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Improving State Government Appeal Hearings with DARS on AWS
By: Ram Agarwal on February 8, 2023
These days, people expect smooth, digitally-enabled experiences for almost every service. This includes the legal system. Being able to hold secure and remote hearings for claims and other legal matters was forced into necessity by the pandemic, but the convenience and efficiency has cemented demand for this technology.
Our client’s challenge
Our State client faced challenges in conducting hearings thanks to old, siloed technology. Hearings were expensive, time consuming, and they often resulted in a poor constituent experience. Not to mention, the State was not making any money whatsoever in the process.
Solution: DARS® on AWS
DARS stands for GTS’ Digital Appeals & Recording Solution. After working closely with the department to understand their unique needs, DARS’ base platform was modified and implemented on Amazon Web Services (AWS). This is a solution that hooks into multiple systems—including a CRM—and delivers a stable, secure, and cost-effective cloud-based approach to handling the challenge.
DARS is a feature rich online phone hearing solution which comes with several out-of-the-box and customizable functions. It utilizes various AWS services including DynamoDB for database management, Amazon Chime Voice Connector for outbound call handling, API Gateway, Lambda, Event bridge, Amazon Connect, and more.
The service is easy to use, with a simple web-based interface that allows staff to initiate hearing with claimants. It enables automated docket retrieval and call publishing within the CRM.
To further improve their customer service, client decided to integrate Amazon Connect inbound voice capabilities and bots powered by Amazon Lex, Amazon's natural language processing (NLP) service, to build intelligent chatbots and voice assistants. By using Amazon Connect, client was able to automate common inquiries, freeing up their agents to focus on more complex issues.
Results: happy staff and happy claimants
Since implementing the DARS solution, the department has seen significant improvements in conducting hearings. They can reach citizens more quickly and efficiently, which has led to fewer delays and streamlined processes. Many hours of manual work have been saved via the many automations, especially the automatic hearing recordings.