EMERGING TECHNOLOGY,GOVERNMENT BUSINESS
TTEC | September 23, 2022
TTEC Government Solutions LLC, a subsidiary of TTEC Holdings Inc. (NASDAQ:TTEC), a leading global customer experience (CX) technology and services innovator for end-to-end digital CX solutions, has been awarded a broad contract to manage operations for the Customer Contact Center (CCC) of some of the largest tolling authorities in the New York-New Jersey area.
Agencies that comprise the contracting authorities include New York State Thruway Authority (NYSTA) and The Port Authority of New York and New Jersey (PANYNJ). Under the terms of the contract, TTEC will also provide services for the New York State Bridge Authority (NYSBA), the Buffalo Fort Erie Public Bridge Authority (operator of the Peace Bridge), and the Thousand Island Bridge Authority (TIBA).
TTEC began work with the CCC this summer on the implementation phase. Design, development, testing, and commissioning is expected to be completed in 2023 with an anticipated go-live date of January 2024. The contracting authorities oversee the largest tolling operation in the United States.
"TTEC appreciates the faith that the tolling authorities have placed in us to deliver exceptional service to all the New York agencies and motorists who depend on the E-ZPass transportation network, We look forward to working with the agencies and their technology partners to apply our many years of experience in electronic tolling environments to enhance customer care operations for the authorities."
-Anna Van Buren, senior vice president, TTEC.
With decades of public sector expertise augmented by the recent acquisition of the public sector assets of Faneuil Inc., TTEC will offer a wide range of business processing services, including provisioning of the New York Customer Service Center's (NYCSC) primary and alternate customer contact facilities, integrating and deploying the telephony and Interactive Voice Response (IVR) technical solution, account management, customer contact and case management services, customer satisfaction surveying, interfacing with collections agencies, support for courts and tribunals, and financial management.
The NYCSC was established on behalf of the public authorities that collect tolls from customers through multiple methods, including a transponder-based electronic toll collection (ETC) system known as E-ZPass, and cashless, image-based license plate tolling known as Tolls by Mail.
"Customer service is a top priority for the Thruway Authority. We believe this new contract will offer new technology-based solutions and an improved focus on providing a streamlined and easy-to-use payment system for our customers. We look forward to working with them through the transition and ultimately go-live operations phases to provide our customers with the service and support they deserve."
-Michael Perrotto, acting E-ZPass program manager, NYSTA.
TTEC Holdings, Inc. (NASDAQ:TTEC) is one of the largest global CX (customer experience) technology and services innovators for end-to-end, digital CX solutions. The Company delivers leading CX technology and operational CX orchestration at scale through its proprietary cloud-based CXaaS (Customer Experience as a Service) platform. Serving iconic and disruptive brands, TTEC's outcome-based solutions span the entire enterprise, touch every virtual interaction channel, and improve each step the customer journey. Leveraging next-gen digital and cognitive technology, the Company's Digital business designs, builds, and operates omnichannel contact center technology, conversational messaging, CRM, automation (AI / ML and RPA), and analytics solutions. The Company's Engage business delivers digital customer engagement, customer acquisition & growth, content moderation, fraud prevention, and data annotation solutions. Founded in 1982, the Company's singular obsession with CX excellence has earned it leading client NPS scores across the globe. The Company's nearly 60,000 employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results.
EMERGING TECHNOLOGY,GOVERNMENT BUSINESS
Esri | September 20, 2022
Esri, the global leader in GIS and location intelligence, has partnered with agencies in the federal government and the state of California to build comprehensive and interactive climate data portals and targeted applications to better respond to climate hazards and conservation opportunities.
Agencies have used GIS technology for decades to record and track authoritative data on a range of topics that can provide critical insights into complex challenges such as climate change.
“Responding to climate change effectively requires a whole of government approach, By harnessing the vast data resources of federal agencies, we’re providing local communities with the information they need to make impactful, equitable decisions that will improve the lives of their citizens.”
-David J Hayes, special assistant to the President for climate policy at the White House.
This past week, Esri partnered with the Biden-Harris Administration, Department of Commerce’s National Oceanic and Atmospheric Administration (NOAA), and the Department of the Interior (DOI), to jointly launch the Climate Mapping for Resilience and Adaptation (CMRA) portal. This new website helps organizations plan and implement climate resiliency actions by using a new screening tool that assesses the vulnerability of counties, census tracts and tribal lands. The location-based tool can be used to evaluate projects based on exposure to climate-related hazards now and in the future and can strengthen proposals for federal funding.
