County Government

Amazon Connect for County Agencies

Modernize tax collector, licensing, and citizen service lines — without replacing your entire phone system overnight. Elastic capacity for seasonal spikes, remote agents when you need them, and real-time visibility for supervisors.

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AWS Partner, Advanced Tier ServicesFounded by former AWS Amazon Connect specialists

Case study · County Tax Agency under8weeks to launch, ahead of peak tax season See the project

The problem

What County Procurement Teams Are Up Against

County contact centers carry a unique load: tax season spikes, licensing backlogs, 311 overflow, and strict procurement timelines — all on aging PBX infrastructure that was never built for remote work or elastic scaling.

A county's year, in calls

Illustrative
Illustrative: call volume peaks at tax season. Fixed lines and seats leave callers on hold at the peaks; Amazon Connect capacity scales with demand.

  • Legacy PBX with no remote-agent capability during emergencies or seasonal surges

  • Tax season call volumes overwhelming fixed-capacity lines and hold queues

  • No real-time queue visibility — supervisors flying blind during peak periods

  • Rigid IVR trees that can't adapt when departments add new services

  • Expensive per-seat licensing and maintenance contracts with no path to cloud

  • Procurement cycles that demand fixed-price SOWs and phased, low-risk cutover

Migration methodology

Seven phases. No big-bang cutover.

A phased approach that de-risks cutover from legacy platforms and keeps live operations running through tax season and beyond.

  1. Discover

    We inventory your current routing, IVRs, integrations, and reporting.

  2. Design

    Every component gets an Amazon Connect equivalent and a place in the cutover plan.

  3. Build

    Amazon Connect is built alongside your current platform, which keeps taking calls.

  4. Test

    Test calls run through every flow and integration before any agent moves.

  5. Pilot

    A first group of agents or queues goes live while everyone else stays put.

  6. Cutover

    The remaining queues and phone numbers move over in planned waves.

  7. Hypercare

    The same senior architects stay on after cutover to tune routing and fix issues fast.

  • PBX call routing becomes Routing and queues
  • Rigid IVR trees becomes Contact flows + Lex
  • Desk-bound phones becomes Agents work anywhere
  • No live queue view becomes Real-time dashboards
  • On-prem hardware becomes Managed by AWS

Case study

A County Tax Agency in California

Remote-Ready Contact Center Before Peak Season

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
Plan a similar project (like County Tax Agency)

Start a conversation

Ready to Modernize Your County Contact Center?

Book a 30-minute working session with a senior Amazon Connect architect who has delivered for county agencies.

Start your projectBook a 30-minute session

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