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Fedict

Fedict (now BOSA), Belgium’s federal public service for information and communication technology (ICT), defines and implements the federal e-government strategy. They use innovative ICT to help federal public services improve their service portfolios and tailor their offerings to better meet the needs of the public, businesses, and civil servants.

CHALLENGE

Fedict sought a new partner to take over operation of its central service desk that handled incidents and requests reported by Belgian government agencies and citizens. The service provider needed to provide support for multilingual services, extended hours, 24x7 call management, and flexible capacity, all while adhering to strict performance level service agreements.

SOLUTION

CTG provided our proven solution based on our Delivery Centre Service Desk model, combined with onsite resources. Dedicated resources in our remote delivery center enabled us to combine a customer-tailored approach with the required flexibility and 24x7 support. The quality of service delivery was enhanced, in close collaboration with the client.

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