Government constituent experience
Constituent trust is the KPI.
Federal, state, and local agencies face rising call volumes, aging IVRs, and equity mandates. We design AI programs that meet FedRAMP, Section 508, and language-access requirements — without locking you to a single vendor.
Government-specific challenges
The pain points we hear most from government leaders — and the regulatory context that shapes every decision.
Aging IVR & legacy telephony
Decades-old routing that constituents cannot navigate and staff cannot maintain.
Equitable access mandates
Section 508, multilingual, and low-bandwidth constituents must be first-class users, not afterthoughts.
Procurement friction
RFPs written around features, not outcomes, lead to shelfware and audit findings.
Sensitive data handling
PII, benefits eligibility, and case data cannot leak into public model training.
Peak-load events
Open enrollment, tax season, disaster response — steady-state design collapses under surge.
Workforce continuity
High attrition and long ramp times make agent-assist and knowledge automation critical.
Solutions tailored to government
KPI-first, vendor-neutral, and built to survive audit — not just the pilot.
KPI baseline & equity audit
Measure wait time, abandonment, language coverage, and accessibility before any tool selection.
FedRAMP-aligned architecture
Reference designs that keep constituent data inside authorized boundaries.
Vendor-neutral procurement support
Outcome-based RFPs, scorecards, and pilot design your procurement office can defend.
Change management for public workforces
Union-aware rollout plans, agent-assist training, and measurable adoption gates.
State benefits agency — 4M constituents
A state-level human services agency was drowning in eligibility redetermination calls with 18-minute average wait times and a 22% abandonment rate. We ran a 6-week KPI-first assessment, rebuilt intent taxonomy, and stood up a FedRAMP-authorized virtual agent alongside agent-assist.
“They didn't sell us a platform. They rebuilt our intent model, told us which two vendors could actually pass our ATO, and stayed until adoption metrics held.”
— Deputy CIO, State Human Services Agency
Composite example based on typical engagements. Details anonymized.
Ready to design for government KPIs?
A 45-minute session with a senior advisor. No sales pitch — just your metrics, your constraints, and where AI actually fits.