New York State Builds Rapid Contact Center Solution in Four Days

December 9, 2020 | 2 minute read
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When the coronavirus hit New York hard in March 2020, the state realized citizen services would quickly be swamped and critical constituent needs would not be met. State leaders needed a way to quickly add new call center agents, and also needed to divert a significant percentage of calls to self-service. With information changing day to day, it was critical that the call center agents and self-service channels offer accurate real-time information. This included COVID-19 related information from the World Health Organization, the National Institutes of Health, the CDC, and financial and social services information from the NY Departments of Labor and Health and Human Services.

And the state needed to execute all of this with a remote workforce spanning multiple departments and agencies in mere days.

To create a scalable, reliable platform that would support its goals, the state’s Department of Taxation and Finance selected Oracle Fusion Cloud Customer Experience (CX) to serve as the foundation for the Consolidated Contact Center Department which would enable 4,000 workers to act as call-center agents, even though doing so was not their core job responsibility. Given the rapidly expanding crisis, New York State needed all hands on deck. 

An intuitive elegant interface activates thousands of new call center agents

Within hours, the Coronavirus Hotline team created 4,000 new accounts for the new workers who would be joining the front line response team. Designing an interface that was elegant and intuitive was essential, as the state did not have much time to train its employees on the system.

Agents and self-service channels needed to field inquiries spanning a range of areas: COVID-19, other healthcare concerns, unemployment, financial assistance programs, mental health services, and even driver’s license renewals, trash removal, and more. Lastly, to be complete, the portal needed to enable online application support so that programs with eligibility requirements, such as supplemental nutrition assistance (SNAP), temporary assistance for families in need, unemployment -  could be run and managed online from start to finish.

To get started, call center agents just needed an internet connection and a web browser. From there, they could securely access the Agent Interface and begin assisting with constituent inquiries. 

From concept to completion: Four Days

On March 15, New York State launched the New York Coronavirus Hotline. With Oracle CX Service as the foundation of the new hotline, the state was able to offer citizens and employees with access to key services via the communication channel of choice:  mobile phones, land lines, text, chat, email and the web portal. Robotic Processing Automation and Bots were deployed to constantly scan for new information from the CDC, World Health Organization, National Institutes of Health, Department of Labor and Department of Health and Human Services.

Learn more about how three levels of government responded to COVID-19.

Daniel Keene

Daniel Keene is the general manager for Oracle’s state and local government applications business, which delivers innovative back-office and front-office solutions to government agencies across the country. He leads a national team of cloud application experts charged with transforming government through the adoption of Oracle ERP Cloud, HCM Cloud, CX Cloud and other SaaS products.

Daniel has over 30 years of experience in the state and local government solutions market, and has held executive positions with Deloitte Consulting, CGI, and American Management Systems. He plays an active role in numerous state and local government associations including the National Association of State Auditors, Comptrollers and Treasurers, the National Association of State Budget Officers, and the Government Finance Officers Association.

His diversified leadership background encompasses all aspects of state and local government solution practices including sales, cloud managed services, project delivery, global product development and marketing, and account management.

He holds a B.S. in business and computer science from Illinois State University. Daniel resides in northern Virginia with his wife Nazzic and their five children.

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