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Citizen Engagement Blog

IVR as a Shared Service Improves Citizen CX and Government Modernization Efforts

Federal, State and Local governments are promoting shared services to check some critical boxes:

  • Saving money by taking greater advantage of existing IT resources
  • Improving citizen customer service with limited resources
  • Reducing redundancy from multiple distributed and duplicative IT functions
  • Taking the next step in IT optimization, which began with datacenter consolidation
  • Supporting the move from on-premise infrastructure to the cloud

Take stock of shared service options and benefits to increase citizen customer service efficiencies. These facts and proof points will help.

Topics: Industry Insights Service Delivery IVR Business Case Customer Experience Open Government Process Improvement Human Services IVR Government customer service citizen customer service

GovTech Recap: What Priorities City and County Government CIOs Have in Common

This week, large city and county CIOs and CTOs came together at the Government Technology (GovTech) Digital Communities Large City/County Fly-In hosted by the Washington D.C. CTO, Archana Vemulapalli, and her team. Important and common government priorities being discussed included: IoT governance, identity and security management, government workforce and technology opportunities.

As a technology sponsor of this event, we were invited to join the discussion and learn from technology leaders from some of the top cities and counties in the U.S. As COO at Contact Solutions, a Verint Company, I was privileged to have deeper discussions with many city and county leaders, along with our Operations Analyst, Christina Mero, and offer these timely collective insights. 

Topics: Industry Insights Process Improvement Contact Center Insights IVR Government customer service

Customer Service Challenges with an Aging Government Workforce


Population aging has been called the “silver tsunami,” as cited in the Pew Internet Project’s 2001 “Wired Seniors” report, which was a catalyst early warning sign of things to come. Now, it appears the wave of Baby Boomer retirements from the government is about to hit.

While this retirement juggernaut was originally supposed to crest in 2011, many public sector employees delayed their exit due to the economic effects of the recession. Currently, 2017 is the target year. Are you ready?

Topics: Customer Experience Process Improvement Contact Center Insights IVR Government customer service

IVR Drives CX Enhancements for Large Municipal Transportation Authority

Transportation depends on fast customer service to serve citizens on-the-go. Today we announced our latest implementation of voice self-service and speech technology implented to solve government and citizen needs.  This new contract introduces IVR self-service to a large initiative to support its modernization goals to bring:

  • Better customer service
  • Improved customer experience (CX)
  • Secure, improved way to interact with common transportation interactions

Read the full press release to learn more.

Topics: Customer Care IVR Security Open Government IVR

Voice Self-Service: a Vital Channel for Government Contact Centers

With the need for more personalized and secure customer service on the rise, right along with the rise in costs and complexities of managing a contact center, government agencies have to be as smart as possible when contracting and managing technology projects. A dynamic IVR is one way to beat the budget vs. customer experience challenge for public sector customer service. Even Millennials would agree.

In a previous blog post about modernizing state contact centers, we encouraged government agencies to introduce digital engagement opportunities via web, mobile web, and mobile apps as part of their contact center modernization efforts. But that doesn’t mean agencies should dismiss or downplay traditional phone calls. Here’s why:

Topics: Industry Insights Customer Care IVR Security Open Government Contact Center Insights IVR

Government Customer Service Under the New Presidency

While the world watches as Donald Trump is inaugurated as the President of the United States, many government administrations and programs wait in limbo. What will this mean for citizen services, state of customer service in the near future, and frankly, your job?  Citizens will always need customer service, and agencies will always need affordable, effective options to solve citizen needs.  Technology modernization is a critical component of that future outlook.

Topics: Customer Engagement Industry Insights Open Government Contact Center Insights Human Services

Highlights on Fraud Prevention from the EBT Next Gen Conference

At the recent EBT Next Gen Conference in Clearwater Beach, FL over 300 EBT stakeholders came together at this annual event to address the latest issues, concerns and regulations facing government EBT card programs, and fraud identification and governance played a prominent role in that discussion.

Fraud tracking and prevention was a particular focus at the Plenary Session: Front Page Focus-issues and concerns facing the EBT Industry.  Four distinguished panelists from state, vendor, consulting, and advocacy organizations participated to delve deeper.

Topics: IVR Security IVR Business Case Fraud Prevention EBT Fraud Fraud Analytics

Governing Institute Research Part 2: Modernized Contact Centers Help Worker Productivity

Governing Institute’s new study “Citizen Engagement Modernization in the State Contact Center” examines how the modernization of contact centers can both improve citizen engagement and address operational needs. In Part 1 of this post series, we examined how research results identified methods to improve the citizen experience. Now in Part 2, we discuss how research results identify backend modernization needs  that address outdated technology, inefficient processes, and staffing and operational burdens to improve state worker productivity.

Topics: Customer Engagement Industry Insights Open Government Contact Center Insights Human Services

Governing Institute Research Part 1: Modernized Contact Centers Help Citizen Engagement

New research by the esteemed Governing Institute validates that state governments realize the impact outdated technology and inefficient processes have on citizen engagement and operational burdens. In this post, we examine the research findings that answer how modernizing contact centers can improve citizen engagement. Watch the early findings video, read more, and get the Governing Institute infographic.

Topics: Customer Engagement Industry Insights Open Government Contact Center Insights Human Services

Government Survey Results: HHS Leaders Address Contact Center Modernization

Now, more than ever, health and human services agencies face a variety of challenges in your efforts to protect and enhance the health and well-being of your constituents. You are under pressure to balance resources and demands while executing your services effectively and efficiently.  

A recent Governing Institute study on Citizen Engagement investigated where state agencies stand on contact center modernization to support their citizen engagement efforts.  HHS leaders were strongly represented in the survey results.  Let's take a look at how they're doing... 

Topics: Customer Engagement Industry Insights Open Government Contact Center Insights Human Services