Designing a Consistent and Accessible Digital Government

March 11, 2022 | 127 views

Digital Government
It can be challenging to connect government services to Californians who need them most. With a population of nearly 40 million people, the state’s residents have a wide range of experiences, abilities, education, and technical literacy. The California Design System is a collaborative effort between the California Department of Technology and the Office of Digital Innovation to help web developers and designers address common needs to make digital information and services easier to use.

The Design System is an open source project and is in early beta status. Currently in use on websites for the Department of Cannabis Control, California Drought Action, California’s COVID-19 website, and the Broadband for All portal, we invite collaboration and feedback so we can incorporate new design system components into the existing state template.

The California Design System will help build websites and products that put people first and also look great. Whether you’re an individual developer, product owner, web designer or a public employee, we invite you to get involved and help us make improvements. Reach out to the Design System team through our contact form on the home page, or work through the GitHub repository.

This collaborative effort is another example of how state government is innovating to improve state websites and better serve the people of California.

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GOVERNMENT BUSINESS

How Does Government Operations Continuity Help Them Perform Better?

Article | December 3, 2020

One of the challenges the government faced during the COVID-19 pandemic was keeping operations running. Certain advanced economies and developing nations' business continuity plans gave them an edge over their underdeveloped counterparts. But because of the pandemic, the national economy had suffered the pangs of unemployment to fuel the malicious intents of cyber-attackers, thus, protecting government assets that carried important economic information became a national priority. National security and staying competitive with other economies worldwide are becoming increasingly crucial in elevating a country’s economy. Keeping all public-sector companies and federal agencies running efficiently is a foundational block for the economy. Companies in public administration, like the Army, Navy, and Marine Corps, as well as different ministries, public sector businesses, and more, need data protection from international cyber-threats. They use disruptive business strategies to make their operations more resilient. Now, that we know the importance of business continuity in the context of federal government and agencies, let us understand what risks does business continuity management mitigate. Business Continuity Management in Government Easily Mitigates: Individuals rely on the government during economic crises and disasters. A crisis or a disaster can be a huge risk to the economy, which can bubble up to an irreversible loss if not handled on a timely basis. Mitigating the risks of crises such as natural disasters, cyber security compromises, power and communication outages, terrorism, wars and military activities, global financial crises and more has become crucial. These crises can cause the loss of physical assets, human safety, and infrastructure that hamper government operations. This is why having a BCM plan in place is the need of the hour. The government must serve and meet the expectations of economic contributors. If there is a divergence or a timely action constraint, the government must maintain peace and harmony for the common good and economic well-being. Government Continuity to Support Individuals and Public Organizations: Resuming operations for public organizations and individuals quickly can be almost impossible without the intervention and support of the government. Government continuity is directly proportional to the level of trust, government reputation, and business resiliency. This is possible because the financial loss can be covered by insurance and financial help, as explained below. Insurance Policy Claims and Coverage: Making it easy to claim insurance during and after the crisis helps individuals and organizations reclaim their finances, thereby restoring essential functions first and full-fledged functions later. Providing reimbursement of expenses and coverage for losses for public organizations and financial assistance for the public sector remains one of the top priorities as far as resuming business operations is concerned post-disaster. Making sure that the insurance can cover the expenses and losses incurred due to the disaster is a part of the business impact analysis (BIA). Resiliency: Restoring public sector infrastructure in an operating condition, overcoming operational obstacles such as IT, power, and communication outages in a short span of time, and maintaining due vigilance to keep a check on national security builds business resiliency for the public sector. Reputation and Recovery Management: Reducing the turn-around time to fix and restore normal operations after a disaster provides operational resiliency through recovery management. This keeps a check on the best interests of the economic contributors and enhances their trust and the government’s reputation in the long run. Now that we understand the risks that a BCP can help mitigate and the role of government policies to support the economic contributors, let us understand how it improves the overall performance of a public organization. Business Continuity Management for Better Performing Public Organizations: The federal governments and public organizations have implemented an agile