rate of happy citizens means fewer frustrations for contact center reps.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The following are other ways you can improve morale in your contact center:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Accept and allow for the human experience:<\/b><span style=\"font-weight: 400;\"> Flexibility and adaptability to unexpected life events show support to your employees and give them peace of mind that their employer cares.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Offer proactive stress management: <\/b><span style=\"font-weight: 400;\">A quiet, safe space for a cool-down, meditation, or other self-care helps an employee prevent a bad interaction from snowballing.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Continue to coach, but stay positive: <\/b><span style=\"font-weight: 400;\">A positive tone combined with continued coaching is a powerful synergy.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Match worker skills to tasks:<\/b><span style=\"font-weight: 400;\"> Skill-based contact routing with a CCaaS allows citizens to connect with reps who have the requisite knowledge and skills to help the first time they make contact.<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2><b><a id=\"Modernize\"><\/a>Modernize your contact center with RingCentral<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Government agencies simply cannot afford to wait any longer to innovate. The more nimble private sector was forced to evolve even more rapidly than normal in response to the pandemic and digital communication requirements. Thankfully, rare relief and infrastructure <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/how-government-agencies-can-overcome-procurement-challenges-to-benefit-from-the-infrastructure-bill-and-arpa-funding\/\"><b>funding<\/b><\/a><span style=\"font-weight: 400;\"> has been dedicated to upgrading technology and broadband access, making now the time for government agencies to prioritize modernizing their communications systems.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">RingCentral for Government has best-in-class, cross-channel benefits designed for modern government contact centers. <\/span><a href=\"https:\/\/www.ringcentral.com\/office\/industry-solutions\/government-agencies.html?__mscta=3124_92311_3444\"><b>See our government solutions<\/b><\/a><span style=\"font-weight: 400;\"> and discover why RingCentral is the best way to move your contact center ahead.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>At a glance This article discusses the following key points to help you build a more modernized government contact center: Innovate with modern, cloud-based digital communications systems Centralize the citizen experience so you can better monitor and manage all facets of citizen engagement with government operations Enable your employees to deliver cross-channel access and communications &#8230;<\/p>\n","protected":false},"author":29,"featured_media":52696,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[43191],"tags":[43281,43280,10505],"class_list":["post-52694","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-government","tag-citizen-engagement","tag-citizen-outreach","tag-communications-strategy"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>4 requirements to modernize your government contact center | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Discover why RingCentral is the best way to move your government agency forward. 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