EMERGING TECHNOLOGY,GOVERNMENT BUSINESS
TTEC | September 23, 2022
TTEC Government Solutions LLC, a subsidiary of TTEC Holdings Inc. (NASDAQ:TTEC), a leading global customer experience (CX) technology and services innovator for end-to-end digital CX solutions, has been awarded a broad contract to manage operations for the Customer Contact Center (CCC) of some of the largest tolling authorities in the New York-New Jersey area.
Agencies that comprise the contracting authorities include New York State Thruway Authority (NYSTA) and The Port Authority of New York and New Jersey (PANYNJ). Under the terms of the contract, TTEC will also provide services for the New York State Bridge Authority (NYSBA), the Buffalo Fort Erie Public Bridge Authority (operator of the Peace Bridge), and the Thousand Island Bridge Authority (TIBA).
TTEC began work with the CCC this summer on the implementation phase. Design, development, testing, and commissioning is expected to be completed in 2023 with an anticipated go-live date of January 2024. The contracting authorities oversee the largest tolling operation in the United States.
"TTEC appreciates the faith that the tolling authorities have placed in us to deliver exceptional service to all the New York agencies and motorists who depend on the E-ZPass transportation network, We look forward to working with the agencies and their technology partners to apply our many years of experience in electronic tolling environments to enhance customer care operations for the authorities."
-Anna Van Buren, senior vice president, TTEC.
With decades of public sector expertise augmented by the recent acquisition of the public sector assets of Faneuil Inc., TTEC will offer a wide range of business processing services, including provisioning of the New York Customer Service Center's (NYCSC) primary and alternate customer contact facilities, integrating and deploying the telephony and Interactive Voice Response (IVR) technical solution, account management, customer contact and case management services, customer satisfaction surveying, interfacing with collections agencies, support for courts and tribunals, and financial management.
The NYCSC was established on behalf of the public authorities that collect tolls from customers through multiple methods, including a transponder-based electronic toll collection (ETC) system known as E-ZPass, and cashless, image-based license plate tolling known as Tolls by Mail.
"Customer service is a top priority for the Thruway Authority. We believe this new contract will offer new technology-based solutions and an improved focus on providing a streamlined and easy-to-use payment system for our customers. We look forward to working with them through the transition and ultimately go-live operations phases to provide our customers with the service and support they deserve."
-Michael Perrotto, acting E-ZPass program manager, NYSTA.
TTEC Holdings, Inc. (NASDAQ:TTEC) is one of the largest global CX (customer experience) technology and services innovators for end-to-end, digital CX solutions. The Company delivers leading CX technology and operational CX orchestration at scale through its proprietary cloud-based CXaaS (Customer Experience as a Service) platform. Serving iconic and disruptive brands, TTEC's outcome-based solutions span the entire enterprise, touch every virtual interaction channel, and improve each step the customer journey. Leveraging next-gen digital and cognitive technology, the Company's Digital business designs, builds, and operates omnichannel contact center technology, conversational messaging, CRM, automation (AI / ML and RPA), and analytics solutions. The Company's Engage business delivers digital customer engagement, customer acquisition & growth, content moderation, fraud prevention, and data annotation solutions. Founded in 1982, the Company's singular obsession with CX excellence has earned it leading client NPS scores across the globe. The Company's nearly 60,000 employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results.
Siemens Government Technologies | July 29, 2022
Siemens Government Technologies (SGT), Inc., and Service-Disabled Veteran-Owned Small Business (SDVOSB) Network Management Resources Inc. d/b/a NMR Consulting (NMR), have entered into a U.S. Small Business Administration Mentor-Protégé agreement to build NMR’s capability and capacity for new projects supporting federal government customers responsible for vital national security missions.
SGT is the separate but affiliated U.S. government arm of technology powerhouse Siemens. With project teams across the U.S. and internationally, SGT is a leading integrator of Siemens products, technologies, and software to solve some of the most complex government challenges in energy, automation, and digitalization. NMR has more than 25 years’ experience delivering robust solutions for government customers, including comprehensive mechanical and electrical projects for the intelligence community.
