Public Sector

Empathetic digital transformation for public service organizations

Change management expertise that stems from a long history of State, Local Government and Education (SLED) engagements.

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Working with State, Local Government and Education clients has taught us many, many lessons. Upgrading technology is only part of the job. You also have to consider politics, personalities, and deeply embedded processes. Empathy, patience, and perseverance are oftentimes missing in change management endeavors. 

Not with GTS. We’ve built our entire practice on the foundation of empathetic change management, using our SLED background and experience to help many public sector clients manage critical transformations to modern technology, including:

Cloud migration

Enabling a low-friction journey from on-premise to cloud.

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Constituent experience

Meeting the complex expectations of the modern constituent.

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Digital appeals solution

Technology for resolving claims remotely and securely.

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Stories of Success

DARS for a Government agency

This agency saved money, simplified its UI, and reduced manual processes. Hearing officers onboarded in seconds. Go-to-market time was reduced from months to weeks.

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SMS notifications for a local government

A Florida County, like many local governments, faced challenges in effectively communicating with its citizens. Phone and email only got so far, and took up a lot of time. There was no central system for notifications either, leading to all sorts of confusion (for government staff and constituents alike).


SMS text messaging was clearly a smart way forward, but to get that up and running they first needed to develop (and then manage) a stable, scalable, secure, and cost-effective cloud-based solution.


GTS customized it's notiphi solution according to customer's need. Since implementing the SMS aggregation service, the County has seen significant improvements in communication with citizens. Departments can reach citizens more quickly and efficiently, which has led to fewer delays and a more streamlined process for both staff and citizens. Additionally, the ability to automatically send notifications has helped to reduce confusion and improve the overall citizen experience.

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Revolutionizing the Student Experience: How GTS Modernized a State University's Contact Center

For years, the state university's legacy contact center struggled to keep up with the demands of its students and staff. With limited functionality and outdated technology, the center was unable to provide the seamless customer experience that students and staff had come to expect in the digital age.


Recognizing the need for a modernized solution, the university turned to GTS to redesign student experience with Genesys Cloud CX. 


The modernization of the university's contact center with Genesys Cloud CX has not only improved the overall customer experience for students and staff but has also streamlined the operations of the contact center itself. By leveraging the latest in cloud-based technology, the university's contact center is now better equipped to meet the demands of today's digital-first world.

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Get in touch

A GTS representative would be happy to discuss how we might be able to improve your users’ and constituents’ experience.
I’d love to chat!

Other Public Sector Experience

State Department of Economic Opportunity

Self Service IVR Enhancement and support

  • Improved overall answer rate by 25%
  • Increases Self Service Rate by 40%
  • Labor costs saving of $1M/year
  • 20% savings in support costs
  • 98% new claims filed opted in for proactive notifications. 

State Department of Administration

Fit Gap Analysis

Professional audit of existing Genesys deployment of 1,800 agent seats (multi-tenant).

  • Provided identification of existing state of affairs.
  • Provided recommendations to architecture and application.

State Department

Professional services

  • Genesys PureEngage solution deployment
  • Intelligent automation
  • Voice bot with speech recognition (Tier 3)
  • SMS and voice proactive notifications
  • Custom application development
  • SMS aggregation services
  • Mainframe integration
  • Training and support

Contact GTS

We’re eager to bring our wealth of public sector experience to your department.
Book a meeting or a demo