call center modernization

Federal leaders highlight developments and infrastructure advancements impacting health innovation.

NextGen911 and improvements to the 988 Suicide & Crisis Lifeline aim to overhaul analog legacy systems to a digital ecosystem, but face funding and staffing challenges.

The agency is embracing a new customer experience strategy amid increased customer communications.

The HSI Tip Line plays an important role in ICE investigations, but has relied on outdated IT infrastructure and manual processes.