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Case Studies materials are in PDF format. PDF files require Adobe's Acrobat Reader and this software may be freely obtained from www.adobe.com 
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| Customer | Case Study | |
| Southwark Council’s Customer Service Centre (CSC) | Modernising and simplifying the provision of council services in the UK Download Video |  |
| Centers for Medicare & Medicaid Services (CMS), 1-800-MEDICARE Helpline | Providing High-Quality Customer Contact Interaction Management Service for CMS and the Citizens it Serves. | |
| Centers for Disease Control and Prevention (CDC), CDC-INFO | Providing fast, accurate health information to the public and government organisations | |
| Equal Employment Opportunity Commission (EEOC), National Contact Center (NCC) | Implementing Consolidated Contact Center Services for EEOC | |
| Advance Customer Service | Providing High-Volume, Multi-Channel Customer Contact Services for the Office of Federal Student Aid (FSA) | |
| ERISA* Filing Acceptance System (EFAST) (*Employee Retirement Income Security Act) | Capturing and Managing Data to Help Protect Employee Benefit Plans | |
| Federal Employees Health Benefits (FEHB) Annuitant Open Season | Providing Innovative Business Process Outsourcing Services to Assist Federal Retirees | |
| FSA Central Processing System (CPS) | Building and Operating the Systems that Process Federal Student Aid | |
| Free Application for Federal Student Aid (FAFSA) on the Web | Redesigning a Critical Business Process to Enable E-Filing | |
| FSA Training | Developing and Implementing Training Programs for Financial Aid Administrators | |
| Biometric ID Management (ISOSA) | Implementing a national Identification Management system in Mexico as part of a plan to reduce tax evasion and increase tax collection | |
| British Educational Communications and Technology Agency (BECTA) | Complex Case Management: Providing Profoundly Disabled Children with Access to Life Opportunities |
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