article thumbnail

Dallas County provides critical language services with Google Public Sector

Google Public Sector

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.

article thumbnail

Building Civic Trust Through Civic Tech

GovLoop

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.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Building a multilingual contact center for Medicaid agencies on AWS

AWS Public Sector Blog

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.

article thumbnail

Designing an Accessible and Equitable Experience for Constituents Accessing Unemployment Insurance

Government Technology Insider

Additionally, simplified language improves the quality of translations for non-English speakers. For UI, this means that communication with constituents should include a path of action. For instance, a constituent searching for a new job may fit most of the qualifications for a position but lack a few key skills.

article thumbnail

Streamlining with DocAI can yield cost savings and help accelerate missions

Google Public Sector

Government workers and constituents alike are spending exorbitant amounts of time completing and processing documents by hand, which can drive exhaustion and frustration. While agencies have a wide range of missions, they are all focused on improving the constituent experience, better serving the public, and driving operational efficiencies.

article thumbnail

Simplified CCAI virtual agent management for business users

Google Public Sector

Intelligent virtual agents are enabling agencies to address constituent questions and provide routine information at scale. Content Governance - Content quality controls are important because intent responses are constituent-facing (chatbot or call center). AppSheet can create approval workflows before content is published.

article thumbnail

Providing Digital Forms for 24/7 Service

GovLoop

Paperwork “can often be inaccessible if it is not clearly written in plain language; if translated versions are unavailable; if it does not consider the needs of people with specific vision, auditory, or cognitive impairments; or if staff are unavailable to offer assistance in a timely manner,” the Center for American Progress reports.