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Our Mission
We are a mission-driven technology company that delivers innovative and transformative solutions to government. Our missions inform our market focus, business strategy, investments, and culture. Cognosante is dedicated to supporting the health, safety, and well-being of Americans who serve the nation and providing assistance to those who need it most.
Our Capabilities
Digital Transformation
Digital Transformation
Cloud Smart
DevSecOps
Digital Strategy
IT Service Management
Data and Integration
Data and Integration
Systems Integration
Data Science
Business Intelligence and Analytics
AI/ML
Managed Services
Managed Services
Value Based Service Delivery
Business Process Optimization
Customer Experience
Customer Experience
Human Centered Design
CX Platforms
User Applications and Support Services
Performance Measurement and Optimization
Performance Measurement and Optimization
Project Management
Governance
Quality Assurance
Cybersecurity and Privacy
Cybersecurity and Privacy
Authorization and Assessment
User Privacy
Enterprise Risk Management
Identity and Access Management
Our Capabilities
Digital Transformation
Data and Integration
Managed Services
Customer Experience
Performance Measurement and Optimization
Cybersecurity and Privacy
Our Impact
By delivering innovative ideas and solutions to government, we change the lives of many Americans for the better, including Veterans, the military, seniors, under-resourced families, persons with disabilities, and others. We understand the circumstances that create barriers for these populations, and we leverage technology to overcome those barriers. This is what drives us to customize our solutions so every interaction that constituents have with government services is efficient, accurate, and positive.
Our Solutions
Cognosante Cloud Foundations™ Framework
Enterprise Cloud Fax (ECFax)
eSante
JUVO
Technology Partners
Our Careers
Commitment to Veterans
Equity and Inclusion
University Programs
Open positions
More
Our Leadership
Our Work
Certifications and contract vehicles
Newsroom
Contact Us
Partnering with nonprofits across the country to help those in need.
When Government Goes Paperless: Cost Savings and Faster Service through Secure, Cloud-Based Digital Faxing
Case Story
Context
DOL Protects American Workers’ Livelihoods, Safety, and Wellbeing
The Department of Labor (DOL) promotes the welfare of American workers, improving working conditions, advancing equitable employment, and assuring work-related rights and benefits. Its component agencies provide employment and unemployment services, enforce workplace safety measures, and prevent workplace injuries. Individuals with questions about any of these services can contact the DOL National Contact Center (DOL-NCC) to receive accurate, timely assistance.
The Challenge
The Mission Requires a High-Quality CX Solution
DOL needed to provide consistent, high-quality, responsive customer service across a wide range of inquiry types, many of which affect individuals’ safety and livelihoods. Since 2021, Cognosante has applied customer experience (CX) best practices and innovative technologies to create a high-quality , integrated CX solution that handles 400,000 phone inquiries and 75,000 email inquiries each year.
Customer experience excellence with
100% uptime
49 million Americans receiving supporting in their primary language
Continuous improvement empowered by advance analytics
Our Innovative Solution
Best-in-Class Technology and Process Excellence Enables Performance
Bringing a strong focus on quality delivery and best-in-class technology, Cognosante introduced several enhancements to the DOL-NCC. Specifically, we:
Applied best practices in contact center management, consistently maintaining a 30 second average speed to answer and exceeding our target customer satisfaction scores of 90%.
Improved inbound call routing and service uptime by implementing an industry leading telephony platform.
Improved business insights by transitioning the DOL-NCC quality assurance and workforce management platform to a FedRAMP-certified, industry-leading cloud-based omnichannel contact center platform.
Implemented the DOL Multilanguage Gateway to provide access to translation services for information provided by the DOL, helping individuals obtain federal services or benefits in their primary language.
Our Tangible Results
An Integrated Contact Center Provides Exemplary Customer Service on Par with Industry Standards
Callers receive timely, accurate, sensitive responses to their inquiries.
Callers have experienced 100% uptime since the new telephony platform was introduced in February 2024.
The new omnichannel contact center platform creates a seamless experience for customer service representatives and callers by integrating with other contact center technologies.
Real-time data enables responsive management and allows callers to view wait times on the DOL website.
Advanced analytics yields insight into the customer experience, supporting continuous improvement.
Multilanguage Gateway services recognize the diversity of the American workforce, allowing approximately 49.9 million more individuals to obtain important information in their primary language.
Learn more about how Cognosante bridges intentions and outcomes by delivering exceptional customer experiences.
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Learn more about how Cognosante’s capabilities and solutions help our customers solve complex problems.
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