CorpshoreBPO · Santo Domingo
Citizen services contact centre for a Dominican government agency
The challenge
Citizens queued for hours in person for information that required no in-person presence, and many had stopped calling because the phone channel did not work. The agency needed to rebuild trust in a contact channel while handling citizen data under Ley 172-13, including Haitian Creole for migrant-population services.
Approach and methodology
- Rebuilt phone-channel reliability and added scheduling and document-status services
- Added Haitian Creole for migrant-population services
- Established a data-protection lead within the account under Ley 172-13
- Shifted information-only visits away from in-person queues
Results
In-person information-only visits fell 78% as the phone channel became reliable again, thousands of monthly interactions moved to remote channels, and the operation recorded zero data-protection incidents. Rebuilding the habit of calling took longer than building the capacity to answer. Full metrics are in the downloadable portfolio.
-78%
in-person information-only visits
2,900
daily remote interactions handled
0
data-protection incidents
The complete metrics table and charts for this engagement are in the downloadable portfolio.
Citizens had stopped calling because calling did not work. Rebuilding that habit took longer than building the capacity to answer it. Both were worth doing.
Enduring value
The multichannel citizen-service model and the Ley 172-13 data-protection design are now the agency's standard, and the Haitian Creole capability serves a population the agency had previously struggled to reach.
Client identities have been anonymised. Industry, size, geography, delivery site, service scope and reported outcomes are presented as they occurred, with identifying detail removed at client request or under confidentiality provisions. Where a figure originates from a client's own internal modelling rather than a jointly measured metric, that is stated in the text and the figure is not presented as a Corpshore claim. Treat these outcomes as directional benchmarks; Corpshore Dominicana produces engagement-specific projections during discovery.
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All engagements comply with Dominican Republic Law 172-13 on Personal Data Protection.
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