Fedict (now BOSA), Belgium’s federal public service for information and communication technology (ICT), defines and implements the federal e-government strategy. They use innovative ICT to help federal public services improve their service portfolios and tailor their offerings to better meet the needs of the public, businesses, and civil servants.


Government organizations are under increasing pressure to improve the service experiences of their various stakeholders. To improve customer service, Fedict (BOSA) looked to a partner to take over operation of its central service desk and handle incidents and requests reported by Belgian government agencies and citizens.


CTG’s solution for Fedict/BOSA was based on its Delivery Center Service Desk model, combined with onsite resources. The initial objective was to limit end-user impact and provide the level of support and customer experience required. The focus turned to increasing the quality of service in collaboration with Fedict/BOSA. Dedicated resources in CTG’s remote delivery center helped ensure a customized approach with the required 24x7 support.

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