Industry/Essential & Industrial
Government & Public Sector BPO in Kenya.
Reliable citizen services at the scale the public needs.
Helplines, application processing and booking support for public agencies, so every citizen gets a clear answer on time.
- National and county agencies, public bodies
- Clients
- Helplines, applications, bookings
- Work
- Multiple languages and channels
- Access
- Full audit trail
- Records
Overview
Affordable government and public sector BPO for agencies in the US, Canada, Germany and Kenya
- 01
Citizen support, application and benefits processing, appointment scheduling and information helplines.
- 02
Inclusive service across languages, channels and abilities, with every interaction documented.
- 03
Capacity is planned for demand driven by policy changes, billing cycles, outages and seasons.
- 04
Agencies add service capacity without adding headcount, and resolve requests faster.
At a glance
Targets are agreed per client and written into your SLA.
- Ramp time on our flagship programme
- 6 wks
- Response, down from multi-day backlogs
- Same-day
- Citizen satisfaction improvement
- +34%
What's included
What's included in our government & public sector service.
Take one piece or all of it. Every item runs to documented procedures with an owner, a target and weekly reporting.
- 01
Citizen helplines
Phone and online public enquiries.
- 02
Application processing
Checking and entering applications and forms.
- 03
Benefits support
Helping citizens understand and access programmes.
- 04
Appointment booking
Scheduling visits and services.
- 05
Public information lines
Campaign and emergency information.
- 06
Feedback and complaints
Recording and resolving citizen feedback.
Recommended services
The services government & public sector teams use most.
Your customers' data, properly protected.
Government & Public Sector work runs on the same secure foundations as every Maxed BPO programme, with controls you can audit.
- Locked-down machines with no personal devices or downloads
- Role-based, logged access to your systems
- GDPR, Kenya Data Protection Act and PCI-DSS practices
- NDAs and data processing agreements as standard
How we tailor it
How government & public sector outsourcing with Maxed BPO works.
Every sector programme follows the same careful path, built around your rules, systems and busy periods.
- 1
Understand your sector
We learn your customers, rules, systems and busy periods before anything else.
- 2
Hire for the job
We recruit people with relevant backgrounds and train them on your products.
- 3
Launch carefully
A supervised pilot with daily calibration before the team takes full volume.
- 4
Report and improve
Weekly reports, monthly reviews and headcount that flexes with demand.
Who it's for
Who uses our government & public sector service.
- National government agencies
- County governments
- Regulators and public bodies
- Public health programmes
- Donor-funded programmes
Platforms
Tools and platforms we work in.
Your team works inside the systems you already use. Don't see yours? We learn custom tools too.
- eCitizen
- Salesforce Public Sector
- Microsoft Dynamics
- Genesys
- Zendesk
- Custom portals
FAQ
Government & Public Sector: your questions.
Something else on your mind? Our team replies within one working day.
Speak to a specialist
Tell us your volumes and goals. We reply within one working day with a suggested team and price.
Get a free quoteHave you worked with government before?
Yes. We scaled a national support line from multi-day backlogs to same-day response within a quarter.
Can you support citizens in local languages?
Yes, including Swahili and other Kenyan languages.
How do you ensure accountability?
Every contact is recorded and reported, with regular audits.
More industries
Other sectors we support.
Get a free government and public sector BPO quote
A no-obligation consultation to design your team, hours and price. Most quotes are back within one working day.