Industries · Government
Public service, measured the way the public experiences it.
MJKDA's first engagements were with the Department of Veterans Affairs, starting with a contact center in Denver in 2008. Since then the firm has served federal and military programs across all branches of the U.S. military, as a certified Service-Disabled Veteran-Owned Small Business.
Reach the partners directly: 210-876-4086 · info@mjkda.com
What we see
Where agencies win or lose the public.
A citizen meets the agency at a phone line or a web page. Both are measurable, and both can be fixed without a new system.
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The contact center is the front door.
Staffing to the real call pattern, first-line supervisors who communicate what matters, and resolving the call so the caller never has to call back.
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A website nobody can use pushes everyone to the phone.
Our first VA engagement paired contact center work with a hard look at how the site was actually being used. The two are one problem.
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A veteran-owned firm that has been the customer.
Founded by an Air Force Academy graduate. Certified SDVOSB, which matters for how the work can be contracted.
Where to start
One free hour, aimed at your operation.
Tell us what a win in the next 90 days looks like. We research what is public about your organization before the call and leave you with the low-hanging fruit you can pursue immediately.
Frequently asked questions.
Has MJKDA worked with federal agencies?
Yes. MJKDA's first engagements were with the Department of Veterans Affairs, starting with a contact center in Denver in 2008. Since then the firm has served federal and military programs across all branches of the U.S. military.
Can MJKDA be contracted as a certified small business?
Yes. MJKD and Associates is a certified Service-Disabled Veteran-Owned Small Business, founded in 2008 by an Air Force Academy graduate and veteran. The certification matters for how the work can be contracted.
Will the approach reflect how citizens actually reach an agency?
Yes. A citizen meets the agency at a phone line or a web page, and both are measurable. Our first VA engagement paired contact center work with a hard look at how the site was actually being used, because a website nobody can use pushes everyone to the phone.
Can MJKDA improve a contact center without a new system?
Yes. Staffing to the real call pattern, first-line supervisors who communicate what matters, and resolving the call so the caller never has to call back are all fixable without a new system. That is where we start.
Can MJKDA bring us practices from the private sector?
Yes. The same contact center problems appear in utilities, insurance, and mortgage servicing, and we bring what worked there. The firm has also been the customer in federal service: its founder is an Air Force veteran.
Free CX Review
One hour with two senior partners.
Book My Free CX ReviewPrefer to call or email? 210-876-4086 · info@mjkda.com