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U.S Equal Employment Opportunity Commission Assessment of the National Call Center
Equal Employment Opportunity Commission and the House Science, State, Justice, Commerce Appropriations Subcommittee
The EEOC is currently piloting a National Call Center (NCC) to respond to nationwide inquiries from a centralized location as a method to improve customer service, optimize financial resources and redeploy limited employee resources. Implementing a toll-free National Call Center was one of three primary recommendations offered in an Academy study of the EEOC in 2003.
A two-year pilot of the NCC began in 2004 in 51 sites by contractor Pearson, Inc. The Office of the Inspector General (OIG) conducted an evaluation of the NCC in 2006 and found the NCC provided “timely customer service” for walk-ins and callers, and that the customer satisfaction rate compared favorably to other private and public sector organizations. However, the report noted operational shortcomings, ineffective procedures, and poor communications. Overall, the report recommended two divergent courses of action: either significantly improve the NCC or discontinue the NCC and redirect financial resources to increasing field staff and upgrading telephone technology.
The EEOC has contracted with the Academy to evaluate the action plan and provide recommendations for achieving full implementation of the NCC including the planned oversight procedures proposed by EEOC for NCC. This evaluation includes the use of technology, staffing levels and competencies, training, employee involvement and resources. In addition, the Academy will estimate the costs of replicating NCC operations within EEOC. Such estimates will be made assuming comparable staffing, process, technology and equipment, and include the resources EEOC would need to re-establish a comparable operation within the agency.
Joe Thompson
Starting
The Academy plans to appoint the following individuals to a Panel to oversee and direct the study. The public may comment by email on the composition of the Panel for a period of seven days after the posted date. Send comments to pebookall@napawash.org.
Charles W. Washington,* Chair—Former Dean, School of Arts and Sciences, Clark Atlanta University; Professor of Public Administration, Florida Atlantic University; Chair and Director, John C. Stennis Institute of Government, Mississippi State University; Associate Dean and Professor, School of Government and Business Administration, George Washington University.
Mitchell Rice* —Professor of Political Science and Director, Race and Ethnic Studies Institute, Bush School of Government and Public Service, Texas A&M University. Former Associate Professor and Professor, Louisiana State University, Baton Rouge; Assistant Professor and Associate Professor, Southwest Texas State University.
Gordon M. Sherman*—Principal, Lamon and Sherman Consulting, LLC. Former Director, Fidelity National Bank. Former positions with Social Security Administration, Atlanta Region: Regional Commissioner; Deputy Regional Commissioner; Principal Staff Officer, Office of Atlanta Regional Commissioner; Administrative and Staff Assistant. Director on bank boards, profit and non-profit organizations, civic associations.
* Academy Fellow
TBD
Peta-Gaye Bookall
Research Associate
pebookall@napawash.org
(202) 347-3190 x 3626
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