Government Digital Transformation Services

Addressing complex organizational challenges for government by integrating AI, Cloud, Cyber, and Operate

Governments are tackling problems that simultaneously touch on health, economy, security, social equity, and more. Bringing together the insights of AI with the reach of cloud, the assurance of cyber, and new ideas on how to operate can help governments not just respond, but transform.

Strategic Growth Offerings

Learn how Deloitte helped Montana’s Department of Public Health & Human Services manage workload for case workers and improve customer experience.

Montana’s Department of Public Health & Human Services (DPHHS) helps administer critical support services to Montanans such as food, healthcare and cash assistance. DPHHS has been working on innovative ways to manage workload for workers and improve customer experience – both of which were significantly impacted due to the COVID-19 pandemic.

Deloitte quickly worked with DPHHS to deploy and scale Intelligent Digital Workers (or Bots) that provide 24x7 customer service and enable case workers to focus on clients. The Digital Workers include:

  • Sophie: Online virtual assistant on DPHHS’ public website that provides 24x7 services such as prescreening for benefits, general FAQs, directions to nearest offices, as well as personalized services like current case/application status, reordering EBT cards, and more.
  • REMI: Automatically “reads” returned mail when notices to the clients are returned for incorrect or bad address, emails or texts the client to obtain updated address, and informs workers of the loss of contact, and notes any additional action required.
  • NOMI: Automatically understands when customers fail to appear for their scheduled interviews with workers and sends Notices of Missed Interviews (NOMI).

The solutions use AI technologies such as Robotic Process Automation (RPA), Intelligent Optical Character Recognition (IOCR), and Conversational AI and are hosted on Deloitte’s cross-cloud SaaS offering platform, bringing together the best of AI, Cloud and Cyber, that will be eventually transitioned to Deloitte’s cutting edge CortexAITM for Government (CfG).

The cross-cloud SaaS platform enabled accelerated implementation and effective long-term results. For example, Sophie was deployed within 3.5 weeks during the height of COVID-19 pandemic to help provide 24x7 virtual assistance to customers applying for benefits – many of them for the first time – when various field offices were physically closed. By bringing together AI, Cloud, Cyber services, the solutions are effectively helping over 20,000 Montanans a month with various services related to health and human services, and support innovative service delivery.

Deloitte Unveils Artificial Intelligence Institute for Government
New entity to develop talent and drive collaboration with the public sector to advance AI for public good.

Achieving artificial intelligence results at scale: an action plan for government
Ed Van Buren and Meghan Sullivan explain how common AI platforms can help all federal agencies close the “aspiration-reality” gap.

Leveraging emerging technologies to transform the citizen experience
COVID-19 has exposed the urgency for governments to improve the way they deliver information and services to the public, accelerating the use of self-service tools and other technologies that enable people to easily engage with government remotely. To effectively deliver a 21st century experience, agencies need to prioritize modernizing digital call centers with these emerging technologies.

How to Modernize Mission-Critical IT Systems Without Disruption
While there exists an inherent tension between seamless operations and system modernization, a properly balanced approach that emphasizes continuous discovery and accelerates capability deployment through an Agile, DevSecOps approach can help agencies do both.

Explore opportunities in Cloud, Cyber, AI, and more in Deloitte’s Government & Public Services practice.

Get in touch

Sundhar Sekhar

Sundhar Sekhar

Customer and Marketing Offering Portfolio Leader

Sundhar, a principal with Deloitte Consulting LLP, leads Deloitte’s work in the areas of Customer Strategy and Applied Design, Digital Experience, Salesforce, Digital Transformation, and Human Service... More

Edward Van Buren

Edward Van Buren

Strategic Growth Offering Leader

Ed is the Strategic Growth leader—Artificial Intelligence (AI) for Deloitte Consulting LLP’s Government & Public Services (GPS) Industry and the executive director of the Deloitte AI Institute for Gov... More

Meghan Sullivan

Meghan Sullivan

Principal | Government & Public Services

Meghan Sullivan is a Principal in Deloitte Consulting LLP’s Government & Public Services practice and serves as Deloitte’s Cloud Strategic Growth leader. Meghan works alongside our technical leaders a... More

Tim Li

Tim Li

Principal | Deloitte & Touche LLP

Tim, a principal at Deloitte & Touche LLP, is the Government & Public Services industry Strategic Growth Offering leader for Cyber. In this role, he is leading growth initiatives for the firm’s Cyber ... More

Sam Kapreilian

Sam Kapreilian

GPS Operate Marketplace Leader

Sam is a principal in Deloitte Consulting and serves as Deloitte’s senior relationship leader with NASA. He also has responsibility for Deloitte’s managed services marketplace across government and pu... More

Fullwidth SCC. Do not delete! This box/component contains JavaScript that is needed on this page. This message will not be visible when page is activated.