approach to bounce back from disasters, catastrophes, and crises using BCM. Because of this, the federal government is heavily invested into business continuity plans (BCPs) to improve how well their operations work and keep the economy and government stable. The factors impacting the performance of public organizations using a BCM are as below: Public organizations must know how BCM components influence performance in public sector organizations. They must be aware of BCM and the successful implementation of effective BCM. However, some governments that do not invest in a BCM have a much lower level of awareness due to a lack of human resources, finance, and management. They are allocating enough budget for disaster prevention, preparedness, management, and relief considering the government's initiatives. But not getting enough help from the government can make people unhappy, which can hurt the ruling party and lead to people protesting for their rights. Even though there is no direct financial benefit or gain from investing in a BCM, BCM testing helps to improve performance significantly. For governments to consider investing in the successful implementation of BCM and get funding for it, BCM professionals need to predict and evaluate the potential loss due to idle service time and its results. Each government entity must identify the likelihood of risks, define the best rescue objectives, and indicate the most cost-effective clarification and knowledge about BCM. Another challenge is using BCM in organizations that cut across several business groups or completing it with collective business-wide support. These situations show that old management responsibility and regulation are useful for making sure that all members of an organization prefer BCM actions. Recognizing the potential impacts of BCM on organizational performance is required in order to provide accurate value to the BCM powers, attract consideration, and, finally, obtain adequate assistance from senior management. In the journey to optimizing the performance of your public sector company using BCM, there are many hurdles that you need to overcome. Let us discuss them further. Challenges in Maintaining BCPs and Performance Growth in the Public Sector: Maintaining a business continuity plan as per the recommended guidelines is crucial to optimize its performance and efficacy. Your public sector organization's BCP will need to overcome some of the challenges to enable their performance growth as follows: Dedication of time from the top management of the public organizations, the ministry, and leaders towards deciding which functions are essential to maintain the BCP. Lack of complete understanding of all the business functions and their dependencies on other public sector organizations. Comparing the business functions on the level of criticality. Not implementing the BCM approach completely. Tweaking the BCM approach to show everything is taken care of Inaccurate assumptions are used to create a business continuity plan. Business Impact Analysis (BIA) - Determining how long a business process can be rendered inoperable without affecting performance. The Business Continuity Plan (BCP) takes care of aspects such as: Who will be affected by the business operations disruption? How and when will customers be notified? What issues are to be addressed in the first 48 hours? From the initial response to restoration, unique access roles and functions are assigned. Testing of BCP should be done regularly with the help of table-top exercises, walkthroughs, crisis communications, emergency enactments The importance of a BCP cannot be undermined as it minimizes the cost of business disruptions on the operations of public organizations. Let us discuss them in-depth. The Cost of Not Having a Crisis Plan like a BCP for All Sizes of Public Organizations: Although the costs involved during times of crisis may be difficult to calculate, there may be significant infrastructure and data recovery charges that can have a long-term impact on business revenue. Monetary loss, revenue loss due to idle time, reputation loss, productivity loss are some of the consequences that small, medium, and large enterprises have to go through. The major losses among them are as under: Loss of time and revenue for recovery and resuming operations. The company's brand image and reputation are at stake. Financial instability and loss Productivity loss Customer satisfaction is hampered. Some laws and regulations are violated during idle time. Distrust and loss of faith among investors Employee safety is at risk with the consequences of injury and death. Loss of infrastructure A business continuity plan has four strategies to boost business resilience. These include crisis and risk management; disaster recovery; incident response management; and business continuity planning. Acting quickly to mitigate the risks of loss as per incident response management during the event of distress is the first step. Crisis and risk management take care of the plan of action during the event of distress. The disaster recovery plan takes care of resuming the business operations to their normal condition after the disaster has subsided, whereas the business continuity plan takes care of all these aspects to minimize loss during distress as well as the time required to resume normal operations with the help of dedicated software. Conclusion: Performance optimization for public organizations is the number one priority for economic growth. A business continuity plan can directly boost performance as it encourages organizations to identify essential functions and maintain their operations during uncertain times. It helps save time, money, and safeguards people, processes, and technologies in the long run.

