AWS Public Sector Blog

Category: Amazon Connect

3 questions government leaders should ask when building a digital service—and how the cloud can help

While several public sector organizations launched new digital services during the pandemic, many still struggle with providing a high quality and equitable customer experience. To reduce the risk of a digital service not being received, or only being used by a limited portion of the intended population, government leaders should ask three customer experience questions before deploying new services — and consider how the cloud can help shape the answers.

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Leveraging Amazon Connect to enhance community and beneficiary services

With Amazon Connect, nonprofits are able to build a robust, scalable omnichannel cloud contact center to provide reliable, secure, and cost-effective services to their community, all without needing to provision any underlying infrastructure. In this blog, learn how to leverage AWS CloudFormation templates to quickly and simply set up Amazon Connect.

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4 ways conversational AI and Amazon Lex help the public sector transform customer engagement

Public sector organizations want to innovate the way they engage their communities to make information easier to access, improve user experience, expand their reach by supporting multiple communication channels, and improve efficiency and scalability through intelligent automation. Conversational artificial intelligence (AI) and chatbots can be used to transform the customer experience, enhance engagement, improve services, and help scale more simply.

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How to create a task-generating voicemail solution with Amazon Connect

It’s time consuming for public sector organizations to sort through packed voicemail inboxes, figure out how to respond, return calls, and take detailed records on each call. So AWS developed a scalable call center solution that allows organizations to streamline the entire call process – from call intake, to generating actionable insights for response with artificial intelligence, to detailed recordkeeping and storage. This blog post guides you through how to create this task-generating cloud call center solution with Amazon Connect.

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Strategic Initiatives to Support Digital Transformation and Digital Resilience

Building digital capabilities to withstand future challenges, from cyberattacks to severe weather events

Recent events, from public sector cyberattacks and severe weather events to the ongoing global COVID-19 pandemic, have revealed that many educational institutions, as well as regional and local governments, are not fully prepared to respond to these incidents. At the same time, large-scale disruptive events illustrate how important it is for public sector organizations to respond rapidly to keep essential services running as well as quickly pivot to offer new services. In an IDC survey of 2,000 U.S. residents in September 2020, 31% said they would like to continue virtual government services as a replacement for in-person interactions, while another IDC survey of U.S. teachers revealed that 38% expect a growth in hybrid or remote learning to be a lasting change.

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tax forms with calculator on table top

Taxes, governments, and great experiences using the cloud

Information technology and cloud services can be enablers for modernization of these business processes and tax systems, and improved constituent experience. For public administrators, these tools can also shorten the window between the enactment of a new law and its timely and successful implementation. Here’s how governments are addressing some major challenges using the AWS Cloud.

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Singapore University of Social Sciences supports remote learning and examination with Amazon Connect

College exams are stressful enough without a pandemic. Singapore University of Social Sciences wanted a remote contact center solution to make it easier for students and faculty to get support during remote learning and examinations. They turned to Amazon Connect to create a streamlined, accessible, and equitable solution for their community.

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Governments create cloud-enabled constituent engagement systems to solve challenges and innovate communities

A constituent engagement system helps governments communicate, listen, and respond to informational, service, and transactional requests from their communities. Governments across the US are embracing the cloud to optimize constituent engagement systems and improve the experience, reduce and eliminate friction for both enterprise employees and their customers, and manage first contact burdens on staffed, centralized intake points to liberate resources for higher priority initiatives.

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Supporting the LGBTQ+ communities of L.A. with scalable contact center solutions

The Los Angeles LGBT Center has cared for, championed, and celebrated lesbian, gay, bisexual, transgender, and queer (LGBTQ+) individuals and families in Los Angeles and beyond since 1969. Today, it provides direct services for more LGBTQ+ people than any other organization in the world. The center’s chief information officer, Allen Spiegler, shares how the nonprofit adopted Amazon Connect to scale their crucial contact center services to meet explosive demand—virtually overnight.

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four students walking along a tree-lined path on a college campus

5 lessons for university leaders preparing for a return to campus and how the cloud can help

Higher education leaders agree the coronavirus pandemic forced many institutions to adapt and innovate. Which strategies worked? Which tactics didn’t? What role did cloud technology play? The AWS education team recently convened a small group of university leaders for a roundtable discussion to learn about how higher education institutions innovated to support learning, teaching, health and administrative processes, campus culture, and physical infrastructure.

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