AWS Public Sector Blog

Tag: Amazon Connect

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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UT Austin connects students with answers faster using Amazon Connect

The College of Liberal Arts at University of Texas at Austin wanted to make it simple for students, faculty, and staff to contact support agents. This is how they built and scaled a contact center solution on AWS with Amazon Connect that reduced call wait time, cut costs, and more easily resolved technical issues — all while call volume more than quadrupled.

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city hall local government

Balanced budgets and enhanced constituent services: ERP beyond infrastructure in state and local governments

State and local governments (SLGs) are constantly looking for ways to improve the lives and well-being of their constituents. They strive for increased efficiencies in delivering existing government services or potential new services such as those related to assistance with food, health, education, affordable housing, weatherization, and more. Enterprise resource planning (ERP) solutions, along with ancillary business systems that support performance-based budgeting, play a key role in providing data insights. The balancing act between tight budgets and enablement of government services is enabled by fiscal health, sound policies, and data insights. ERP systems deployed on the cloud can help with the capabilities and technology tools that governments need to derive efficiencies with existing services and deploy new services.

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BrainGuide uses cloud technology to empower people with knowledge and resources for brain health

Alzheimer’s, a progressive brain disease that gradually deteriorates memories and thinking skills, is one of the leading causes of death in the United States, according to nonprofit UsAgainstAlzheimer’s (UsA2). To help address the immense need for brain health information and insights, UsA2 recently launched BrainGuide working with AWS and Biogen. BrainGuide is a first-of-its-kind platform that empowers people with knowledge and resources to take the best next steps in managing their own or a loved one’s brain health.

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reInvent 2020 Jan

New re:Invent sessions for the public sector coming this month

AWS re:Invent 2020 is not over. Additional content will be released January 12-14, 2021 including more than 200 new no-cost, virtual sessions. In the public sector track, watch five new sessions this January on topics from preparing for ransomware to designing AI and ML applications. Hear from customers like the United States Census Bureau and Capella Space in sessions aired first in Americas, then in Asia-Pacific, and finally in EMEA – all available later on demand.

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female student with mask holding books outside university building

University of Keele begins digital transformation using AWS

With AWS Cloud-based solutions, Keele University in England is now able to meet students’ and prospective students’ admissions needs virtually. Prospective students from around the globe can now tour campus remotely, and students going through the confirmation and Clearing process (a period where UK universities accept students and fill remaining seats in their incoming class if a student has not matched with their preferred institution) have a more streamlined, efficient experience. To kick-start the university-wide digital transformation, the team decided to start with an immediate need: the admissions process.

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On the night before Christmas, children around the world wonder when Santa is coming to town. For the 65th consecutive year, the North American Aerospace Defense Command (NORAD) will put its world-class technology to work to keep an eye on Santa’s whereabouts. Beginning at 6:00 AM EST on December 24, families can check on Santa’s location by calling the toll-free number 1-877-Hi-NORAD (1-877-446-6723). In a typical year, nearly 1,500 volunteers gather at the NORAD Tracks Santa Operations Center at Peterson Air Force Base in Colorado, where they receive over 150,000 calls from children around the world. However, to keep volunteers safe during the pandemic, NORAD won’t be able to host as many phone operators in-person this year. Amazon Web Services (AWS) is supporting NORAD by helping their volunteers answer as many calls as possible through Amazon Connect, an omnichannel cloud contact center service. By transferring calls through Amazon Connect, NORAD staff and representatives will be able to answer calls from their homes or offices, supporting those on site at the NORAD Tracks Santa Operations Center. All they need is an internet connection and a headset to take calls through Amazon Connect. Here’s how it will work: • When families call the NORAD Tracks Santa Operations Center, their call will be directed to volunteers at Peterson Air Force Base, who will answer as many calls as possible. • If a volunteer is not able to answer the call, it will be routed to a cell phone bank hosted by Verizon, where volunteers will also be able to answer calls. • If volunteers at Peterson Air Force Base and the Verizon phone bank aren’t able to answer a call, it will be routed through Amazon Connect to volunteers who are answering calls from their homes or offices. • If there are no volunteers available, families will receive a recorded message that is updated regularly with Santa’s current location. “The NORAD Tracks Santa Operations Center is an integral part of our program, and we are excited to expand our call center capabilities with this technology to keep our volunteers safe while still allowing them to answer calls,” said Preston Schlachter, public affairs officer for NORAD. “We appreciate everything AWS and our incredible team of corporate partners is doing to keep the magic alive this year.” “During the pandemic, many organizations have had to adjust how they operate call centers—Santa’s helpers at NORAD included,” said Dave Levy, AWS vice president for U.S. government, nonprofit, and healthcare businesses. “Amazon Connect allows customers like NORAD to limit the number of people answering calls in-person, offer operators more flexibility in where they work, and scale contact centers to answer more calls during times of peak demand. And no evening sees more demand for Santa’s whereabouts than Christmas Eve.” For more information, families can visit the NORAD Tracks Santa website at www.noradsanta.org. Additionally, Amazon is working with NORAD to make sure Alexa is up to date on Santa’s whereabouts through the NORAD Tracks Santa skill for Amazon Alexa. Enable this skill and request: “Ask NORAD Tracks Santa: where's Santa?” To all of the kids calling in—from one to 92—wishing a Merry Christmas from the AWS team to you.

NORAD keeps an eye on Santa with help from Amazon Connect

On the night before Christmas, children around the world wonder when Santa is coming to town. For the 65th consecutive year, the North American Aerospace Defense Command (NORAD) will put its world-class technology to work to keep an eye on Santa’s whereabouts. Beginning at 6:00 AM EST on December 24, families can check on Santa’s location by calling the toll-free number 1-877-Hi-NORAD (1-877-446-6723). AWS is supporting NORAD by helping their volunteers answer as many calls as possible through Amazon Connect, an omnichannel cloud contact center service. By transferring calls through Amazon Connect, NORAD staff and representatives will be able to answer calls from their homes or offices, supporting those on site at the NORAD Tracks Santa Operations Center.

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HHS pavilion

Now access the Health and Human Services Cloud Pavilion: An online, interactive learning environment

State and local governments and health and human services (HHS) agencies provide key services to the nation’s most vulnerable and at risk populations such as healthcare, nutrition, economic, and other social support programs. HHS organizations were among the first to feel the impact of COVID-19 and its effects continue to linger and test aging infrastructure and limited technology systems. State and local government agencies made mission critical decisions to address those immediate needs and are preparing for resiliency moving forward. For this, they turned to the cloud. To help organizations discover how the cloud can help, Amazon Web Services (AWS) created the Health and Human Services Cloud Pavilion, an online, interactive learning environment.

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