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Federal Government

for Federal Government

Transforming the citizen experience across high impact federal service providers.

Federal agencies have a clear requirement to improve citizen communications and evidence this through improved ACSI customer satisfaction scores. Through ContactEngine, you now have a proven way to do just that. For 10 years, ContactEngine has been revolutionising the way the largest company’s talk directly with their customers. Our proven techniques are just as effective for federal government services.

We know we improve engagement metrics with hard-to-reach constituents, and now ContactEngine is available through AWS GovCloud and Azure direct to federal agencies:

  • Veterans Affairs – Health administration and benefits administration
  • Centers for Medicare and Medicaid Services
  • Department of Education – Federal Student Aid
  • Social Security Administration
  • Department of Health and Human Services
  • Department of Homeland Security – Transportation Security
  • Department of Homeland Security – US Customs and Border Protection
  • Department of Homeland Security – Citizens and Immigration Services
  • Department of Homeland Security – Federal Emergency Management Authority
  • Department of Housing and Urban Development – Federal Housing Administration Single Family Loans

Our insights from customers to citizens

The Deficiencies of De-identified Data


Despite new data laws sweeping the globe, there is still a mountain of work to do to protect customer privacy

READ 12 min

Why Call Centers Continue to Frustrate Customers


Call Centers play a vital role in customer satisfaction – so why do 75% of customers leave call center interactions frustrated?

READ 21 min

Are Communication Preferences Driven by Security


Our insights, gathered from millions of conversations with real customers, explode the myth that security concerns drive customers’ communication preferences.

READ 17 min

Dr Mark K. Smith, Founder & CEO, ContactEngine


CEO Dr Mark K. Smith shares his stories on the road to becoming a founder with

watch 6 min

An Insider’s Guide to Artificial Intelligence: NLP (Part 2)


Multi-award-winning Professor Roberto Navigli from Sapienza University of Rome joins CEO Dr Mark K. Smith to discuss his latest project, BabelNet® 

watch 11 min

How ContactEngine fits in:


Improve ACSI customer satisfaction scores

ContactEngine has never failed to improve customer satisfaction for every one of our corporate clients. It’s a bold claim, we know, but one we’re happy to back up when we meet. And now we’re mapping that across federal agencies.

How do we do this? By enabling organizations to speak more effectively with tens of millions of customers. And every one of your constituents is also one of those customers. We know how to talk to them. In fact, we are probably already talking to them on someone else’s behalf.

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Logistics Engagement

We learn your constituents’ jargon

Think about how, say, military veterans and students might talk to each other. Our conversational, contextual AI thrives on these differences, learning how best to engage not just with each type of person, but with every single person.

Then factor in that federal agencies will also have their own terminology, and you have ‘communication soup’. No problem, ContactEngine learns your language too, ensuring clear communication from start to finish.

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Banking Productapp

Regulatory compliance

We know that some of the conversations our federal clients hold with constituents must be evidenced for compliance. This is hard-wired in to our systems, allowing you to trace every conversation both within our system and within yours.

Whether someone is completing a loan application or offboarding from the military, scheduling medical appoints or completing taxes, our processes are tailored to comply with your legal and reporting requirements.

PII is masked and data is encrypted resting and active.

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Logistics Outcome

Hitting service delivery targets

Whether it’s processing medical claims, student loans, taxes, aid, security or immigration, sometimes citizens just have to work through your processes to enable you to serve them. ContactEngine integrates with any process and ensures that a higher percentage of constituent’s progress to completion.

The results? You’ll hit more of your CSAT targets AND your service users will be are happier.

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Pilot programs in weeks not months

ContactEngine transforms business processes and citizen communications. For millions of citizens that takes some planning, and we understand you wouldn’t commit to that without proof.

We have therefore become expert in setting up market trials with sample constituent sets. Within just a few weeks you will know what impact ContactEngine would make.

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We’ll share our news and insights with you once a month.
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