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GOVERNMENT BUSINESS

How Can State and Local Agencies Better Collaborate on Cybersecurity?

Article | July 14, 2022

Some state governments, such as Massachusetts, have established formal plans to work with localities within their states on cybersecurity. However, as ransomware attacks proliferate across the country and strike big cities and small towns alike, state-level organizations say there needs to be greater IT security coordination between states and municipalities. Last month, the National Governors Association and the National Association of State Chief Information Officers released a report, “Stronger Together: State and Local Cybersecurity Collaboration,” designed to showcase best practices for such collaboration.

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GOVERNMENT BUSINESS

Bill Offers $400M for State, Local Government Cybersecurity

Article | December 3, 2020

With state and local governments beset by a precipitous rise in cyberattacks, new federal legislation might provide some necessary cover where needed. The State and Local Cybersecurity Improvement Act would create a grant program worth $400 million to finance cybersecurity efforts in communities across the country, according to a release. Eligible communities would be able to apply for funds, provided through the Department of Homeland Security, which would be allocated to assist in areas like vulnerability scanning and testing, cyberworkforce development and intelligence sharing, according to the bill text.

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U.S. Air Force and Microsoft partner to empower airmen with modern IT

Article | February 11, 2020

The U.S. Air Force is breaking the glass as a leader in harnessing the power of cloud, rapidly rolling out modern services to enable airmen to advance the mission through more effective collaboration. As part of their digital transformation journey to achieve global access, persistence, and awareness for the 21st century, the U.S. Air Force is deploying targeted workloads that allow airmen to focus on their missions rather than spending time managing IT infrastructure.

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Volta Collaboration Awarded ARPA-E Funding to Commercialize Next Generation Fast Charging Technology Aligned With Bipartisan Infrastructure Law

Volta | November 24, 2022

Volta Inc. (NYSE: VLTA) (“Volta”), an industry-leading electric vehicle (EV) charging and media company, today announced that a project application it collaborated on with Imagen Energy, LLC (“Imagen”), a developer of compact high-power EV chargers, was awarded a grant from the U.S. Department of Energy Advanced Research Projects Agency-Energy (ARPA-E). The project seeks to develop and commercialize the next generation of domestically manufactured DC Fast Charging (DCFC) technology in support of the federal government’s clean energy and climate priorities. The grant is part of the ARPA-E Seeding Critical Advances for Leading Energy technologies with Untapped Potential (SCALEUP) program, which provides further funding to previous ARPA-E teams that have been determined to be feasible for widespread deployment and commercialization domestically. SCALEUP selectees demonstrate a viable path to commercial deployment and the ability to attract private sector investments. Through this project, Imagen and Volta seek to develop and commercialize chargers that are more flexible, more powerful, and more affordable by focusing on: Scalable Chargers: The project will utilize Imagen’s flexible, high-efficiency silicon carbide-based (SiC) power conversion platform to produce compact charging cabinets that enable affordable, easier-to-install, and highly reliable high-power fast chargers capable of charging multiple EVs simultaneously and being deployed in a market quickly. The flexible platform is expected to facilitate optional, convenient integration with energy storage and renewable energy, and supports vehicle-to-grid integration. BIL-compliance: Equipment is being engineered to deliver at least 150kW and be manufactured in the United States to comply with the Bipartisan Infrastructure Law’s (BIL) requirements. The technology will also fulfill network connectivity requirements, including Plug and Charge capabilities and communication through the Open Charge Point Protocol (OCPP) and Open Charge Point Interface protocol (OCPI), building upon Volta’s existing software implementation to allow flexible integration with roaming charging partners. Visibility & Access: Volta will leverage its patented, award-winning PredictEV infrastructure planning software to identify optimal sites for effective piloting and initial deployment based on local EV ownership, mobility trends, demographics, and income levels. With more than 3,000 stalls currently installed, many within disadvantaged communities, and numerous existing relationships with leading retail and commercial properties, Volta’s EV charging network will enable quick feedback loops during the testing phase. “Imagen relies on commercialization partners like Volta to accelerate the deployment of our high power density, silicon carbide-based power conversion platforms, The combination of Volta’s advanced PredictEV planning tool and the company’s existing charging network creates the ideal environment for quickly developing reliable, affordable, and efficient charging solutions that will support the rapid transition to electric mobility.” -Ezana Mekonnen, Chief Technology Officer at Imagen. While this is a modest initial government grant that does not replace the need for the capital we are currently raising, it is proof of Volta’s ability to align our business with the federal government’s priorities, said Vince Cubbage, Interim Chief Executive Officer at Volta. Volta’s collaboration with Imagen on this winning ARPA-E application demonstrates our commitment to supporting solutions that are compliant with the Bipartisan Infrastructure Law, ensuring implementation can be done in a capital-efficient manner. About Volta: Volta Inc. (NYSE: VLTA) is an industry-leading electric vehicle ("EV") charging and media company. Volta's unique network of charging stations powers vehicles and drives business growth while accelerating a clean energy future. Volta delivers value to site partners, brands, and consumers by installing charging stations that feature large-format digital advertising screens located steps away from the entrances of popular commercial locations. Retailers can attract and influence foot traffic, advertisers can precisely target audiences, and EV drivers can charge their vehicles seamlessly as they go about their daily routines. Volta's extensive network leverages its proprietary PredictEV® platform, which uses sophisticated behavioral science and machine learning technology to help commercial property owners, cities, and electric utilities plan EV infrastructure intelligently, efficiently, and equitably.

