The document discusses the MED Business Service Centre, which handles customer contacts for multiple government agencies. It provides high quality customer service across phone, email, social media and other channels. Customer feedback shows high levels of satisfaction with the center's quick response times, helpful staff, and focus on excellent customer experience. The center aims to further improve service delivery and own more of the government's brand through leadership and innovation.

1. Life beyond a Contact Centre

8. Service Delivery Framework

9. What Kiwis Want : SSC Drivers of Satisfaction

11. Customer Engagement – Gov2.0 20 minutes

13. Our Quality Culture Every interaction is an opportunity to help someone and to improve the system.