How to make citizens feel good about federal call centers
How to make call centers more empathetic.
No one ever said program management was easy. Especially in aerospace and defense. If it was, the Defense Department wouldn’t be dealing with persistent cost and schedule overruns decade after decade. But a new analysis by Deloitte finds that the rate of cost overruns has declined a lot. Robin Lineberger, a Deloitte Consulting principal, joins Federal Drive with Tom Temin with more.