Modernizing federal customer support with Amazon Connect

Working with the Child Welfare Information Gateway, ICF consolidated multiple legacy contact systems into a single, cloud-native platform with Amazon Connect – improving customer experiences, streamlining operations, and enabling AI-driven self-service.

Challenge

Federal program partners play a pivotal role in modernization, even when faced with legacy technology. For the ICF team supporting Child Welfare Information Gateway (Information Gateway), this meant consolidating a fragmented set of tools into a unified, user-centric platform. At the same time, the solution needed to meet strict FedRAMP requirements while reducing wait times, delivering consistent cross‑channel interactions, and supporting engagement through users’ preferred communication methods.

Solution

Recognizing the need to transform both architecture and efficiencies, we designed a migration strategy centered on Amazon Connect. Rather than simply "lifting and shifting" the existing problems, we leveraged the project’s deep federal domain expertise to collapse the disparate legacy tools into a single, unified cloud-native contact center. Integrating web chat, telephony, IVR, and SMS into a single AWS-managed instance eliminated the need for multiple vendors and complex, server-heavy maintenance.

The mission-focused modernization effort ensured uninterrupted service for customers while improving platform reliability behind the scenes, so end users experienced continuity—not disruption. This project marked a clear shift to a more resilient, scalable platform, aligned with recent executive orders promoting innovative and AI-driven solutions.

Results

The transition to Amazon Connect improved experiences for both customers and staff. Team members can focus on what matters most: delivering exceptional customer service to families and child welfare professionals seeking support, using AI and automated approaches to triage and address common questions. This enables customer service experts to reserve their time for critical connection—conveying empathy and nuanced answers to complex and sensitive inquiries. In the first two quarters following the migration, AI managed 1,670 calls, representing 48% of total inquiry volume. Real-time data and advanced analytics allow staff to track interactions, monitor service levels, and measure the number of individuals served with unprecedented precision.

With a modern, cloud-native platform, the project can fully leverage AWS’s suite of AI/ML services in tandem with the implementation of Gateway Connect, their solution to digital knowledge management powered by AI. The ICF team has established a scalable foundation for ongoing progress, delivering greater value to customers for years to come.

Final thought

This project illustrates how federal programs can modernize customer support by consolidating legacy systems into a secure, cloud‑native platform. By combining Amazon Connect with ICF’s child welfare and technology expertise, the team reduced tool sprawl, strengthened reliability, and established a scalable foundation for AI‑enabled customer service.