In July, Esri partnered with NOAA and the Biden Administration through the interagency National Integrated Heat Health Information System (NIHHIS) to launch Heat.gov. Heat.gov offers maps, data and guidance that inform operational decisions by communities on a daily basis related to heat health and its impacts. Communities can also use current and forecasted data to plan equitable mitigation measures in anticipation of future heat events, such as where to plant more trees to improve shade in urban areas. The site seamlessly integrates heat information from across federal agencies, including heat forecasts from National Oceanic and Atmospheric Administration’s (NOAA) National Weather Service, the new national Climate and Health Outlook developed by the Department of Health and Human Services, the CDC’s Heat and Health Tracker, as well as heat planning and preparedness guides.
In April of 2022, Esri partnered with the California Natural Resources Agency to build CA Nature in support of Governor Newsom’s vision to conserve 30 percent of the state’s land and coastal water by 2030 to fight species loss and ecosystem destruction. CA Nature provides publicly available interactive mapping and visualization tools to identify conservation opportunities and track progress against the 30x30 goal. Powered by Esri’s ArcGIS, CA Nature explains the 30x30 mission, visualizes biodiversity throughout the state, and catalogs protected lands.
“Together, these efforts reflect the will and desire of governments at all levels to use maps and data to empower communities to effectively meet our most pressing climate challenges, We are encouraged that governments are embracing the power of maps and GIS to better understand climate impacts and how to plan and build for a more resilient and sustainable future.”
-Jack Dangermond president Esri.
Esri, the global market leader in geographic information system (GIS) software, location intelligence, and mapping, helps customers unlock the full potential of data to improve operational and business results. Founded in 1969 in Redlands, California, USA, Esri software is deployed in more than 350,000 organizations globally and in over 200,000 institutions in the Americas, Asia and the Pacific, Europe, Africa, and the Middle East, including Fortune 500 companies, government agencies, nonprofits, and universities. Esri has regional offices, international distributors, and partners providing local support in over 100 countries on six continents. With its pioneering commitment to geospatial information technology, Esri engineers the most innovative solutions for digital transformation, the Internet of Things (IoT), and advanced analytics.
Cardinality.ai | August 25, 2022
NTT DATA, a global digital business and IT services leader, and Cardinality.ai, a data technology company, today announced a strategic alliance to accelerate modernization of government services using secured cloud based platforms to bolster agency and program effectiveness. Through this alliance, the companies will pursue joint opportunities that leverage the expertise of both NTT DATA and Cardinality.ai.
MD THINK (Maryland Total Human-services Integrated Network) is a secure, AWS cloud-based technology system that allows multiple state agencies to share data and common services as one platform. The companies successfully contributed to the ground-breaking platform that enables Maryland to implement specific solutions across multiple agencies - MD Department of Human Services, MD Department of Health, MD Department of Juvenile Services, and the MD Health Benefit Exchange, for various programs quickly, having addressed the common, foundational cloud infrastructure, security and technology challenges as part of the platform.
This partnership will offer Cardinality PICS (Personalized Integrated Citizen Services) platform, modeled based on MD THINK, enabling government agencies to accelerate modernization, while reducing the risk and cost overrides of these complicated multi-year modernization initiatives, leveraging the experience and expertise from two industry-leading companies.
“Citizens need access to critical services, Together NTT DATA and Cardinality can make the interaction between citizens and government seamless. This partnership delivers the key to the digital front door.”
-Christopher Merdon, Group President, Public Sector, NTT DATA Services.
We’ve partnered with NTT DATA to help governments realize positive outcomes faster, said Thiag Loganathan, CEO, Cardinality.ai. State Health and Human Services leaders are interested in accelerating government innovation and modernization with a secured cloud-based platform that helps reduce risks, improve efficiencies, and drive initiatives to meet agency goals and deliver high quality citizen services.
Cardinality.ai is a data technology company delivering solutions that equip government agencies to achieve better citizen outcomes by eliminating friction and improving the experience of citizens and government workers using Artificial Intelligence (AI) SaaS Solutions. More than 5000 caseworkers across 8 government agencies in 5 states and 10+ nonprofits and healthcare providers are already utilizing Cardinality.ai ready-built AI solutions to modernize their digital engagement with citizens.
About NTT DATA:
NTT DATA – a part of NTT Group – is a trusted global innovator of IT and business services. We help clients transform through consulting, industry solutions, business process services, IT modernization and managed services. NTT DATA enables clients, as well as society, to move confidently into the digital future. We are committed to our clients' long-term success and combine global reach with local client attention to serve them in over fifty countries.
About NTT DATA Services:
NTT DATA Services is a recognized leader in IT and business services including cloud, data, and applications. A division of NTT DATA headquartered in Texas, the company leverages consulting and deep industry expertise to help clients accelerate and sustain value throughout their digital journeys.