Catalyst at AGCCP's 21st Annual Conference

Catalyst Consulting Group recently attended the Association of Government Contact Center Professional’s 21st Annual Conference titled, “Hitting the High Notes”, in Nashville, TN. ?

We had the opportunity to network with call center organizations from across the country, from 311 to family services, transit, and police departments. In such opportunities, we not only aim to detail our portfolio of work to these organizations, but we hope to build relationships, as well as gather and absorb industry insights. We want to learn where 311 stands across the country. How do these cities and counties hope to serve their constituents? What are their growing pains? Are they stunted? Or, contrastingly, are they revolutionizing 311 experiences??

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We consider our business and industry a contact sport. Events such as these provide unique opportunities to be hands-on and consult casually with the frontline of public sector, government organizations. It is in these interactions that we are collectively committing to the standards that we will uphold for government services.??

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Former City of Baltimore Mayor and Maryland Governor, Martin J. O’Malley, led an insightful presentation framing the future of an entrepreneurial government that is collaborative and information driven. Many of the forward-looking themes for how these organizations hope to operate and perform, as discussed by O’Malley, depend on the investment in technologies that enable data to be effectively collected, stored, and displayed for insights. Consider tools like heat maps and dashboards.

How can we provide a case for bridge infrastructure upkeep and repair? The city of Pittsburgh has 446 bridges – more than any other city in the world. How do they track the volume of traffic on some bridges versus others? How can the volume of traffic and the other correlating insights, such as location, or the latest infrastructure repairs be visually displayed? And how can that guide decision makers to allocate their funding for repairs? It all starts with data.??

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At Catalyst Consulting Group, we build tools that input, manage, and store information, enabling insights to be extracted to make a difference – whether it’s capturing data that informs funding for early head start education programming, or flagging indicators that raise concerns for gun ownership. Catalyst couldn’t be more eager to talk about the technology, but more impressively the difference it makes.?

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Our flagship 311 projects – The City of Chicago’s CHI311 & Toronto At Your Service, City of Toronto were highly spotlighted in our presentations at the conference. These partnerships led to extensive digital transformation that revolutionized the delivery of nonemergency city services and the abilities for constituent engagement and interactions.??

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We were sure to highlight our recent phase of enhancements made to the CHI311 mobile app, which elevated our previously built app from a 311 tool to a city-enterprise app. A “one government” experience – the app now serves as an avenue to a variety of city departments and their services. It appeals to visitors with directions to city museums and parks, as well as public transportation assets.??

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Additionally, our COO, and Managing Principal, Tim Smith, led a discussion session with Keith Durbin, CIO, Director of IT Services at the Metropolitan Government of Nashville and Davidson County, on the future of AI in public sector technology – its potential, current use cases, and initial concerns.?

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Catalyst had a great experience at the conference and thanks the AGGCP for providing the opportunities to meet the participating organizations. If you visited our booth, we thoroughly enjoyed our conversations and hope that we piqued your interest in our firm. For those of you who are curious about our work and how your organization can benefit, we are happy to meet and further discuss!?