The vote is in: Your citizens demand seamless and secure services

Citizens contact government services regarding critical issues in their lives. That’s why it’s so important to provide them with quick, simple and secure ways to obtain information and resources across all contact channels.

Serving your citizens well

For over 20 years, Nuance has delivered intelligent contact center solutions to government agencies. From pensions and transportation services to citizen engagement and public security, Nuance solutions can help your agency provide the highest level of service with a ROI that will meet the public scrutiny placed on your budgets.

Regional & local government

Leading the way for a more connected community

When people need information on government services, have questions about events in the community or need to be notified of local events that impact them, they need information quickly and with little effort.

Know-how that empowers your citizens

We work with state and local governments of all sizes to deliver solutions that empower, engage and serve communities.

Each year, state and local governments receive millions of inquiries on a wide range of subjects, including employee benefits, taxes, elections, local events and more. Nuance can help you service these requests quickly while delivering a great experience – all at a cost your taxpayers can afford.

Conversational IVR solutions, using natural language-based speech technology, can reduce agent call volume through self-service options for pensions and benefits, public transportation, 511 services, motor vehicles and child services, while efficiently routing calls to the right agencies in your 311 contact center.

Virtual assistants can navigate website users directly to the information and resources they need and provides answers – not search results – quickly and easily. The result? Simple self-service on your website and fewer inquiries to your contact center.

The people need to know. During any event or emergency that impacts the lives of local citizens, it’s critical to inform them of the situation and provide clear information on suggested actions.

Outbound notifications and alerts can inform the public via voice, text or email based on each citizen’s preference. From public emergency notifications to voting reminders, keep your community safe and informed.

Central government

Leading the way for a more connected country

The services provided by your government agency are critical to the people who rely on them. While the objective of the service is most important – whether government benefits or social programs – providing the people options to stay informed and ask questions is a close second.

Expertise for solutions that serve

Citizens are consumers, and they expect a much higher level of service than ever before. The top customer service experiences in the private sector have set the bar high. Nuance can help you serve the people the way they want and deserve.

The people need to know. During any event or emergency that impacts the lives of citizens, it’s critical to inform them of the situation and provide clear information on suggested actions.

Proactive engagement solutions from Nuance inform the public with alerts and notifications via phone, email or text, based on each citizen’s preference. From the initial event all the way through resolution, you can keep citizens safe and informed.

Each year, federal government agencies receive millions of inquiries across a broad range of topics, including taxes, government benefits, elections and more. Nuance can help you service these requests quickly while delivering a great experience – all at a cost taxpayers can afford.

Virtual assistants can navigate website users directly to the information and resources they need and provides answers – not search results – quickly and easily. The result? Simple self-service on your website and fewer inquiries to your contact center.

Conversational IVR solutions, using natural language-based speech technology, can reduce agent call volume through self-service options for government benefits and programs, tax returns, passport services and elections, while efficiently routing calls to the right agent skill groups.

Whether securing your contact center against fraud or improving the capability of field operations, Nuance Voice Biometrics can play a key role. Our contact center authentication solutions streamline the identification and authentication process for callers and improve security by staying one more step ahead of fraudsters. All while reducing the costs to serve. These solutions can be deployed within an IVR application, at the agent or within a mobile application.

Nuance public security solutions use Voice Biometrics technology to identify known individuals and provide alerts, whether in real-time or in a post-processing capacity. Nuance monitor and identifier solutions can help your field operations and investigations team monitor telecom networks, identify individuals in the field, secure points of interest and identify prisoners and parolees. So you can keep our families secure.

Government expertise in action

See how we’ve helped government agencies drive real-world results.

Data sheet

State and Local Government: Keeping Up With Consumer Expectations Using Speech and Natural Language Understanding
Keeping Up With Consumer Expectations Using Speech and Natural Language Understanding.

Case studies

MTA
Learn about New York Metropolitan Transit Authority's trip planner voice delivers an exceptional caller experience.

Australian Bureau of Statistics
Australia’s national statistics agency reaps the reward of a blended call automation solution to assist a massive recruitment drive.

NYC311
Speech IVR solution helps NYC311 deliver a superior customer experience at a lower cost, increasing call center capability by over 20% during high demand days and emergency response periods.

Government Service Insurance System
A government employee pension program serving 1.5 million people in the Philippine Islands has become a showcase for Voice Biometrics-based authentication to enable loan applications and payment distribution.

Professional services

Experience the public can count on

You have complex public issues to deal with. Keep your focus on them and engage with Nuance professional services to bring exceptional customer service solutions and self-service capabilities to your contact center operations.

Explore professional services

We understand the demands of government. Let's work together to meet them.

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