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The translation services offered in several Medicaid agency call centers add several hours of wait time for those seeking care. In this post, we will explore how to build a multilingual contact center that can provide near real-time assistance for a non-English-speaking constituent from an English-speaking agent.
million constituents in the Dallas, Texas area. Using innovation to support equitable access In April 2023, Dallas County began using Contact Center AI (CCAI) and Enterprise Translation Hub (ETH) to provide critical language services to constituents. Their ETH program translates existing service documents.
It makes discoverability of information much easier, and allows for greater transparency behind LLM operations. For constituents, this translates to easier and more secure experience when engaging with government websites and applications.
The Nomad platform is built on Amazon Web Services (AWS), and simplifies customer access to the building blocks of AWS via an intuitive interface for managing a wide range of video demands, from live streaming and recording to metadata tagging with artificial intelligence (AI), archiving, transcription, translation, and more.
Translation: Solving the problems of yesterday will not prepare your organization to thrive in the face of future challenges. When you spread technology over 90 different agencies with 90 different business needs, it creates a bunch of information silos that keep you from operating efficiently.
Government workers and constituents alike are spending exorbitant amounts of time completing and processing documents by hand, which can drive exhaustion and frustration. Document AI for the government empowers organizations to leverage Google machine learning to classify, split, and extract information to speed processing and analysis.
When well-designed, it improves constituent experiences (CX) and promotes equity and engagement. A new term to some, “civic tech” relates to technology that directly facilitates CX, constituent experience or communication. The benefits of thoughtful civic tech are big, and include the potential to promote constituent trust.
The top four concerns that SMAs have shared for unwinding are constituent outreach and engagement, staffing shortages, returned mail, and reporting capabilities. States must make a “good-faith effort” to reach out to enrollees in at least two different ways, using the most up-to-date contact information they have.
Additionally, simplified language improves the quality of translations for non-English speakers. Offer informative feedback. For UI, this means that communication with constituents should include a path of action. For UI, this means that communication with constituents should include a path of action.
Intelligent virtual agents are enabling agencies to address constituent questions and provide routine information at scale. But the value of these agents depends on the quality and quantity of information available. These workflows can incorporate reviewers, approvers, as well as content translators.
The public sector continues to inspire us with their dedication to leveraging technology and serving their constituents. Recognizing the need to meet evolving demands and expectations, USPS launched the Informed Delivery email subscription service in 2014. Informed Delivery notifies subscribers of upcoming deliveries.
Chatbots can even respond in multiple languages or translate speech to text using services like Amazon Transcribe. Tax agencies can access relevant and historical information faster, increase accuracy of tax revenue forecasting, and use predictive modeling to detect tax fraud or non-compliance.
We'll explore the ways our AI solutions are adaptive, secure, responsible, and intelligent – enabling agencies to serve constituents better than ever before. Virtual agents powered by Contact Center AI offer personalized support, while Translation AI and Document AI help with accessibility.
As a program serving a diverse group of constituents, UI programs must be able to adapt to changes in constituent demands, changes in legislation, and changes in economic conditions, without requiring a disruptive system overhaul. Automation : Automation can take many forms in a forever modern UI system.
million constituents in the Dallas, Texas area. Using innovation to support equitable access In April 2023, Dallas County began using Contact Center AI (CCAI) and Enterprise Translation Hub (ETH) to provide critical language services to constituents. Their ETH program translates existing service documents.
JB: AI and automation solutions can support transformative modernization by enabling state and local agencies to provide personalized experiences for constituents. IVAs use automation to provide language translation, augmenting live agents, and phone and online payment services. In addition, AI can be used for predictive scheduling.
Machine learning (ML) and artificial intelligence (AI) are creating more personalized and easier digital experiences for constituents. Would it benefit from one of the AI building blocks such as vision for detecting objects, conversation, translation, text analysis or tabular data with lots of rules. million and 1.2
Translating the Complexity Ad Hoc’s business concentrates on helping government agencies better serve the public by building web and mobile applications that provide good digital experiences. But recent developments in AI have made the technology very good at translating, Smith observed. “An So they are using a language model AI.
The public sector continues to inspire us with their dedication to leveraging technology and serving their constituents. Recognizing the need to meet evolving demands and expectations, USPS launched the Informed Delivery email subscription service in 2014. Informed Delivery notifies subscribers of upcoming deliveries.
The focus of digital transformation efforts should always be to integrate technology in a way that transforms an agency’s ability to deliver unprecedented value to constituents. This translated into substantial enhancements in operational efficiency and a jaw-dropping reduction in labor costs, plummeting from $3.5
The pandemic made such inefficiency even more glaring – and constituents less tolerant of it. hours a day searching for information and documents, while corporations spend about $120 billion yearly on printed forms , most of which are outdated within three months. That’s unacceptable,” Eldridge said. 4 Steps to Improving Processes.
From urban planning and public transportation development to local government projects, the public should always play a vital role in the decision-making process and have their voices heard. Ability to measure sentiment for all platform engagements with downloadable charts and graphs for reporting needs (neutral, positive and negative).
But how does this translate into community resilience? Britain needs to be levered out of its obsession with secrecy towards a form of emergency management and disaster risk reduction based on disclosing information, not withholding it. This must be stronger than factionalism in the constituent population.
As someone who has worked at both the state and federal level, the differences are striking and suggest that some serious thought should be given to translating some valuable lessons of state budget processes and policies to the federal level.
As the privacy landscape continues to evolve, the way that government organizations respond to privacy regulations will be critical to maintaining their privacy posture and responding to constituent requests. References and Information Resources. For more general information uncheck these boxes under “Cloud Instance”.
Unlike DC's "constituency service" programs by Councilmembers and the Mayor's Office, these initiatives are designed to support DIY self-help efforts driven independently of elected officials. Dallas Public Library has an Urban Information Center with special information and publications on urban issues.
19 This support was translated into extreme lobbying power in Congress, which ensured that the two companies did not lose the subsidies. Nevertheless, there is just enough historical information to reasonably estimate how much the G-fee will need to go up if the same return is to be earned on the ERCF as has been earned based on the CCF.
The second strand is my continuing investment in the patient slog that is public sector and public policy reform, in this case informed by following the work of Jennifer Pahlka. And just as much, innovations that emerge from the people and places who are “in the rules” are often not translated effectively into day-to-day practice.
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