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Consolidated publication distribution services from 5 warehouses to single distribution center. Contact: Erin Richardson, Marketing & Customer Relations, National Contact Center, 404-210-8531 ebr1@cdc.gov Centers for Medicare and Medicaid Services Medicare and Medicaid account for one of the largest expenditures in the Federal budget, and is the world’s largest healthcare insurer that oversees healthcare services for roughly 43 million Medicare beneficiaries. Customer inquiry call volumes are significant, averaging 30 million calls a year. Since the launch of Medicare in 1966, beneficiaries had to navigate through several hundred 800 numbers because CMS’ call centers operated as a patchwork of 71 standalone centers. This fragmented infrastructure resulted in inconsistent customer service among contact centers and frustration on the part of the beneficiary, as well as high program costs. In 2002, CMS developed the Virtual Contact Center Strategy (VCS) to create a virtual, seamless environment that maximized the use of technologies, resources, and service effectiveness across contact centers. The implementation of the VCS consolidated the 71 standalone call centers, into one Beneficiary Contact Center (BCC) with five virtual contact centers, numerous stovepiped systems to a single desktop, and multiple toll free numbers to a single toll free number. Through VCS, CMS was able to scale its resources and infrastructure to anticipate seasonal and annual increases by utilizing a single data source to analyze and report beneficiary activity over time, and from 2004 to 2006 CMS successfully managed a 93% jump in beneficiary call volume from 20M to 37M calls. The Virtual Contact Center Strategy and enabling technologies provide CMS with the tools to standardize operations and has resulted in: sustained cost savings in call center operations due to decreased call resolution time; consistent, accurate, and clear responses to Medicare beneficiaries and the public, thus improving customer service; increased efficiency and one-stop shopping. Contact: Kenneth Taylor, Health Insurance Specialist, 410-786-6736 Kenneth.Taylor@cms.hhs.gov New York City 311 Announced by Mayor Michael Bloomberg in his 2002 State of the City Address, 311 is New York City’s one number for non-emergency government information, health and human services, and assistance, operating 24 hours a day, seven days a week, 365 days a year, and providing language translation services in nearly 180 languages. NYC311 is a model for non-emergency government service numbers across the country and around the world, receiving over 83 million calls since inception. To establish 311, the Department of Information Technology and Telecommunications consolidated over 40 call centers into one single operation, enabling City Agencies to focus resources on core competencies while dramatically increasing accessibility to customer service and enhancing the overall customer experience. 311 Call Center Representatives recently achieved a Customer Satisfaction Index score of 88 for performance in categories including: courtesy and professionalism, ability to determine customer needs, and providing information needed. This strong performance is a credit and tribute to New York City’s vision and support of the 311 initiative and the commitment of all City employees who help deliver and maintain a level of excellence in support of the Administration’s commitment to the accessibility, transparency and accountability of City government. 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