GOVERNMENT CUSTOMER SERVICE
BY JESSICA PETRIE AND JIM KATZMAN, INMOMENT
ILLUSTRATION PROVIDED BY ADOBE STOCK
IF / WHEN CUTS HIT THE CALL CENTER...
POTENTIAL IMPACTS OF THE TRUMP ADMINISTRATION’ S COST REDUCTIONS.
In recent months, the Trump Administration, in collaboration with the Department of Government Efficiency( DOGE) led by Elon Musk, has initiated significant reductions across several federal agencies.
These actions, and others, have reportedly led to substantial, and in some cases immediate, workforce downsizing and the elimination of key services, including those providing direct support to citizens. For instance, the Social Security Administration( SSA) had planned reductions in staff responsible for handling inquiries. This has led to fears of longer wait times for Social Security recipients seeking information or assistance.
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But then the Administration announced a reversal of planned cuts after intense backlash. It seems as though only time will tell in the long-term, but uncertainty remains.
Similarly, the Department of Veterans Affairs’( VA) call centers have faced downsizing and cancellation, which could affect support for veterans accessing essential services.
These developments raise concerns about how diminished government resources might shift the burden of customer support to private sector contact centers, which could affect support for veterans accessing essential services. 
 These developments raise concerns about how diminished government resources might shift the burden of customer support to private sector contact centers. Thus necessitating strategic adjustments in handling increased and more complex inquiries.
WHAT DO AMERICANS THINK?
To better understand how everyday Americans are feeling about the shrinking availability of government services, we at InMoment surveyed more than 1,000 U. S. residents between April 4 and April 6, 2025.