Many call centers have historically operated as stand-alone silos within the enterprise. It is important to understand that evolving into a full-fledged customer contact center can be a huge culture shift for an organization and can and should involve the entire company infrastructure and supply chain.

Jeff Neal, DHS Chief Human Capital Officer

By STEPHEN LOSEY | Last Updated: February 7, 2011

The Homeland Security Department has finished a review of nearly 100 service contracts to see which should be insourced. It now plans to start reviewing every existing and future contract.

Jeff Neal, Homeland Security’s chief human capital officer, would not say what contracts were, or how many — if any — jobs might be insourced as a result of the review because its findings are under review by the Office of Management and Budget.

But the contract review pilot project will pave the way for similar evaluations of all of the department’s more than 10,000 service contracts. And in the future, Homeland Security wants to use the process to study new missions to see whether they should be outsourced, done in-house, or done with a mixture of contractors and federal employees.

Experts say other agencies could follow Homeland Security’s example as they seek to follow the Obama administration’s order to cut contracting costs.

“Everybody’s doing it to some degree or another, but I don’t know if anyone’s done it as formally as DHS,” said Stan Soloway, president of the Professional Services Council. “They’re almost looking job-by-job.”

The Bush administration relied heavily on contractors — especially when setting up Homeland Security eight years ago — but the Obama administration has sought to reduce what it called the government’s overreliance on contractors. Former OMB Director Peter Orszag in 2009 ordered agencies to cut contract spending in part by insourcing inherently governmental work and restoring the right balance between federal and contract employees at programs that rely heavily on contractors.

Ray Zukowski, SVP Customer Experience

Eventus enabled TriZetto to quickly survey the market of leading healthcare BPO companies and identify the ideal partners for a new market opportunity.  Eventus was highly professional and managed the entire RFI process for TriZetto and facilitated our strategic and executive discussions.

Eric Grossman, Vice President Enterprise Strategy

Eventus brought their extensive customer service expertise to AARP and have uncovered several new improvement and savings opportunities.   Functioning as a true partner they are enabling AARP achieve its financial goals while achieving a positive change in the AARP member experience.

Rob Hagans, Chief Financial Officer

Will Sowell – Chief Operating Officer