Behind the images of Hurricane Katrina are companies and individuals working quickly and diligently to help victims resume normal lives. TeleTech Government Solutions is one such organization, providing business process center services that help citizens recover from natural and man-made disasters. Our efforts have made it possible for Gulf Coast residents to begin the process of filing claims to gain government assistance for their losses.

Two factors make TeleTech Government’s achievements remarkable: speed and scope. Within one week, we had six centers up and running and we hired and trained 500 specialists to take calls from hurricane victims, a number that would grow to 4,000 at the project’s highest point.

TeleTech Government Solutions works with the Department of State Bureau of Consular Affairs to establish and administer business process centers for the purpose of providing routine VISA information and scheduling appointments with embassies and consulates abroad for residents who are interested in traveling to the United States.

TeleTech Government Solutions provides multi-lingual customer management services in which specialists interact with citizens, providing interpretation and translation services for the Consular Information Services (CIS) in over 20 countries.

In 2010, the U.S. Census Bureau will focus on eliminating duplication of information to encourage increased response and automating of data to support the 2010 Decennial Census contract.

The contract includes systems, facilities, and staffing to capture and standardize census data via paper census forms, telephone, and the Internet. The Census Bureau, a division of the Commerce Department, will use the integrated response system to provide respondent assistance as well as data capture for the 2010 Census.

TeleTech Government Solutions utilizes TeleTech’s award-winning technology platform that combines the company’s core business process outsourcing (BPO) expertise with its sophisticated IP platform to provide a complete, end-to-end hosted solution.

The Census Bureau will benefit from key offerings within the solution, including:

• Agent desktop,
• Call flow routing, and
• Multi-channel call routing.

The Federal Deposit Insurance Corporation (FDIC) recognized the importance of financial education, particularly for people with little or no banking experience. That is why FDIC created Money Smart, a training program to help adults outside the financial mainstream.

In 2004, the FDIC approved a Hispanic Strategic Marketing Plan consisting of Spanish radio and newspaper advertising. The advertising is directed at consumers using a toll-free Spanish Money Smart Help Line, where individuals received information from live operators on Money Smart classes, Money Smart Alliance members, and general information on the Money Smart financial education program.

The FDIC contracted with TeleTech Government Solutions to help assist with the Money Smart program across 14 markets including: Los Angeles; New York; Miami-Ft. Lauderdale; Chicago; Dallas; San Antonio; McAllen; Washington D.C.; Atlanta; Boston; Denver; Austin; Kansas City; and Puerto Rico.

Science Application International Corporation (SAIC), the prime contractor to the FBI for the National Instant Background Check System (NICS) project, sub-contracted with TeleTech Government Solutions to provide a single, virtual contact center support.

The FBI selected TeleTech Government Solutions to meet a demanding implementation schedule and to provide an integrated solution encompassing:

• Consulting services,
• Customer management operations, and
• Network and systems integration

The NICS Section provides full service to Federal Firearms Licensees (FFLs) in 27 states and four U.S. territories.

Upon completion of the required Bureau of Alcohol, Tobacco, Firearms and Explosives (ATF) Form 4473, FFLs contact the FBI NICS Section, via a toll-free telephone number, or electronically through the NICS E-Check Internet System, to request a background check with the provided descriptive information.

When a computer containing sensitive, personal information on about 26.5 million veterans was stolen from the home of a Veterans Affairs (VA) analyst, the VA knew it needed a way to get information out fast and to answer thousands of calls from veterans concerned about the security of their private information.

In response, the FirstContact team immediately awarded the business to TeleTech Government Solutions, who as a FirstContact vendor, quickly recruited, hired, and trained nearly 1,500 specialists in less than three days.

The contact centers were ready to respond Monday morning, staying open from 8 a.m. to 9 p.m., Monday through Friday. By mid-week, the FirstContact vendor assessed the rapidly changing call volumes and worked closely with the VA to revise the task order so that the requirements for agent staffing matched incoming call volume.

During the first week of operations, 1-800 FED INFO received nearly 130,000 calls from veterans seeking additional information. An additional 1,300 email inquiries about the incident arrived and were answered in less than two days.

TeleTech Government Solutions was one of three vendors who subcontracted with a large telecommunications company to provide an advanced contact center service solution to help the Red Cross improve its emergency response for disaster victims.

TeleTech Government Solutions supported the call handling and case processing of thousands of claims from eligible Red Cross disaster victims. Disaster clients called an event-specific, toll-free number that routes to call centers and work-at-home agents, including U.S. veterans and disabled Americans who answered calls on behalf of the Red Cross from locations across the country.

The system screened callers for eligibility based on Red Cross requirements and provided information to eligible callers to receive emergency Red Cross assistance during a catastrophic event.

This service helped the Red Cross meet its disaster preparedness objectives enabling it to answer as many as 120,000 calls and to process as many as 100,000 individual cases each day.

USA Services, one of the presidential e-government initiatives, is an integral part of the President’s Management Agenda

Managed by GSA's Office of Citizen Services and Communications, the mission of USA Services is to deliver accurate, timely, and consistent answers and information about the government to its citizens.

TeleTech Government Solutions was hired to assist with handling misdirected telephone calls and e-mails by using information specialists to establish automated responses to citizen inquiries via the phone, and enhance web capability.

By using USA Services, federal agencies can:

• Improve service to citizens,
• Provide enhanced access for citizens to an agency’s information and services,
• Reduce agency infrastructure and labor expenses for centers to respond to e-mail and calls, and
• Improve agency compliance with federal policies including:
  • President’s Management Agenda,
  • E-Gov scorecard,
  • Clinger-Cohen Act (elimination of redundant IT efforts),
  • Executive Memorandum (requires agencies to be able to receive and respond to citizens via e-mail), and
  • MB Information Quality Guidelines