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.
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)
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
Easily deliver personalized advice and eligibility decisions using automation. Ensure consistent, equitable service across all channels, in any language, for all residents.
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
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.
Improve mission performance with digital service delivery tools that plug and play with your workflows today so you can offer better government service tomorrow.
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.
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.
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.
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.
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.
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.”
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