Empower constituents with digital government services

Improve responsiveness, drive equity and inclusion, and deliver consistent interactions across every channel, no matter how your residents choose to engage. Empower your employees to provide agile and efficient government services, from anywhere, using a complete set of digital customer service tools.

Create voice-enabled service experiences for your constituents.

The benefits of implementing digital government services

01Empower your constituents

Offer self-service and personalized advice through the channels your constituents prefer with 24/7 access to chatbots, digital assistants, citizen portals, and more. Constituents can easily apply for benefits and services online and receive end-to-end service and support.

See how the City of Los Angeles delivered emergency aid (PDF)

02Enable your digital workforce

Empower each employee with a secure, browser-based console to more effectively respond to citizen requests, manage caseloads, and deliver government services—in or out of the office. Provide a complete 360-degree view of each constituent’s details, interaction history, and more.

Take a tour of Oracle’s intelligent customer service solution

03Deliver the right answers and guidance, every time

Easily deliver personalized advice and eligibility decisions using automation. Ensure consistent, equitable service across all channels, in any language, for all residents.

04Innovate with confidence

Rapidly deploy low-code and no-code solutions using Oracle’s secure cloud platform and purpose-built applications to serve the needs of your constituents at the speed and scale they demand.

Blog: Learn how New York State built a rapid contact center solution in four days

Oracle and Mastercard simplify economic aid for constituents in need

The City of Los Angeles, in partnership with the Mayor’s fund, distributed more than $36M, serving more than 100,000 people in need during the pandemic.

Explore Oracle digital government service features

Improve mission performance with digital service delivery tools that plug and play with your workflows today so you can offer better government service tomorrow.

Self-service convenience for your constituents

Offer personalized, flexible constituent services and support across a wide variety of digital channels. Provide a range of self-service options so members of the public can get access to immediate advice and escalate to a human agent if desired.

Full-support service center

Maximize your team’s ability to assist constituents by providing a detailed, unified view of each constituent’s service requests and identified needs across channels. Enable collaboration across agency departments by automatically routing and prioritizing service requests.

Personalized referrals to government information

Guide residents to the right answers and information with intuitive, knowledge management capabilities that include advanced natural language processing and intelligent wizards. Keep information current with flexible, easy-to-use content authoring, editing, and publishing tools.

Online intake, eligibility, and benefit calculations

Offer an intuitive intake processes for government services and benefit programs. Provide consistent, personalized advice, real-time eligibility decisions, and payment calculations using Oracle Intelligent Advisor to model even the most complex regulations and policies.

Data-driven program enhancements

Create actionable, dynamic dashboards to report on activities and outcomes. Analyze case trends to enhance policies and processes and target government programs and communications where they are most needed.

End-to-end government service delivery

Enable a complete and streamlined service lifecycle by connecting all service processes, including outreach, self-service, service requests, case management, and back-office financial management.

“I take dollars from community members in the form of taxes. I need to deliver back to them a service that’s worthy of what they did to earn the money that they gave to me in the form of taxes. Customer experience needs to be top-notch because the effort they put in was top-notch.”

Brian Osterloh, Director, Department of Technology and Innovation, City of Albuquerque
Thought leadership

New York State builds rapid contact center solution in four days

Daniel Keene, General Manager, State and Local Public Sector, Oracle

When the coronavirus hit New York hard in March 2020, state leaders realized citizen services needed a way to quickly add new call center agents and divert calls to self-service. With information changing every day, it was critical for agents and self-service channels to offer accurate real-time information related to COVID-19. Learn how New York State scaled their team in four days.

Read the complete post

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