GOVERNMENT SOLUTIONS
Telesolutions for Government: ThinSourcing℠
ThinSourcing: A Highly Efficient and Productive Way for the
Government to Partner with DialAmerica
ThinSourcing, DialAmerica’s proprietary service delivery model, is an
intimate business relationship that is especially well suited for
government agency multichannel contact service. Under ThinSourcing, we
provide this service in a manner that is virtually indistinguishable
from the way the government itself would operate. In effect, there is a
very thin line between DialAmerica and the government agency.
Across the U.S., citizens increasingly need help accessing information
about government programs and benefits. Often, the questions they have
are personal, complicated and urgent. The call center they reach, in
many cases, is their only direct interaction with the government. That’s
why it is critical for this interaction to be seamless and for the
representative to be knowledgeable and sensitive so that the exchange is
a positive, productive citizen experience. The ThinSourcing model helps
to ensure this type of experience.
A DialAmerica ThinSourcing℠ relationship is built upon five key
components:
A custom solution
We develop a tailored solution that precisely meets the needs of the
government agency. Initially, DialAmerica acts very much like a
management consultant, assessing needs and formulating a detailed plan
of action. Unlike a consultant, however, we implement the agreed plan in
accordance with a clearly defined service level agreement and
performance metrics.
A seamless, secure technology platform
Seamless, secure technology is critical in a successful ThinSourcing
relationship. Our flawless integration with the government agency’s IT
system enables us to operate indistinguishably from the government
itself – both internally and externally.
An advanced recruiting, training and retention program
Hiring, training and retaining high-performance call center
representatives is perhaps the most important step to a successful
ThinSourcing relationship. We ensure that representatives are sensitive,
confident, responsible, quick-thinking, and articulate, and that they
can deliver helpful, accurate information in a thoughtful,
conversational but controlled manner.
A comprehensive, timely, transparent reporting system
Operating indistinguishably from the government means providing
performance data and analytical information on a continually updated and
fully transparent basis. This real-time reporting enables DialAmerica
and the government agency to accurately track progress, engage in an
open exchange of ideas and rapidly adjust program implementation, if
necessary, to achieve the objectives of the program.
An impeccable compliance process
At DialAmerica we recognize the essential need of government agencies to
operate in full compliance with all applicable laws and regulations. We
monitor and fully understand all relevant laws and regulations,
immediately informing all divisions of our company about any new
requirements or changes.
