Elevate the Citizen Experience™: Transforming Government Customer Service


Today’s government must change in dramatic ways to meet the needs of their “customers” or citizens – an effort known as ‘improving the Citizen Experience (CX).’

Washington DC, January 26, 2015 – It’s an important time in the U.S. government. A vision for the creation of a new kind of openness in government is being developed. Contact centers and other touchpoints like websites and mobile apps are often the government’s only interface with their constituents so the importance of the quality of the interaction is undeniable. Improving the citizen experience (CX) is important to the current administration as recent challenges have come to light, and mandates and budgets are being established to support improving CX. The White House and the GSA are providing training and support to agencies with new metrics to allow agencies to quantify their level of citizen engagement and make adjustments where required. Engaging with citizens will make government better.

Evolutionary change in the government citizen experience is on the horizon. It’s what citizens expect. HighPoint Global® announces the publication of a white paper focused on how the U.S. federal government can improve the citizen experience including the addition of data analytics, training and modernization tools. The white paper will be available in sections 1-10 over the coming weeks at www.highpointelevate.com.

At HighPoint Global, our eleVate the Citizen Experience™ solution utilizes proven results-oriented processes for modernizing the citizen experience for the U.S. government that optimize and transform their multi-channel touchpoints. We provide contact center agent training, content development, script writing, IT infrastructure and program management to support continuous cycles of ongoing improvement to the citizens’ experience through feedback, speech analytics, quality assurance, predictive analysis, user experience, social media trend identification and much more. HighPoint improved a busy government contact center’s customer satisfaction (CSAT) scores up to 95% by improving more than 110,000 citizen touchpoint interactions for the agency daily.

“We are thrilled to be on the leading edge of the change in citizen experience and look forward to playing a role in the coming evolution,” says HighPoint CEO Ben Lanius. “Our teams and people have worked so hard to support the 180+% growth we have seen in the past five years serving the needs of government customers, and most importantly, their constituents and citizen customers to improve the citizen experience.”

HighPoint Global specializes in the touchpoints where government meets citizens and helps government achieve a citizen-centered mission. If you’re ready to turn around your customers’ experiences and improve your agency’s employee engagement, find out more how we can help you achieve your mission at www.highppointelevate.com.


About HighPoint Global
HighPoint Global is a nationally recognized management solutions company specializing in contact center optimization and enabling the Citizen Experience (CX). Our innovative solutions enable our customers to better serve and communicate with their constituents as effectively and efficiently as possible. The key to our success and the success of our customers is our people – we hire the best of the best at training development and delivery, content writing and scripting, technology tools, sophisticated management methodologies, systems integration and quality assurance services for call centers, helpdesks and other constituent service functions. HighPoint is among the top five, and one of the fastest growing constituent services providers to the Federal government. HighPoint is a privately held company founded in 2006 and headquartered in Indianapolis with offices in Baltimore and Reston, Virginia.

HighPoint has experienced exponential growth of over 180 percent over the past 5 years and was recognized in the Inc. Magazine Top 500 Fastest Growing Private Companies in America in 2014 as #30 overall, #3 in Business Services and #2 in Government Services. The American Business Awards also recognized HighPoint with a 2014 Stevie Award for being one of the Fastest Growing Companies in America. The Washington Technology Magazine Fast 50 recognized HighPoint as the sixth fastest growing government contractor in 2014. For additional information about HighPoint, visit http://www.highpointglobal.com/


 Christie Cox

Director of Marketing & Corporate Communications


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