Selling Outsourced Services to Public Sector

SUMMARY

Introduction

The United States government came under heavy pressure during the 1990s to improve the quality of service that it gave to citizens. The government needs to cut down on wasted spending, improve levels of service and as President Bush continues government management reform cater to the citizen as consumer.

Scope

• The brief draws on Datamonitors expertise in the call center gained through primary and secondary research with government agencies and OSPs.
• Discussion of the main items on the agenda for government agencies in the US and the opportunities this represents for outsourcers
• Sizing of the current and potential US market for call center outsourcing providers

Report Highlights

The main drive within the government is to move from point solutions to comprehensive CRM and enterprise wide solutions. This will continue to be the case through 2009 as federal IT budget increases slow. As a result, those outsourcers that can provide complex customer care solutions will see the most success.

Reasons to Purchase

• Understand the pressures affecting the government to craft a successful sales strategy
• Benchmark your approach against the most effective in the industry
• Realize the amount of US government IT spending and the potential size of the US market for OSPs

TABLE OF CONTENTS

Why are we looking at Public Sector?

What are the key pain points for the public sector?

How to sell to the public sector

Market opportunity

• Conclusions
• Appendix
  • SPP writing team

List of Tables

• Table 1: CRM opportunity in US Federal Government, 2004 - 2009

List of Figures

• Figure 1: % of CRM investment as total of US federal ICT investment 2004 - 2009
• Figure 2: In-house and outsourced public sector agent positions in the United States, 2003 & 2008