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GOVERNMENT BUSINESS

CCC helps GDMS Canada win $24 million contract with Portugal

CANADIAN COMMERCIAL CORPORATION (CCC) | October 18, 2022

Canadian Commercial Corporation (CCC) is pleased to announce General Dynamics Mission Systems–Canada has won a $24 million contract to help the Portuguese Air Force modernize its fleet of P-3C aircraft to support Maritime patrol and reconnaissance activities. This was secured through a government-to-government (G2G) contract between CCC and the Portuguese Air Force. G2G contracts are part of CCC's International Prime Contractor service that brings qualified Canadian companies to foreign government buyers. General Dynamics will provide equipment and technology to upgrade the communications and mission electronics. The upgrades to Portugal's P3-C fleet are modeled on modernizations that General Dynamics provides to the Royal Canadian Air Force. The Mission Management System offered to Portugal now comprises over 50 installations worldwide on both Maritime Patrol Aircraft and Maritime Patrol Helicopters. Portugal is a member of NATO. The upgrades will allow the Portuguese Air Force, as a NATO member, to maintain the capabilities required to contribute to new and existing NATO activities. In addition to maritime patrol and reconnaissance activities, Portugal's air force also provides air policing, air transport, search and rescue, and medical evacuations. "CCC is proud to simplify and expedite the acquisitions of Canadian expertise and technology by Portugal – a NATO ally and important trading partner," - Mathieu Lacroix, CCC's Account Director, Aerospace Sector. We are very pleased to partner with the Portuguese Air Force, leveraging Canada's investment and long-term commitment to the P3 fleet, said Matt Young, Sr. Director of International Air and Naval Systems, General Dynamics Mission Systems–Canada. As standards and threats evolve, we are proud to support our customers around the world to meet the changing environment. ABOUT CANADIAN COMMERCIAL CORPORATION (CCC): We are Canada's government to government contracting agency. We help build successful commercial relationships between Canadian businesses and governments around the world by creating and supporting the successful completion of commercial contracts of public and national importance. We are also the official channel for Canadian companies looking to do business with the U.S. military. ABOUT GENERAL DYNAMICS MISSION SYSTEMS–CANADA: General Dynamics Mission Systems–Canada delivers advanced system solutions to Canadian and international customers. Headquartered in Ottawa, Ontario, it is one of the largest defence and security companies in Canada and is a world-class prime contractor and systems integrator for land, sea, air and cyber solutions.

