GOVERNMENT BUSINESS

NICE AI and Robotics Technology Reduces Complexities for Key UK Government Agency

NICE | November 02, 2021

NICE today announced that a key government agency in the United Kingdom chose NICE Advanced Process Automation technologies as part of its strategy to improve organizational efficiency and accuracy. In one of the most complex automation projects for which NICE advanced artificial intelligence (AI) and robotics technology has ever been used, the agency is collecting and coordinating data from 19 different systems across the organization as part of its digital transformation strategy. In addition, the integration of NICE advanced AI and robotic automation makes it possible for the agency to annually streamline tens of millions of transactions, process more than 28 million pages of hand-written forms, and provide thousands of advisors with real-time guidance for interactions with the public.

Given the scope and scale of the authority’s activities, a growing population, periodically changing legislation and the need for resiliency in the face of crises, this department required an agile, highly scalable and flexible solution. The unique NICE combination of advanced AI and unattended automation was determined to be the best option for eliminating cumbersome, time-consuming tasks, boosting productivity and improving operations. Moreover, NICE’s technology is especially well-suited to the public sector where resiliency has become a non-negotiable.

Hundreds of NICE robots automate and support a wide array of processes across the agency, including administrative tasks, data gathering, communication with customers and regulatory compliance. For example, NICE technology is helping the authority process self-service applications for payment arrangements, update changes in circumstances in multiple systems, correct errors, coordinate diverse sources of data, and more. In addition, the NICE employee virtual attendant (NEVA) provides employees contextually relevant guidance during live interactions and assists with huge seasonal surges in frontline contacts. It can also quickly combine disparate systems and adjust processes on the fly to address rapidly changing needs.

In order to automate the processing of millions of pages of hand-written forms, the government agency implemented an integration of NICE automation solutions and the Hyperscience Platform, which delivers industry-leading intelligent document processing capabilities. The authority selected the Hyperscience-NICE joint solution after a “bake-off” pilot against major global competitors, during which it was found to be the most accurate and versatile. Across multiple types of forms with over 400 fields, the combined technologies demonstrated 99.4 percent reading accuracy -- which is above the 95 percent human accuracy level -- and 100 percent automation of data extraction and export.

“We are pleased to meet this important government agency’s need for a robust, innovative robotic process automation solution that saves time, improves productivity and provides greater flexibility. Leveraging our technology with the power of Hyperscience, this agency has seen a significant return on investment through efficiencies that free up resources, reduce complexities and streamline the organization’s multiple self-service options.”

John O’Hara, President, NICE EMEA

NICE Advanced Process Automation solutions are increasingly becoming the technology of choice for public sector organizations embarking on a digital transformation journey as they mechanize their operations and uncomplicate repetitive tasks. For example, NEVA provides real-time, dynamic support, such as retrieving information the frontline agent needs, when they need it, and then assisting with any routine follow-up actions. Similarly, it can ensure that change of circumstances information received through multiple channels is automatically proliferated across relevant documentation. In addition to streamlining these processes, NICE automation solutions free employees to focus on the personal touch that is critical to ensure exceptional customer experiences.

About NICE
With NICE , it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction.

Spotlight

Spotlight

Related News

EMERGING TECHNOLOGY, CYBERSECURITY

Armis Achieves U.S. Department of Defense Impact Level 4 Authorization

Prnewswire | April 03, 2023

Armis, the leading asset visibility and security company, today announced that it has achieved U.S. DoD Defense Information Systems Agency (DISA) authorization to operate (ATO) at Impact Level 4 (IL4). This authorization signifies that Armis has met the DoD's strict requirements for the government's sensitive Controlled Unclassified Information (CUI). DoD customers can now take advantage of Armis's secure, agentless, Unified Asset Management for IT, OT and IoT devices. The IL4 ATO is part of continued public sector momentum for Armis, following the achievement of a FedRAMP Moderate Authority to Operate (ATO) in January of this year. These dual votes of confidence mean that any civilian and DoD agency can now take advantage of the most comprehensive AVM platform available. "There is no more important group of organizations that needs complete situational awareness of their network environment than those who defend our nation," said Brian Gumbel, President of Armis. "Our platform discovers, aggregates and correlates all asset information into a single source of truth and identifies vulnerabilities to mitigate risks. Armis will now be able to help DoD meet the challenges of a perimeter-less world and an ever-evolving cyber threat landscape." Many public sector organizations experience a "visibility gap" where IT and security leaders can't see all the vulnerable assets within their environment. You can't protect what you can't see, and the DoD can no longer depend on conventional perimeter-based or identity-based defenses alone to protect critical systems and government data. Accelerating migration to the cloud, the convergence of IT/OT/IoT and increases in near-peer adversary capabilities have changed how the DoD must approach cybersecurity. Armis automatically generates a complete inventory of devices in your enterprise environment - on or off the network. The breadth, depth, and accuracy of the Armis asset inventory and device discovery exceeds that of other products available today. Agencies say they see 50% to 70% more connected devices using Armis technology, giving them the situational awareness they need to protect their networks. Many security frameworks, such as the NIST SP 1800-35A on implementing a Zero Trust Framework, start with inventory. Being aware that assets exist is a prerequisite for cybersecurity but isn't enough. DoD IT leaders need to know whether devices are risky. After discovering and classifying each asset, Armis calculates its risk score. This risk score helps security teams take proactive steps to reduce their attack surface and meet compliance and regulatory frameworks that require agencies to identify and prioritize vulnerabilities. The score is based on multiple risk factors including software vulnerabilities, known attack patterns, connection security, and the observed behavior of each device. "This new IL4 authorization is testament to Armis's commitment to supporting the U.S. Federal government. We are honored to be a trusted partner in helping agencies adjust to an increasingly dangerous cyber environment," continued Gumbel. Armis helps to see and secure some of the largest U.S states and government departments in the world protecting federal, state and local entities from cyber criminals, rogue nations and other bad actors. It also secures critical infrastructure at some of the largest airports, ports and healthcare delivery organizations around the world.Companies trust Armis' real-time and continuous protection to see with full context all managed, unmanaged assets across IT, cloud, IoT devices, medical devices (IoMT), operational technology (OT), industrial control systems (ICS) and 5G. About Armis Armis, the leading asset visibility and security company, provides the industry's first unified asset intelligence platform designed to address the new extended attack surface that connected assets create. Fortune 100 companies trust our real-time and continuous protection to see with full context all managed, unmanaged assets across IT, cloud, IoT devices, medical devices (IoMT), operational technology (OT), industrial control systems (ICS), and 5G. Armis provides passive cyber asset management, risk management, and automated enforcement. Armis is a privately held company and headquartered in California.

