AWS Public Sector Blog
Author: Ritesh Choudhary
Ritesh is a specialist solutions architect for Amazon Connect at AWS, focusing on public sector organizations. He helps government agencies and public institutions modernize citizen engagement through cloud-based contact center solutions, enabling them to deliver accessible, efficient, and secure services to the communities they serve.
How South Carolina DSS modernized 19 contact centers to improve benefits delivery with Amazon Connect
Social services agencies serve some of society’s most vulnerable members. Service interruptions don’t just create inconvenience—they can delay essential support. The South Carolina Department of Social Services (SCDSS) faced exactly this challenge. Working with Amazon Web Services (AWS), SCDSS modernized 19 contact centers and two interactive voice response (IVR) systems, transforming how the agency connects with the one in six South Carolinians it serves.