2015 Winner Profile

Federal Communications Commission

Project Description:
One of the roles of the FCC is to handle consumer complaints about telecommunications providers (such as "cramming" unauthorized charges). In this project, the CIO and IT team replaced an aging consumer help center -- a 15-year-old Web page linked to 18 outdated paper forms -- that was in urgent need of modernization. After less than six months of development, the FCC's new Consumer Help Desk replaced the previous system with a more consumer-friendly Web portal for filing and monitoring complaints online. This new solution is integrated with the FCC's policymaking and enforcement processes; and it provides faster responses to consumer concerns. Consumers can now track the status of their complaint and the portal provides educational information so consumers can immediately solve some problems without filing a complaint. The software-as-a-service help desk is much cheaper than traditional on-premise systems, thus saving taxpayers $5.45 million over 5 years.
Project type:
Cloud Computing Services or Software as a Service (SaaS), Customer Service or Customer Relationship Management (CRM), Virtualization
Business Functions:
Order Processing or Fulfillment, Customer Service or Support
Business Goal:
Societal Impact
CIO:
David Bray, Senior Executive & CIO
CEO:
Tom Wheeler, Chairman, FCC
Headquarters:
Washington, D.C.
Industry:
Telecommunications
Revenue (2014):
$339 million
Website:
https://consumercomplaints.fcc.gov
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