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GOVERNMENT BUSINESS

Public sector drives strong demand for conversational AI, with 222K+ users served on the Yellow.ai platform

Yellow.ai | November 23, 2022

With countries in the Middle East working to enable broad-scaled digital transformation, government agencies are increasingly gravitating towards the adoption of Conversational AI solutions to redefine the citizen experience. According to data released by Yellow.ai, a leading enterprise-grade Conversational AI platform, the company has served over 222K unique users for its government sector clientele in the region. Recently mentioned in the Gartner Hype Cycle for Digital Government Services, 2022, under the chatbot category, the company works with key government departments across the Middle East. The Yellow.ai platform has recorded an exchange of over 13M messages focused on citizen delivery services in the last two quarters, exchanged between its Dynamic AI agents and end-users during over 233K sessions. "Public sector organizations need to address numerous queries daily, and doing so manually is a time-consuming task. At the same time, citizens have a growing expectation of being able to conveniently avail government services. That's where Conversational AI can step in to improve efficiency and human productivity, streamlining the process of delivering citizen services digitally while keeping humans in the loop. We have seen a huge surge in traction from Middle Eastern government agencies , and our deployments are helping address some very unique use cases by bringing power to citizens' fingertips on channels that they actively use. With continued emphasis on digitization, we expect Conversational AI to soon become an integral pillar in delivering stellar services to citizens." -Raghu Ravinutala, CEO & Co-founder, Yellow.ai. For instance, Yellow.ai works with one of the largest government entities in the UAE, where over 4000 users interact with its Dynamic AI agent in a single day. The AI agent has a 99.7 percent accuracy rate, delivering a CSAT score of 4.56 out of 5. While text-based messaging channels are the preferred medium for citizen delivery services, the company is also seeing voice-based Conversational AI solutions gain momentum. The major use-cases, as observed, are for automating customer support, filing documentation related to government entities, booking services, raising complaints, making payments, and locating branches and offices, where the most traction is being witnessed on WhatsApp. About Yellow.ai: Yellow.ai is a leading enterprise-grade Conversational AI platform, enabling enterprises to unlock business potential at scale. The platform is trusted across 85+ countries by 1000+ enterprises, including Domino's, Sephora, Hyundai, Carrefour, Kuwait Food Company (Americana), Choithrams, Amouage Oman, Arabian Radio Network and MG Motors. Powered by Dynamic AI agents for enterprises, the company aims to deliver human-like interactions that boost customer satisfaction and increase employee engagement at scale, through its no-code platform. Recognised by Frost & Sullivan, Gartner, Forrester, IDC, and G2 as a leader, the company has raised more than $102M from blue-chip investors and has offices across six countries.

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EMERGING TECHNOLOGY

Volta Collaboration Awarded ARPA-E Funding to Commercialize Next Generation Fast Charging Technology Aligned With Bipartisan Infrastructure Law

