Accenture mobilized a highly-skilled team of 25 people in just four days to handle surging call volumes for Pandemic Temporary Assistance for Needy Families (P-TANF). We utilized the contact center solution on Amazon Connect technology. FAQs were added into the system to address the most common reasons residents were calling.
Our team engaged with key Tennessee DHS stakeholders and immediately created a governance structure, meeting daily in the beginning to provide performance updates. Additionally, these sessions allowed us to learn how else we might add value to the DHS. For example, we customized existing analytics in Amazon Connect to the state’s needs—DHS had not previously had visibility into usage analytics and statistics.
To ease the burden on new agents during this rapid deployment, Accenture created (within 24 hours) process guides to support them.
The result of effectively leveraging both people and technology was that, once the P-TANF call volume became more manageable, we had excess capacity available and could help the DHS handle additional call types. We added online application support calls for the state’s Supplemental Nutrition Assistance Program (SNAP) and TANF benefits and added Pandemic Electronic Benefit Transfer (P-EBT) on June 15, 2020.
Using some spare project capacity, Accenture offered to help in other critical areas and presented the state with 12 value-added project options to avoid leaving the extra capacity dormant. The DHS chose these three: