As a Canadian-owned and operated GovTech firm, Accerta partners with governments to deliver secure, scalable, and people-centred contact centre solutions for the public sector.
Built on a powerful SaaS-based platform, Accerta delivers omnichannel contact centre services that support accessible, responsive, and trusted government service delivery. Our solutions combine live agent telephone assistance, digital engagement, and innovative self-service tools to provide a reliable and secure front door for government programs.
Our configurable and scalable service models support a wide range of government needs—from after-hours, weekend, and holiday coverage to full omnichannel support—without requiring governments to build or expand internal infrastructure. All services are delivered through coordinated client support management, with security-forward design, strong governance, and privacy built in.
Designed to Support Modern Public Sector Service Delivery
Accerta partners with governments to enable service delivery that is:
- Responsive, improving citizen and client experience
- Human-centered and inclusive, with a commitment to accessibility
- Flexible, with capacity that scales as programs evolve
- Accountable, supported by strong governance, security, privacy, and performance visibility
The result is consistent, trusted service experiences for the people governments serve—delivered efficiently and at scale.
Contact Centre Service Models
After-Hours Only
Designed for organizations that require reliable coverage outside regular business hours.
This model ensures continuity of service during evenings, weekends, and holidays, providing secure, accessible live-agent support when internal teams are unavailable.
What this service includes:
- Live agent telephone assistance
- Advanced security and identity authentication
- Accessibility first service delivery (AODA / WCAG)
- SOC 2 Type II–audited security controls
- Issue capture and triage for follow‑up
- After‑hours, weekend, and holiday coverage
Essential Contact
Designed for programs that need core contact centre support with added automation.
This model includes self-service capabilities and interactive voice response (IVR), allowing common requests to be handled efficiently while maintaining secure, accessible live agent support.
What this service includes:
- Live agent telephone assistance
- Advanced security and identity authentication
- Accessibility first service delivery (AODA / WCAG)
- SOC 2 Type II–audited security controls
- Issue capture and triage for follow-up
- Self-service capabilities and IVR
Smart Service Desk
Designed for programs that need greater efficiency and service insight.
This model includes all Essential Contact features, plus interactive technologies and intelligent virtual agents (IVA), and analytics and reporting to improve resolution times and provide greater insight into service performance.
What this service includes:
- Live agent telephone assistance
- Advanced security and identity authentication
- Accessibility first service delivery (AODA / WCAG)
- SOC 2 Type II–audited security controls
- Issue capture and triage for follow-up
- Self-service capabilities and IVR
- Interactive technologies and IVA
- Analytics and reporting
Omnichannel Experience
Designed for programs that require fully integrated, multi‑channel service delivery.
This model includes all Smart Service Desk features, plus secure messaging, SMS communications, webchat functionality, agent assist, and case support management. It enables citizens to access support across multiple channels, while giving governments greater visibility and coordinated management of interactions.
What this service includes:
- Live agent telephone assistance
- Advanced security and identity authentication
- Accessibility first service delivery (AODA / WCAG)
- SOC 2 Type II–audited security controls
- Issue capture and triage for follow-up
- Self-service capabilities and IVR
- Interactive technologies and IVA
- Analytics and reporting
- Email and secure messaging
- Webchat functionality
- Text (SMS)
- Agent assist (ex. live transcription for agents)
- Case support management
Delivering Trusted Public Service at Scale
Accerta contact centre services are designed to meet the evolving demands of modern public-sector service delivery. All service models are configurable and designed to scale as your needs evolve. Pricing is customized based on scope, jurisdiction size, and service requirements.
Contact us to learn how Accerta’s contact centre solutions can support your programs.
Proven Performance and Impact
400,000
live-agent conversations
each year
XX,XXX
emails each year
800,000
pieces of mail
sent and received each year
150+
languages available through
on-demand interpretive services
