The Federal Communications Commission, like so many government agencies, is burdened with a long list of legacy IT systems. One that stood out in particular to FCC CIO David Bray was a 15-year-old web page that linked to a paper-based consumer complaints center.
Logging consumer complaints is a key mission for the FCC, yet the process for doing so was antiquated and inadequate. The FCC decided to replace it with a cloud-based system leveraging ZenDesk.
ZenDesk costs one-sixth of an internally-developed system, according to Bray. It has also replaced some 18 out-of-date complaint forms with a single system. Other new features include real-time complaint status tracking; a much deeper store of publicly available, aggregated consumer-complaint data; and improved integration between complaint data and the FCC's policymaking and enforcement operations.
Read much more about the FCC's award-winning project in the full case study, which is available here. You can also file a complaint with the FCC's system here, if so inclined.
