www.ctg.com Case Study The Client Fedict (now BOSA), Belgium’s federal public service for information and communication technology (ICT), defines and implements the federal e-government strategy. The company uses innovative ICT to help various federal public services improve their service portfolios and tailors its offerings to better meet the needs of the general public, businesses, and civil servants. The Challenge Fedict was looking for a new partner to assist them in providing support to its end users through its central service desk. Their service desk is a classic front and back-office arrangement that receives approximately 45,000 calls per year. They wanted a new partner to take over operation of its central service desk and handle incidents and requests reported by Belgia

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