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Citizen Engagement Blog

Government Podcast: Knocking out the Government Program Fraudster

Identifying and stopping fraud in the contact center is not a one-two punch. It takes intelligence and action combined in a thoughtful manner that critically monitors and detects the good from the bad, in real time and over time, depending on your needs and goals.

As we dig deeper into fraud attacks, so too does the story expand to a beneficial conclusion…for your citizens and government, that is. Dean D’Adamo, of Contact Solutions a Verint Company, challenges you to be the knock-out champion in the war against fraud. 

Topics: Fraud Prevention Government customer service IVR Security

Government Podcast: The Deeper Contact Center Impact of Cyber Attacks

Fraudsters are tricky fellows, and it only takes a few good ones to establish a fruitful and steady flow of criminal activity against your citizens. Unfortunately we know more than a few are lurking in not so obvious places. Dean D’Adamo, of Contact Solutions a Verint Company, addresses the profound effect that fraudulent activities have on your government programs, and steps you can take to stop them in their tracks.

Topics: Fraud Prevention Government customer service IVR Security

Government Podcast: Following Cyber Attacks to the Contact Center

Cyber crimes are a hot topic for a reason. They impact millions of citizens, organizations and public trust. But the crimes don’t stop there, as the money flows – and the plethora of valuable information – the bad guys and gals are hot on its trails. In this podcast, Dean D’Adamo, Senior Director, Government at Contact Solutions a Verint Company, provides insights into cyber attacks in the contact center.

Topics: Fraud Prevention Government customer service IVR Security

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

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