Volta | November 24, 2022

Volta Inc. (NYSE: VLTA) (“Volta”), an industry-leading electric vehicle (EV) charging and media company, today announced that a project application it collaborated on with Imagen Energy, LLC (“Imagen”), a developer of compact high-power EV chargers, was awarded a grant from the U.S. Department of Energy Advanced Research Projects Agency-Energy (ARPA-E). The project seeks to develop and commercialize the next generation of domestically manufactured DC Fast Charging (DCFC) technology in support of the federal government’s clean energy and climate priorities. The grant is part of the ARPA-E Seeding Critical Advances for Leading Energy technologies with Untapped Potential (SCALEUP) program, which provides further funding to previous ARPA-E teams that have been determined to be feasible for widespread deployment and commercialization domestically. SCALEUP selectees demonstrate a viable path to commercial deployment and the ability to attract private sector investments. Through this project, Imagen and Volta seek to develop and commercialize chargers that are more flexible, more powerful, and more affordable by focusing on: Scalable Chargers: The project will utilize Imagen’s flexible, high-efficiency silicon carbide-based (SiC) power conversion platform to produce compact charging cabinets that enable affordable, easier-to-install, and highly reliable high-power fast chargers capable of charging multiple EVs simultaneously and being deployed in a market quickly. The flexible platform is expected to facilitate optional, convenient integration with energy storage and renewable energy, and supports vehicle-to-grid integration. BIL-compliance: Equipment is being engineered to deliver at least 150kW and be manufactured in the United States to comply with the Bipartisan Infrastructure Law’s (BIL) requirements. The technology will also fulfill network connectivity requirements, including Plug and Charge capabilities and communication through the Open Charge Point Protocol (OCPP) and Open Charge Point Interface protocol (OCPI), building upon Volta’s existing software implementation to allow flexible integration with roaming charging partners. Visibility & Access: Volta will leverage its patented, award-winning PredictEV infrastructure planning software to identify optimal sites for effective piloting and initial deployment based on local EV ownership, mobility trends, demographics, and income levels. With more than 3,000 stalls currently installed, many within disadvantaged communities, and numerous existing relationships with leading retail and commercial properties, Volta’s EV charging network will enable quick feedback loops during the testing phase. “Imagen relies on commercialization partners like Volta to accelerate the deployment of our high power density, silicon carbide-based power conversion platforms, The combination of Volta’s advanced PredictEV planning tool and the company’s existing charging network creates the ideal environment for quickly developing reliable, affordable, and efficient charging solutions that will support the rapid transition to electric mobility.” -Ezana Mekonnen, Chief Technology Officer at Imagen. While this is a modest initial government grant that does not replace the need for the capital we are currently raising, it is proof of Volta’s ability to align our business with the federal government’s priorities, said Vince Cubbage, Interim Chief Executive Officer at Volta. Volta’s collaboration with Imagen on this winning ARPA-E application demonstrates our commitment to supporting solutions that are compliant with the Bipartisan Infrastructure Law, ensuring implementation can be done in a capital-efficient manner. About Volta: Volta Inc. (NYSE: VLTA) is an industry-leading electric vehicle ("EV") charging and media company. Volta's unique network of charging stations powers vehicles and drives business growth while accelerating a clean energy future. Volta delivers value to site partners, brands, and consumers by installing charging stations that feature large-format digital advertising screens located steps away from the entrances of popular commercial locations. Retailers can attract and influence foot traffic, advertisers can precisely target audiences, and EV drivers can charge their vehicles seamlessly as they go about their daily routines. Volta's extensive network leverages its proprietary PredictEV® platform, which uses sophisticated behavioral science and machine learning technology to help commercial property owners, cities, and electric utilities plan EV infrastructure intelligently, efficiently, and equitably.

