Our work

Real launches.
Measurable change.

What public-sector and enterprise teams faced, what we built on AWS, and what changed.

At a glance

Case studies

6 projects

under8weeksto launch, ahead of peak tax season

Conceptual illustration of a county office connected to remote agent workspaces.
Amazon Connect

Featured project · County tax agency, California

County Tax Agency: Remote-Ready Contact Center

The challenge
Seasonal call volume spikes overwhelming staff, legacy PBX with no remote-agent capability, and limited real-time queue visibility during tax season.
What we built
Amazon Connect replacing legacy PBX, elastic queue strategy, seasonal capacity planning, remote agent enablement, and supervisor dashboards.

Outcomes

  • 25–50 agents supported with remote capability
  • Elastic capacity handling seasonal call spikes
  • Launched in under 8 weeks before peak season
Read the full story: County Tax Agency

under10weeksto a production launch

Amazon Connect

Higher Education: Contact Center Modernization

The challenge
Legacy phone system with poor call routing, long wait times, no supervisor visibility, and limited ability to scale during enrollment periods.
What we built
Amazon Connect instance, skills-based IVR and routing, 8+ call queues, real-time supervisor dashboards, agent desktop configuration, and go-live training.

Outcomes

  • Production launch in under 10 weeks
  • 30+ agents enabled across student and staff queues
  • Real-time queue visibility for supervisors
Read the full story: Higher Education

Days → hoursdocument processing turnaround

AI & GenAI

City Retirement Agency: AI-Powered Member Services

The challenge
High volume of repetitive member inquiries and manual document processing straining a small staff with no self-service channel.
What we built
Conversational AI self-service portal, automated document processing pipeline on AWS, and integration with existing member service workflows.

Outcomes

  • Routine inquiries deflected to self-service
  • Staff focused on complex member cases
  • Document processing turnaround reduced from days to hours
Plan a similar project (like City Retirement Agency)

24/7availability for common service requests

Amazon Connect / 311

Non-Emergency 311 Agency: Call Deflection & Self-Service

The challenge
High call volume for non-emergency city services, long hold times, and no after-hours availability for common requests.
What we built
Amazon Connect with AI-powered call deflection, IVR self-service flows, after-hours virtual agent, and CRM integration for service request tracking.

Outcomes

  • Significant call deflection to self-service channels
  • 24/7 availability for common service requests
  • Reduced peak-hour hold times with improved routing
Plan a similar project (like Non-Emergency 311 Agency)

40+agents migrated off legacy infrastructure

Amazon Connect

Transportation Agency: Amazon Connect Migration

The challenge
Legacy contact center limiting agent effectiveness, with fragmented workflows and no integration with third-party dispatch and service tools.
What we built
Full Amazon Connect migration from legacy platform, custom CRM integration into agent workspace, IVR redesign, and supervisor reporting.

Outcomes

  • Migrated 40+ agents off legacy infrastructure
  • Integrated third-party data directly in agent desktop
  • Improved first-call resolution with reduced handle time
Plan a similar project (like Transportation Agency)

12+workloads migrated in a phased 6-month program

Cloud Migration

City Agency: AWS Cloud Migration & Network Infrastructure

The challenge
Legacy on-premises infrastructure limiting scalability, visibility, and operational growth across multiple agency departments.
What we built
Full AWS cloud migration, purpose-built network infrastructure, observability stack, and landing zone aligned to agency compliance requirements.

Outcomes

  • 12+ workloads migrated over a phased 6-month program
  • End-to-end observability with real-time monitoring
  • Foundation established for continued agency-wide growth
Plan a similar project (like City Agency)

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