Read More

EMERGING TECHNOLOGY, CYBERSECURITY

ConnectWise Partners with CISA JCDC to Enhance Cybersecurity for MSPs

Globenewswire | March 30, 2023

ConnectWise, the world’s leading software company dedicated to the success of IT solution providers (TSPs), is pleased to announce a new partnership with the Cybersecurity and Infrastructure Security Agency (CISA) Joint Cyber Defense Collaborative (JCDC) to enhance cybersecurity for MSPs. The partnership aims to provide MSPs with the resources and tools necessary to strengthen their cybersecurity posture and protect their clients from cyber threats. As part of the collaboration, ConnectWise will work closely with CISA JCDC to develop new solutions and services that address the latest cybersecurity challenges faced by MSPs. "We are thrilled to partner with CISA JCDC to help MSPs improve their cybersecurity practices," said Patrick Beggs, CISO of ConnectWise. "MSPs are on the frontlines of protecting businesses from cyber threats, and it's our responsibility to provide them with the best tools and resources to keep their clients safe." CISA JCDC brings together experts from government, industry, and academia to collaborate on cybersecurity defense. Through this partnership, ConnectWise will have access to the latest threat intelligence, best practices, and training materials from CISA JCDC. In turn, ConnectWise will be well-positioned to share this information with MSPs to support ongoing efforts to defend against evolving cyber attacks. ConnectWise and CISA JCDC share a commitment to improving cybersecurity for businesses of all sizes, and this partnership is a significant step in achieving this goal. The strength of ConnectWise’s leading Information Security (InfoSec) program is applied across its cyber defense practices and procedures. Ensuring a collaborative effort is in place across the digital landscape is a priority for the company; this partnership demonstrates their commitment to InfoSec principles and how it allows MSPs to connect with confidence. About ConnectWise ConnectWise is the world's leading software company dedicated to the success of IT solution providers (TSPs) through unmatched software, services, community, and marketplace of integrations. ConnectWise offers an innovative, integrated, and security-centric platform—Asio™—which provides unmatched flexibility that fuels profitable, long-term growth for partners. ConnectWise enables TSPs to drive business efficiency with automation, IT documentation, and data management capabilities and increase revenue with remote monitoring, cybersecurity, and backup and disaster recovery technologies. About the Joint Cyber Defense Collaborative (JCDC) Pursuant to new authority from Congress, the Cybersecurity and Infrastructure Security Agency (CISA) established JCDC in August 2021 to transform traditional public-private partnerships into real-time private-public operational collaboration and shift the paradigm from reacting to threats and vulnerabilities to proactively planning and taking steps to mitigate them. JCDC combines the visibility, insight, and innovation of the private sector with the capabilities and authorities of the federal cyber ecosystem to collectively drive down cyber risk to the nation at scale.

Read More

EMERGING TECHNOLOGY, GOVERNMENT BUSINESS

Maximus wins major UK government contract

Businesswire | May 29, 2023

Maximus, a leading provider of health, employment, and digital customer services globally, has been selected as the largest provider of the new Functional Assessment Services (FAS) contract, due to launch in 2024. The award maintains Maximus’ position as a leading provider of health assessments to the UK government. Since 2015 Maximus has been the only national provider of the Health Assessment Advisory Service on behalf of the Department for Work and Pensions. Maximus transformed the assessment service, with waiting times significantly reduced and record customer satisfaction. From 2024, assessments will be delivered on a regional basis. Maximus will deliver across Scotland and Northern England, and as a delivery partner to Capita across the Midlands and Wales. The combined estimated value of the contracts, including subcontracting, is £800m/$1bn over five years, with the option to extend for a further two years. Dr Paul Williams, Division President of Maximus UK, said: “We are delighted to continue our partnership with DWP to deliver the next generation of health and disability assessments. We remain committed to working with stakeholders, including disabled people and their representative groups, to improve customer experience in the assessment process, delivering a sensitive, respectful and expert service to the millions of people who rely on these services to access financial support”. Bruce Caswell, President and Chief Executive Officer of Maximus, said: “This award continues our expansion in the UK market. With our strong track record of transforming services on behalf of government, and our strategic focus on the future of health services globally, we are proud to be working with DWP on the delivery of this important new service”. About Maximus in the UK Maximus delivers services that help more than 2 million people each year in the UK move forward with their lives. Operating from more than 285 locations, Maximus is one of the largest providers of employment, health, and digital customer services in the country. Maximus employs over 5,000 specialists, including more than 1,000 employment advisors and 1,400 doctors, nurses, occupational therapists and other Healthcare Professionals. We are proud to be a Disability Confident Leader and Living Wage Employer.

Read More