Federal Government

In this report, the administration of the Federal Wage System (FWS) is reviewed—the government’s pay system for trade, craft, and labor hourly employees. Additionally, the characteristics of the system, such as which occupations and geographic areas are covered under it were examined.
The FWS was originally intended to set these employees’ pay rates in line with local market rates. However, subsequent congressional actions have linked FWS pay adjustments to those of the General Schedule pay system—the system that covers federal salaried workers. Agency officials said this has resulted in FWS pay rates that are below or above local market rates.

For city managers and department directors, constituent service is a leadership mandate with consequences that extend well beyond the contact center. Long hold times, blind transfers and after-hours dead ends shape how residents experience their government — and can ultimately influence public trust, council conversations, local headlines and resident satisfaction scores.In this session, we'll walk through a real before-and-after from a municipal contact center. You will see what the resident experience looked like when routine inquiries overwhelmed staff, and what changed when smarter routing and 24/7 self-service handled the calls that didn't need a human.No feature lists. No vendor pitch. Just an honest look at what modern government contact centers are doing differently and what it means for the residents they serve.You will learn:<ul style="color: rgb(51, 51, 51);"><li>A practical framework for identifying where contact centers lose resident trust today</li><li>A realistic picture of what phased modernization looks like</li><li>The right questions to ask before your next vendor conversation</li></ul>

For city managers and department directors, constituent service is a leadership mandate with consequences that extend well beyond the contact center. Long hold times, blind transfers and after-hours dead ends shape how residents experience their government — and can ultimately influence public trust, council conversations, local headlines and resident satisfaction scores. In this session, we'll walk through a real before-and-after from a municipal contact center. You will see what the resident experience looked like when routine inquiries overwhelmed staff, and what changed when smarter routing and 24/7 self-service handled the calls that didn't need a human. No feature lists. No vendor pitch. Just an honest look at what modern government contact centers are doing differently and what it means for the residents they serve. You will learn: A practical framework for identifying where contact centers lose resident trust today A realistic picture of what phased modernization looks like The right questions to ask before your next vendor conversation

Virtual / Online

Webinar / Webcast

Citizen Engagement

Modernization

Digital Transformation

State and Local Government

Government Contractors

Government Technology

Zoom

Less Hold Time, More Resolution: The Contact Center Playbook for Modern Government

We’re thrilled to bring back the Global Operations Career Connections Event. In partnership with the RISE ERG, Global Operations, and WWT’s Human Resources and Talent Acquisition Teams. Are you ready to take your career to the next level? This event is your all-access pass to professional development, meaningful networking, and insider tips from across Global Operations, GPMO, Sales Operations, IT, ATC, and more.
 This isn’t just another event—it’s your launchpad. Whether you're exploring new roles or leveling up where you are, you'll leave equipped with the tools, insights, and confidence to own your career path - anyone interested in exploring new ways to advance your career, join us!  To help us ensure a smooth and impactful event, please be sure to register in advance by selecting RSVP on the right, so we can plan resources accordingly.

We’re thrilled to bring back the Global Operations Career Connections Event. In partnership with the RISE ERG, Global Operations, and WWT’s Human Resources and Talent Acquisition Teams. Are you ready to take your career to the next level? This event is your all-access pass to professional development, meaningful networking, and insider tips from across Global Operations, GPMO, Sales Operations, IT, ATC, and more. This isn’t just another event—it’s your launchpad. Whether you're exploring new roles or leveling up where you are, you'll leave equipped with the tools, insights, and confidence to own your career path - anyone interested in exploring new ways to advance your career, join us! To help us ensure a smooth and impactful event, please be sure to register in advance by selecting RSVP on the right, so we can plan resources accordingly.

Onsite

Job / Career Fair

Social Networking

Employee Training & Development

Networking

Human Resources

Private Sector

World Wide Technology (WWT)

Global Operations​ Career Connections Event​ - NAIC2

AI Agents in Casepoint IQ: Where Human Oversight Still AppliesAI is already inside government, legal, and compliance workflows — reviewing documents, drafting summaries, flagging issues. With the introduction of agents, the question becomes one of trust and defensibility. Will the work the agents do be traceable, auditable, and defensible? Casepoint is introducing two new agentic AI capabilities built directly into the platform. Join us for a real look at what these agents do, where the line sits between "AI decides" and "human decides," and what "defensible AI" means.Specifically, attendees will learn:<ul role="list" style="color: rgb(23, 23, 19);"><li>What these two agents actually do, and exactly where the line is drawn between "AI decides" and "human decides."</li><li>What "defensible AI" requires in practice — not as a compliance checkbox, but as a working standard that holds up under scrutiny.</li><li>How seeing projected time and cost before work begins changes the calculus on adopting AI-driven review.</li><li>The hard questions to ask any AI agent — Casepoint's or anyone else's — before it touches privileged, discoverable, or otherwise sensitive material.</li></ul>

AI Agents in Casepoint IQ: Where Human Oversight Still Applies AI is already inside government, legal, and compliance workflows — reviewing documents, drafting summaries, flagging issues. With the introduction of agents, the question becomes one of trust and defensibility. Will the work the agents do be traceable, auditable, and defensible? Casepoint is introducing two new agentic AI capabilities built directly into the platform. Join us for a real look at what these agents do, where the line sits between "AI decides" and "human decides," and what "defensible AI" means. Specifically, attendees will learn: What these two agents actually do, and exactly where the line is drawn between "AI decides" and "human decides." What "defensible AI" requires in practice — not as a compliance checkbox, but as a working standard that holds up under scrutiny. How seeing projected time and cost before work begins changes the calculus on adopting AI-driven review. The hard questions to ask any AI agent — Casepoint's or anyone else's — before it touches privileged, discoverable, or otherwise sensitive material.

Artificial Intelligence

Security

Casepoint

AI Agents in Casepoint IQ: Where Human Oversight Still Applies

White Paper

Human Capital: Characteristics and Administration of the Federal Wage System

Access human resources content with GovWhitePapers, a free digital library of government white papers and reports on topics around human resources, and more.

Format:	White Paper
Topics:	Human Resources Laws and Regulations
Website:	Visit Publisher Website
Author(s):	Government Accountability Office
Publisher:	Government Accountability Office (GAO)
Published:	March 5, 2024
License:	Public Domain
Tags:	federal wage system federal wages

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Human Capital: Characteristics and Administration of the Federal Wage System

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Human Capital: Characteristics and Administration of the Federal Wage System

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