Read More

GOVERNMENT BUSINESS

CCC helps GDMS Canada win $24 million contract with Portugal

CANADIAN COMMERCIAL CORPORATION (CCC) | October 18, 2022

Canadian Commercial Corporation (CCC) is pleased to announce General Dynamics Mission Systems–Canada has won a $24 million contract to help the Portuguese Air Force modernize its fleet of P-3C aircraft to support Maritime patrol and reconnaissance activities. This was secured through a government-to-government (G2G) contract between CCC and the Portuguese Air Force. G2G contracts are part of CCC's International Prime Contractor service that brings qualified Canadian companies to foreign government buyers. General Dynamics will provide equipment and technology to upgrade the communications and mission electronics. The upgrades to Portugal's P3-C fleet are modeled on modernizations that General Dynamics provides to the Royal Canadian Air Force. The Mission Management System offered to Portugal now comprises over 50 installations worldwide on both Maritime Patrol Aircraft and Maritime Patrol Helicopters. Portugal is a member of NATO. The upgrades will allow the Portuguese Air Force, as a NATO member, to maintain the capabilities required to contribute to new and existing NATO activities. In addition to maritime patrol and reconnaissance activities, Portugal's air force also provides air policing, air transport, search and rescue, and medical evacuations. "CCC is proud to simplify and expedite the acquisitions of Canadian expertise and technology by Portugal – a NATO ally and important trading partner," - Mathieu Lacroix, CCC's Account Director, Aerospace Sector. We are very pleased to partner with the Portuguese Air Force, leveraging Canada's investment and long-term commitment to the P3 fleet, said Matt Young, Sr. Director of International Air and Naval Systems, General Dynamics Mission Systems–Canada. As standards and threats evolve, we are proud to support our customers around the world to meet the changing environment. ABOUT CANADIAN COMMERCIAL CORPORATION (CCC): We are Canada's government to government contracting agency. We help build successful commercial relationships between Canadian businesses and governments around the world by creating and supporting the successful completion of commercial contracts of public and national importance. We are also the official channel for Canadian companies looking to do business with the U.S. military. ABOUT GENERAL DYNAMICS MISSION SYSTEMS–CANADA: General Dynamics Mission Systems–Canada delivers advanced system solutions to Canadian and international customers. Headquartered in Ottawa, Ontario, it is one of the largest defence and security companies in Canada and is a world-class prime contractor and systems integrator for land, sea, air and cyber solutions.

Read More

GOVERNMENT BUSINESS

Public sector drives strong demand for conversational AI, with 222K+ users served on the Yellow.ai platform

Yellow.ai | November 23, 2022

With countries in the Middle East working to enable broad-scaled digital transformation, government agencies are increasingly gravitating towards the adoption of Conversational AI solutions to redefine the citizen experience. According to data released by Yellow.ai, a leading enterprise-grade Conversational AI platform, the company has served over 222K unique users for its government sector clientele in the region. Recently mentioned in the Gartner Hype Cycle for Digital Government Services, 2022, under the chatbot category, the company works with key government departments across the Middle East. The Yellow.ai platform has recorded an exchange of over 13M messages focused on citizen delivery services in the last two quarters, exchanged between its Dynamic AI agents and end-users during over 233K sessions. "Public sector organizations need to address numerous queries daily, and doing so manually is a time-consuming task. At the same time, citizens have a growing expectation of being able to conveniently avail government services. That's where Conversational AI can step in to improve efficiency and human productivity, streamlining the process of delivering citizen services digitally while keeping humans in the loop. We have seen a huge surge in traction from Middle Eastern government agencies , and our deployments are helping address some very unique use cases by bringing power to citizens' fingertips on channels that they actively use. With continued emphasis on digitization, we expect Conversational AI to soon become an integral pillar in delivering stellar services to citizens." -Raghu Ravinutala, CEO & Co-founder, Yellow.ai. For instance, Yellow.ai works with one of the largest government entities in the UAE, where over 4000 users interact with its Dynamic AI agent in a single day. The AI agent has a 99.7 percent accuracy rate, delivering a CSAT score of 4.56 out of 5. While text-based messaging channels are the preferred medium for citizen delivery services, the company is also seeing voice-based Conversational AI solutions gain momentum. The major use-cases, as observed, are for automating customer support, filing documentation related to government entities, booking services, raising complaints, making payments, and locating branches and offices, where the most traction is being witnessed on WhatsApp. About Yellow.ai: Yellow.ai is a leading enterprise-grade Conversational AI platform, enabling enterprises to unlock business potential at scale. The platform is trusted across 85+ countries by 1000+ enterprises, including Domino's, Sephora, Hyundai, Carrefour, Kuwait Food Company (Americana), Choithrams, Amouage Oman, Arabian Radio Network and MG Motors. Powered by Dynamic AI agents for enterprises, the company aims to deliver human-like interactions that boost customer satisfaction and increase employee engagement at scale, through its no-code platform. Recognised by Frost & Sullivan, Gartner, Forrester, IDC, and G2 as a leader, the company has raised more than $102M from blue-chip investors and has offices across six countries.

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