Challenge: The FDA needs to provide high touch IT support services to more than 20,000 contractors and staff. They support the nine FDA centers with a $584M annual Information Technology budget, and more than 320 million US consumers.
Solution: HumanTouch used its Liberty Management Model (LM2) to provide needed support. A high availability distributed Tier One call center was delivered. We provided a deskside services model that delivered direct high touch support to constituents through out the US in the form of walk in Kiosks.
Value Added Outcomes: We were able to delivery a high availability distributed Tier One call center model that consistently exceeds published Service Level Agreements.