- Connect
- Customer AI
- State and Local Government
Amazon Connect Customer for State and Local Government
Personalized, AI-powered public service experience across every channel
Community-Centric AI for State and Local Government with Amazon Connect
State and local government agencies can improve their communities by modernizing the essential public service experience with Amazon Connect across all touchpoints, including voice, chat, messaging, and email. Constituents expect fast, modern access to critical services — from vehicle registration and licensing to public health programs, emergency response, and unemployment assistance. These essential services must be prompt and accessible, especially during times of urgent need, while meeting budget mandates and government security requirements, including GovRAMP, HIPAA, FERPA, and others. Earning constituent trust through modern, responsive service is a top priority for state and local government agencies.
Discover how AI-powered virtual staff can automate routine, high-volume inquiries — freeing your team to focus on complex constituent needs while leveraging real-time analytics to improve public service performance.
Reliable, Scalable State and Local Government Service with Community-Centric AI
Transform how your agency serves residents by bringing agentic AI into your daily operations. AI agents can dynamically search across your agency’s systems and resources to find answers to resolve resident needs quickly and accurately. These AI agents handle high-volume, routine inquiries independently, while seamlessly collaborating with your staff to deliver personalized, efficient customer experiences for residents during critical moments.
Handle local and regional emergencies with a scalable contact center that helps prioritize emergency incidents. Prioritized routing directs non-emergency calls to self-service options, ensuring responders focus on life-threatening situations even when call volumes surge with systems that continue to work reliably.
Deliver self-service chatbots and interactive voice response in more than 30 languages, ensuring state and local governments provide equitable access to critical services for residents of all cultural and linguistic backgrounds across voice and digital channels.
Instead of navigating multiple departments to get answers, residents are automatically connected to the right service, staff member, or information — all in one place with Amazon Connect. If no one is available, a callback is created, so no request goes unanswered. Customized workflows pull the right information quickly, saving time for both government staff and the communities they serve.
Purpose-Built for State Government and Local Government Needs
AI-powered self-service for constituents
Give residents the help they need – anytime, anywhere – without adding burden to your staff. With AI-powered self-service options in a single application, your agency can offer smart virtual assistants across both phone and digital channels that handle complex resident requests in 30+ languages – ensuring equitable access for diverse communities.
Smart workflows for public servants
Guide your public servants through common scenarios with step-by-step instructions for tasks such as processing permit applications, enrolling residents in public assistance programs, handling DMV transactions, or managing unemployment claims. Use the Amazon Connect drag-and-drop workflow designer to build custom guides tailored to your agency's needs — no coding required. Set rules to surface the right guide for the right situation, helping staff resolve constituent issues faster.
Proactive outreach and emergency alerts
Personalize proactive outreach with relevant emergency alerts such as public health notifications, and community updates to ensure residents receive timely information that matches their location and needs. Set up campaigns to run once or continuously, automatically triggering messages based on constituent activity, such as incomplete permit applications or upcoming license renewals, keeping communities informed and engaged.
Government-grade security
Protect your constituent data with a solution built to meet strict government compliance requirements including GovRAMP, HIPAA, and FERPA. Whether your staff is processing unemployment claims, managing public health records, or handling tax filings, Amazon Connect helps ensure sensitive constituent information stays secure at every step. Maintain local and statewide compliance across remote and in-office teams 24/7/365.
See How State and Local Government Leaders improve public services with Amazon Connect
Kentucky Transportation Cabinet
The Kentucky Transportation Cabinet serves over 4.1 million drivers in Kentucky and needed a new constituent service solution to avoid downtime during peak call times and expensive third-party assistance. It took just six weeks to roll out Amazon Connect, which now sees over 900,000 chatbot interactions per month, and reduced the average call time to under 2 minutes. With a callback feature added and staff training times halved, the new solution has positively impacted training time and agent experience.“We can assist more customers in less time. This upgrade brings more modern functionality for customers and customer service professionals.”
South Florida’s City of Tamarac
South Florida’s City of Tamarac residents can now resolve their issues faster by connecting with an AI-powered virtual assistant through Amazon Connect. For example, now 20% of people find the answers to their questions without ever speaking to a human. The AI can route constituents by listening for keywords like “trash pickup” or “permit”, or “speak with a person,” and the system seamlessly scales during high-demand periods, offering residents the opportunity to request callbacks while keeping their place in the queue.
City of Atlanta
In the City of Atlanta, the Department of Customer Service 24/7 resident support center is responsible for being the frontline of non-emergency service requests for over half a million people. Today, the City of Atlanta’s Amazon Connect solution handles more than 30,000 transactions per month, a volume that would have been impossible to support on the legacy system.
State and Local Government Use Cases
Omnichannel constituent experience
State and local government agencies can go beyond phone-only operations to offer residents seamless support across chat, text, and phone — with AI-powered self-service available around the clock. Proactively send critical alerts based on a resident's address, such as emergency notifications, road closures, or benefit renewal reminders. Surface the services residents use most and engage them on their preferred channel — reducing wait times and helping residents get the services they need faster.
Public servant productivity and empowerment
Reduce onboarding time, call handling times, and staff turnover by giving your government staff a workspace built for productivity. With Amazon Connect, staff handling claims and applications have everything they need in one place to assist residents quickly and manage their caseload with ease. Resident profiles give staff instant context on who they are helping, including past interactions and service history, so every conversation starts informed, and every resident feels supported.
Analytics, insights, and optimization
Anticipate resident demand by predicting call volumes — whether during tax season, open enrollment periods, or emergency events — and schedule your staff accordingly to avoid gaps in service. Track constituent satisfaction and staff performance over time to identify areas for improvement. View summaries of performance on customizable dashboards that surface the metrics that matter most, from call resolution rates to permit processing times. Connect to third-party sources to enrich your insights, measure KPIs, and make confident, data-driven decisions that better serve your community.
Unified constituent data
Better serve your community by building rich resident profiles — bringing together data from across departments to create a complete picture of each person’s needs and history. As resident’s circumstances change, such as a change in address, income status, or program enrollment, their profile updates automatically to reflect their current situation. Use these dynamic profiles to proactively reach specific groups — such as residents eligible for benefit renewals, households in underserved areas, or constituents needing multilingual support — ensuring every resident receives a personalized, consistent experience across phone, chat, text, and email.
Flexible Pricing for State and Local Government Constituent-Centric AI
Amazon Connect is a budget-optimized solution, with pricing based on constituent engagement instead of seats or capacity peaks to maximize taxpayer value. Amazon Connect pricing is per unit (minute, day, task, message) depending on your service selection. Browse plans to choose your Amazon Connect pricing model, including unlimited AI and various communication channels. Change in the future as your needs shift.
