Through centralized contact center support, VOICE creates a better citizen experience.
VOICE can be used for inbound and outbound communications, surveys and case management. We provide inbound and outbound help-desk support for thousands of citizens who need assistance or information about government programs and services. We can work with clients to design, develop, implement, and manage robust on-going two-way communications over time, such as working with individuals to collect information and help them navigate issues they may experience in obtaining health care, housing, and other benefits or services.
As part of Abt’s implementation of the Social Security Administration’s (SSA) Promoting Opportunities Demonstration (POD), we operated a centralized call center/earnings processing center/help desk for disabled benefits recipients. To meet the specific needs of the population, it was essential to provide an accessible online interface that integrated fax, phone, and other modes of communication. Beneficiaries were able to provide their earnings information each month using the mode of communication that was most convenient to them.
We create inclusive systems, accessible to underserved populations.
Different demographics prefer or have access to different channels of communication, and governments must meet citizens where they are. Abt developed VOICE specifically to help clients reach transient, low-resource populations.
For New York City, we conducted a mixed-methods evaluation of NYC Well, a free and confidential service for individuals seeking short-term counseling for mental health and/or substance use concerns. Citizens who utilize this service are often low-income and/or Black, Indigenous, People of Color (BIPOC). As part of the program evaluation, we collected data through inclusive, self-administered web-based surveys by providing alternate modes for survey completion (inbound phone or email) to households without access to, and households not comfortable with web-based technologies. This was supplemented by phone outreach to individuals who were unable to complete the online survey. This study involved collecting an initial survey shortly after using the service and a follow-up survey six months later to find out whether services had changed the participant’s situation. Between the two surveys, there was email and mail outreach requesting contact information updates, which could be provided by completing and mailing back a form, calling a study phone number, or completing an online survey, whichever was easiest for the participant.
VOICE is trusted and reliable for emergency outreach and two-way reporting.
To effectively communicate with citizens and respond to emergencies, governments need reliable, integrated, interoperable data and communication systems to share timely, accurate, and clear information. VOICE can meet the different, urgent needs of citizens and governments during emergency outreach, including the need to send, receive, track, and manage inbound and outbound communications.
Developed by the Centers for Disease Control and Prevention (CDC) and managed by Abt Associates, v-safe is a smartphone-based tool used to monitor COVID-19 vaccine safety and side effects in pregnant people. The tool allows individuals to report any side effects they experience after vaccination. After registering, participants receive a series of text messages and links to online surveys at pre-specified intervals asking them to report symptoms or side effects they may have experienced after vaccination. If a user experiences side effects, v-safe provides information and guidance on what to do, such as when to seek medical attention or how to manage symptoms at home. Abt generates weekly analytic datasets and call metrics dashboard reports to keep CDC apprised of study progress and provide data for ongoing analyses.