BenchmarkPortal Embarks on New Government Sector Initiative

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BenchmarkPortal’s Federal Service Improvement and Results Validation (Fed S.I.R.V.) solution benchmarks government agencies against the government sector as well as the private sector to help set realistic performance goals.

BenchmarkPortal is ready for this initiative and is perfectly poised to help the government contact centers realize inefficiencies and reduce costs

BenchmarkPortal, a leading contact center research and consulting organization, is embarking on a new initiative to help government customer contact centers optimize their centers in terms of efficiency and effectiveness by utilizing statistically validated analysis and best practices. Led by Ms. Caylee Drucker, who has over 27 years of government experience (military, government and contractor), BenchmarkPortal’s Federal Service Improvement and Results Validation (Fed S.I.R.V.) solution benchmarks government agencies against the government sector as well as the private sector to help set realistic performance goals. BenchmarkPortal’s Fed S.I.R.V. program ensures that government contact centers comply with Executive Order 12862, which requires federal call centers to benchmark themselves against equivalent private sector operations, and Executive Order 13571, which orders all Federal contact centers to assess their operations and submit a major service improvement which leverages technology. BenchmarkPortal holds a GSA contract (Contract # GS GS-35F-0401Y) to provide training services to government agencies (Federal, State, and Local). BenchmarkPortal’s experienced team has been benchmarking and analyzing government sector contact center data for over a decade, and is committed to helping improve the performance of government contact centers at the federal, state and local levels.

"I'm very excited to spearhead this government initiative. It's a new culture, which brings new processes and innovative thinking. BenchmarkPortal is ready for this initiative and is perfectly poised to help the government contact centers realize inefficiencies and reduce costs,” said Caylee Drucker, Business to Government Subject Matter Expert Consultant, BenchmarkPortal. “Reducing costs allows agencies to utilize funds for important unfunded requirements cut during the budget process."

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Crystal Kay
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