SGT helps extend Siemens’ longstanding commitment of supporting small and diverse businesses throughout its supply chain operations. In the U.S. alone, approximately 20% of Siemens’ more than 3,000 suppliers qualify as small and diverse-owned businesses, with well over $900 million of goods and services procured from those suppliers annually. With SGT and NMR providing related support and equipment modernization for infrastructure projects – particularly at Department of Defense installations – the mentor-protégé relationship will support NMR’s access to a broader portfolio of opportunities through the Siemens installed base of energy products and technologies. In addition, the two companies can pursue small business and specified set-aside contracts through a joint venture, using NMR’s SDVOSB status under the terms of the mentor-protégé program.
“NMR has been a highly valued partner to SGT for more than 12 years across multiple task orders in essential energy and infrastructure work for critical missions, They’ve shown us – and most importantly our customers – their dedication and commitment to strengthen their capabilities and resources, which is why we’re excited to help them take the next steps in the evolution of their business through this mentor-protégé relationship."
-John Ustica, interim CEO for SGT.
This landmark partnership with SGT will bring both significant benefits to customers and create unprecedented opportunities for revenue growth and business process improvement, said Dave Jones, President of NMR. SGT has been a longstanding partner with unparalleled customer service dedication, and NMR is looking forward to leveraging the synergies developed by both NMR & SGT to bring together people and businesses to provide our customers a better solution.
About Siemens Government Technologies:
Siemens Government Technologies is the wholly owned, U.S. subsidiary of Siemens Corporation whose mission it is to secure and modernize the largest infrastructure in the world, the U.S. Federal Government. It does so by being the leading integrator of Siemens’ innovative products, technologies, software and services in the areas of digital engineering and modeling, efficient and resilient energy solutions, and smart infrastructure modernization.
NMR, a Service-Disabled Veteran-Owned Small Business (SDVOSB), has rigorous program management protocols, vetted project management methodologies, and has developed an advanced equipment procurement program that reduces cost and delivers customer-centric solutions to meet project demands. NMR’s vetted program/project management protocols, comprehensive risk management techniques, innovative procurement solutions, and agile technology implementations have been applied to numerous Federal clients including Missile Defense Agency (MDA), Secure Agencies in the Intelligence Community, and other mission critical DoD entities.
PC Matic | July 27, 2022
American-based cybersecurity firm, PC Matic, announced it has received authorization from the Federal Risk and Authorization Management Program (FedRAMP) for its federal application execution control solution, PC Matic Federal. PC Matic's Authorization to Operate (ATO) is at the moderate impact level through partnership from the U.S. Small Business Administration (SBA).
With the full authorization milestone now achieved, PC Matic Federal joins a small and elite group of cloud technology companies authorized to sell into the federal marketplace. This designation allows the United States federal government to begin purchasing and deploying the company's patented application execution control technology to endpoints across its respective departments and agencies. Application execution control is also commonly referred to as Application Whitelisting or Application Allowlisting.
"Zero trust begins with prevention, As the federal government begins to align its IT infrastructure with Zero Trust Architectures (ZTA) as mandated by the President's Executive Order on Improving the Nation's Cybersecurity, the ability to procure and deploy application execution control solutions is mission critical. With our authorization fully approved, PC Matic Federal is now well-positioned to assist the federal government with taking a preventative approach to cybersecurity by enhancing its zero trust architectures."
-Rob Cheng, CEO and Founder of PC Matic.
It has been granted five patents and is a Technology Partner with the National Institute of Standards and Technology (NIST) and its National Cybersecurity Center of Excellence (NCCoE) Zero-Trust Architecture project. The company was founded in 1999 and pioneered the use of default-deny permit by exception for computer applications.
FedRAMP is a government-wide program that provides a standardized approach to security assessment, authorization, and continuous monitoring for cloud products and services. The program enables federal agencies to rapidly adapt from old, insecure legacy IT to mission-enabling, secure, and cost-effective cloud-based technology.