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OMES proposes statewide call center, says technology could save about $40 million a year
Summary
OMES told the appropriations committee it is piloting a statewide call‑center platform using modern cloud tools and expects to reduce overall state call‑center headcount by roughly one‑third while improving citizen service. The agency sought one‑time funding for implementation.
At the annual OMES budget hearing, Director Rick Rose and deputy staff described a plan to consolidate and modernize the state's many agency call centers into an integrated platform that could reduce redundant headcount and automate routine transactions.
OMES said there are roughly 3,000 call‑center agents spread across 77 agency centers statewide and that a cloud platform pilot would first onboard OMES and the Tax Commission. "We believe that by implementing new technology that we've already got in place ... we can realize the savings of…
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