Call Center Services for Government & Public Sector
Secure, compliant, and citizen‑first BPO solutions for federal, state, and local agencies. Enhance public trust with 24/7 multilingual support.
Why Public Agencies Choose 909 Infotech
Trust, security, and efficiency – designed for government operations
Compliance & Security First
FedRAMP, SOC2, HIPAA, and PII/PHI certified processes – every interaction secured.
Multilingual Citizen Experience
Support in 25+ languages, with cultural competency and accessibility (508 compliance).
Elastic Surge Capacity
Rapidly scale for public health emergencies, elections, or benefit enrollment peaks.
Performance Transparency
Real‑time dashboards, mandatory public reporting, and granular SLA tracking.
Public Sector BPO Solutions
Frontline citizen services, back‑office administration, and data intelligence
311 / 211 Call Center
Non‑emergency municipal services, utility billing, permits, and community information.
- IVR & intelligent routing
- Outage/emergency alerts
- CRM integration
Benefit & Eligibility Support
SNAP, Medicaid, unemployment, housing assistance – compassionate, accurate guidance.
- Application screening
- Document collection
- Status updates
Public Health Hotline
Vaccine scheduling, contact tracing, health insurance exchanges, crisis helplines.
- HIPAA‑compliant
- Multilingual agents
- Epidemic surge
Case & Document Processing
Digitization, redaction, indexing, and records management for FOIA, legal, and archives.
- PII redaction
- E‑records conversion
- Secure destruction
Finance & Procurement Support
Vendor invoice processing, purchase orders, contract administration, audit preparation.
- PO matching
- Grant tracking
- Payment reconciliation
Permit & Licensing
End‑to‑end support for business licenses, building permits, and occupational tax registration.
- Application intake
- Fee calculation
- Renewal reminders
Citizen Sentiment & Feedback
AI‑driven analysis of calls, surveys, and social media to improve service delivery.
- Real‑time sentiment
- Topic clustering
- Benchmarking
Fraud & Waste Analytics
Detect anomalous patterns in benefit claims, procurement, and internal operations.
- Anomaly detection
- Predictive risk
- Investigative support
Demand Forecasting
Predict call volumes and service demand for resource planning and budget optimization.
- Seasonal trends
- Event spikes
- Staffing models
Government Success Metrics
Measurable impact delivered through our public sector BPO solutions
Response Time
35% faster citizen response with intelligent routing and dedicated teams.
Citizen Satisfaction
Average CSAT of 4.8/5 across federal, state, and local programs.
Compliance Rate
100% FedRAMP and SOC2 compliance with zero security incidents.
Multilingual Reach
Support in 25+ languages – serving diverse communities effectively.
Government Success Stories
Measurable impact for federal, state, and local agencies
State Dept. of Human Services
Benefit Hotline45% reduction in call abandonment
Implemented intelligent IVR, callback queue, and bilingual agents for Medicaid/SNAP inquiries.
Public Health Agency
Vaccine Scheduling2.5M calls in 60 days – 0 incidents
Scaled to 400+ HIPAA-trained agents; maintained 99.9% SLA with secure data handling.
State DMV
Appointment & Licensing70% faster appointment scheduling
Unified omnichannel and automated reminders, reducing no‑show by 20%.
Trusted by Public Sector Leaders
Real feedback from government program directors
"909 Infotech delivered a level of compliance and empathy we hadn't seen before. Their agents handled complex benefit questions with accuracy and care."
"During the public health emergency, they onboarded 200 trained agents in two weeks – and maintained FedRAMP standards. Absolutely essential."
"The multilingual support they provide for our 311 line has transformed how we serve diverse communities. Response times are down 40%."
Government Engagement Models
Flexible engagement options tailored to public sector requirements
Rapid Response
Emergency surge capacity for public health crises, natural disasters, or election support.
- 24‑hour deployment
- FedRAMP compliant
- Pay‑per‑use
- 30‑90 day terms
Dedicated Citizen Service
Exclusive team trained on your agency's programs, systems, and compliance requirements.
- Dedicated agents + TL
- CRM integration
- Real‑time dashboards
- Monthly reviews
Enterprise Government BPO
End‑to‑end BPO for federal agencies and large state programs – full lifecycle support.
- Full program BPO
- Custom compliance
- Strategic consulting
- Multi‑site scaling
Ready to Modernize Public Engagement?
Get a free compliance & operational audit tailored for government agencies.