Business Process Outsourcing Services

Submitted by fisiwet on July 31, 2025
Service Value Proposition
Provide a Business Contact Centre service to customers with supporting processes and technologyplatforms aligned to provide services to citizens on behalf of and in conjunction with customers.
Service Components
• BPO Service Desk: Inbound Channel Handling • BPO Service Desk: 1st contact resolution (FCR) • Service Delivery - Information and Functional Support: Availability Management of BPO Systems • Service Delivery - Information and Functional Support: Service Request Management • Service Delivery - Information Support: Reporting on performance against all Incidents and Request • Service Delivery: Monitoring and Escalation • BPO Service Desk: Advanced 1st contact resolution (Advanced FCR)
Business Service Category
Applications and Solutions

About

As the lead IT agency for the State, SITA has been at the forefront of IT in government to providing responsive and relevant ICT products; services and solutions to government as its shareholder.