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Reimagine experiences for better outcomes

Empowering government agencies to develop workforce solutions that are laser-focused on resident and claimant experience.

Improving claimant experiences

Since the start of the COVID-19 pandemic, Accenture has been taking a 3-pronged approach to improve services for our clients:

  • Core Services: Strengthened and scaled virtual call center operations by quickly onboarding agents, updating and implementing technology, and taking on additional work to help support one-call resolutions.
  • Omni-Channel Experiences: Enhanced citizen experiences through expansion of communication channel offerings to assist more claimants.
  • Enabling Data and Technology: Leveraged technology to enhance agent capabilities and modernize systems while staying focused on continuous optimization.

Personalized and proactive citizen engagement

Due to the impact of COVID-19, Tennessee’s Department of Labor & Workforce Development was overwhelmed by claims for unemployment, with many individuals navigating the process for the first time.

Accenture has worked with the state to help citizens as they move from unemployment to re-employment. Leveraging conversational AI via SMS text messages, the solution has helped the State of Tennessee to better serve its citizens with real-time, personalized conversations at moments that matter.

What we think

Talent & Organization

Reimagining the world of work in public service

As societies emerge from the pandemic and people return to work, public service organizations will be at a crossroads.
Talent & Organization

Is the talent you need hiding in plain sight?

Uncover missed talent pools, close skill gaps and improve diversity in building better companies.

Case studies

Public Service

Ask Larry: virtual assistant talks jobless claims

The Texas Workforce Commission handled a surge in new unemployment insurance claims by leveraging an AI-powered virtual assistant to engage Texans.
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Public Service

Meet "AVA": The State of Tennessee's virtual agent

The State of Tennessee leveraged intelligent automation to address the surge in family assistance requests, improving the citizen experience.
READ MORE
Public Service

Tackling Tennessee’s surge for pandemic relief

The Tennessee Department of Human Services (DHS) needed call center assistance to deal with massive COVID-19 call volumes.
READ MORE

Meet our lead

David Metnick

Managing Director – Education, Health and Public Service

Related capabilities

Workforce for a new era

Reimagine skilling, talent and operational models to build a resilient workforce that can meet citizens’ evolving needs.

Cloud and digital platforms

Accelerating digital transformation for innovation, resilience and, growth.

Reimagining transactions & compliance

Reimagine how government payments are made and processed, how compliance is communicated and monitored, and how these are designed.
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