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Federal Government

ContactEngine
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 revolutionizing the way some of the world's largest companies 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.

How ContactEngine fits in:

Award

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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Rocket

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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Our insights from customers to citizens

What the federal government can learn about citizen service from its best performing ASCI agencies

BLOG

While the latest figures on the American Customer Satisfaction Index (ASCI) are down when it comes to federal government services, there are still some great examples of excellent customer experience.

READ 3 min

Revealed – What is the US’s least satisfying federal department and how can it improve?

BLOG

For the second consecutive year, the ACSI Federal Government Report has shown a steady decline in citizen satisfaction with federal government services. Our latest blog looks closely at how the lowest performing department can improve.

READ 3 min

Proactive care for Federal Government: Healthcare Providers

VIDEO

ContactEngine provides intelligent and proactive scheduling and rescheduling, benefiting government agencies and citizens alike

READ 3 min

Human-Computer Rapport

Video

What is Human-Computer Rapport, and why do we need it? AI experts Prof. Chris Reed (ARG-Tech, University of Dundee) and Prof. Mark K. Smith (CEO, ContactEngine) and Euan Matthews (ContactEngine) discuss the technology behind contextualised communication between computers and humans.

watch 24 min

An Insider's Guide to Artificial Intelligence with Elena Musi and Prof. Chris Reed: Part 2

Video

The conversation continues: Elena Musi, Lecturer in AI and Communication at the University of Liverpool, speaks to Prof. Chris Reed on various topics ranging from trustworthiness (bias and transparency in AI) and whether or not we're on the verge of an AI winter.

watch 17 min
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We’ll share our news and insights with you once a month.
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