Behind the tech: Humanify G delivers private sector-worthy experiences with public sector-level security

It’s been nearly three years since President Biden announced his 2021 executive order, Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government. Since then, agencies across the federal landscape have worked hard to show signs of progress toward these goals.

In April 2023, the Department of Education awarded new long-term loan servicing contracts to deliver a more streamlined web experience to borrowers. The Department of Veteran Affairs added a list of new features and capabilities to its VA.gov digital platform over the last two years. Finally, in September 2024 the Department of State marked the relaunch of the online passport renewal system. These advancements are just a few of the dozens and dozens of new developments designed to strengthen citizen experiences in line with the executive order mandate.

For each of these noteworthy successes, many other projects have yet to reach the finish line – often due to the stringent security requirements associated with public sector CX (customer experience) transformation. In many cases, these compliance hurdles present the single greatest threat to a CX initiative’s likelihood of success. To help our clients overcome this challenge, TTEC Digital developed a solution that provides a strong cloud foundation for CX transformation in the public sector, including compliance with many of the most common requirements found across the regulatory landscape. Today, this solution, Humanify Enterprise for Government (Humanify G), has become a trusted part of many public sector transformations.

Let’s take a closer look at how Humanify G simplifies compliance and provides a platform for public sector organizations to elevate their CX delivery quickly.

What is Humanify G?

Humanify G is a secure, customer experience solution built on Cisco UCCE and UC Enterprise software. This customer experience platform is designed and built by TTEC Digital’s solution architects and engineers to combine the scalability of the cloud with the capabilities and security required for modern citizen engagement in the public sector. Humanify G can support up to 80,000 unified communication endpoints and 24,000 knowledge workers or agents, making it compatible with even the largest public sector organizations.

What key compliance specifications are built into the Humanify G solution?

Humanify G was designed with security at the forefront. As a FedRAMP-authorized solution, Humanify G empowers public sector organizations to leverage cloud technologies to scale their CX strategies without sacrificing safety. From ideation to full authorization, the FedRAMP authorization process includes multiple checkpoints to make sure every FedRAMP-authorized solution is up to the security standards required by today’s public sector environment. In total, a minimum of four key checkpoints are used to authorize a FedRAMP solution including an initial readiness assessment, pre-authorization checkpoint, full security assessment, and agency authorization process – in addition to continuous monitoring once it is live. In other words, it has been fit-tested many times over to be ready for the unique needs of federal agencies and organizations.

Additionally, Humanify G is fully compliant with the Department of Defense’s (DOD) Impact Level 4 (IL4) which governs security requirements around the use of cloud computing to store and process controlled unclassified information (CUI), non-CUI information, non-critical mission information, and non-national security systems. As needed, Humanify G can accommodate the additional security requirements of individual agencies with certification at the tenant level, such as the Federal Information Security Management Act (FISMA) Moderate Authority to Operate (ATO) classifications.

The final major certification Humanify G offers is section 508 compliance. This solution helps agencies comply with Section 508 of the Rehabilitation Act by providing Software-as-a-Service (SaaS) technology that conforms to the Federal IT Accessibility Program Standards.

What do Humanify G’s compliance certifications mean for public sector organizations?

Together, these three compliance certifications cover the essential security requirements for many federal agencies. Because these certifications are built into the Humanify G solution, public sector agencies can accelerate deployment times and cut down on the need to pause projects, test for compliance, and burn through budget on a fully custom solution. In an environment where budget and bandwidth tend to be in high demand and limited supply, confident security compliance can be a differentiator for federal agencies trying to accomplish more with less. Few CX partners have gone to the same lengths to achieve compliance across all three of these unique certifications.

Equally as important, when you partner with a CX transformation organization, like TTEC Digital, that has committed to the stringent process to achieve FedRAMP authorization, you can be confident you’re working with a partner who is deeply familiar with how public sector technology transformation works – from the RFP process to implementation and budget considerations.

TTEC Digital offers 40 years of results-driven CX strategy and design services to go with deep technology and compliance expertise. This additional knowledge means that when you partner with TTEC Digital you don’t just get compliant technology implementation, but a robust citizen experience solution – tailored to meet the unique needs of each agency’s mission and end users.

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How does Humanify G support a modern citizen experience strategy?

Humanify G elevates five key aspects of citizen experience delivery:

1. Channel availability is a necessity to accommodate the preferences and behaviors of the modern citizen. Humanify G includes voice, chat, email, video, social, co-browsing, SMS text, fax, and chatbot functionality to help any agency tap into the right channel mix for their citizens.
2. Personalized experiences are the standard across the private sector. Humanify G enables public sector agencies to take the first step toward unlocking greater personalization by connecting the contact center portal to a variety of CRMs via seamless integration. As a result, agencies are better able to use cross-channel interaction history to bring the holistic experience into focus for each one of their valuable end users.
3. Supervisor and quality assurance features including a mobile supervisor portal, interaction manager, call flow builder, supervisor assist, post-call surveys, and outbound campaigns bring cutting-edge private contact center management strategies to the public sector.
4. Alongside supervisor features, an advanced agent feature set allows agents to deliver a modern citizen experience one interaction at a time. Features include: omnichannel desktop, dynamic routing, IVR, callbacks, co-browsing, journey orchestration, and knowledge management.
5. Finally, from a WFM and reporting lens, Humanify G allows contact centers to choose from a set of standard and customizable report templates. These standard reports are augmented by real-time dashboards and the built-in Humanify Insights platform, which integrates citizen data across silos and performs in-depth analyses that can be used to elevate the experience overall.

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