The Equal Employment Opportunity Commission (EEOC) requested assistance from the National Academy of Public Administration to develop a framework for optimizing its organizational structure and developing a strategic human capital plan.
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The Panel noted that while many of the problems identified int the OIG study could be expected by any agency attempting to put into practice a fundamentally different approach to a key business process, a number of the deficiencies resulted from shortcomings in implementation and follow-up. While the intital planning and implementation efforts were successful in getting NCC started, it is clear that several things could have been done better.
These issues were compounded by the Agency's inexperience with call center operations as well as a lack of baseline metrics, defined goals and benchmarks for the various initiatives.
One of the three primary recommendations offered in the Academy's report urged EEOC to implement a toll-free National Contact Center (NCC) staffed by trained individuals to take charges (complaints of alleged discrimination) over the phone and respond to questions about EEOC's mission and services. A second study, conducted by EEOC, also recommended the establishment of a call center and the outsourcing of the center's start-up.