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Cloud services provide a digital lifeline for critical government, healthcare sectors highlights a number of innovative PA and Amazon Web Services (AWS) projects.

The COVID-19 pandemic has tested the ability of government agencies and healthcare providers to deliver critical services and information to individuals and businesses, as many IT systems were suddenly overwhelmed with more requests than they could handle.

Cloud services have enabled organizations to handle surges in demand and a sudden shift to remote work to manage through the crisis. Flexible, scalable, cloud-based IT infrastructure has proven vital to many software and service providers across Europe, allowing them to maintain communications and delivery of essential services to those in need.

The spread of the virus made it imperative for governments to ensure the safety of medically at-risk citizens. In the UK, PA Consulting helped Hampshire County Council launch a program to identify, contact and, if necessary, arrange care for vulnerable individuals. The local authority was using a traditional contact center to call local residents, which was both time-consuming and inefficient. PA Consulting built an automated solution that leverages Amazon Connect and other AWS solutions to perform automated calls and, based on responses, route the person directly to a contact center rep for support.

The impact was significant: The solution processed the calls 12 times faster than the traditional call center and reduced staff needs by 92%, at 10% of the cost of the human contact center. In addition to Amazon Connect, PA Consulting used Amazon QuickSight to build a comprehensive reporting dashboard and Amazon Pinpoint to send texts from local numbers, increasing the likelihood of making a connection. 

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