Retooling Engagement: New solutions help State and Local Agencies to refine the user experience

Background: The Tennessee DHS provides temporary economic assistance, work opportunities and protective services that improve state residents' quality of life.

Challenge: A large-scale employee buyout and a hiring freeze reduced DHS's workforce at a time when the volume of Tennessee residents seeking services increased dramatically. Call center wait times surpassed two hours during peak usage and complaints increased by 275 percent. Responses to email requests by clients took several days, on average.

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