Case Study: Missouri Department of Social Services achieves faster citizen support with Looker

Missouri Department of Social Services Improving benefits access for residents

The Missouri Department of Social Services needed a way to handle surging demand for SNAP and other public assistance services, as long wait times and a manual interview-scheduling process across about 125 local resource centers were making access difficult for residents. The agency worked with Looker, alongside Google Public Sector and Genesys, to improve visibility into operations and support its contact center and scheduling workflows.

Looker Studio and BigQuery were used to provide analytics, reporting, and operational visibility as part of the broader automation effort. With the new virtual-agent solution in place, Missouri DSS cut average inbound call wait times by 70%, reduced blocked calls due to full queues from 60% to 10%, and handled about 50% of 32,000 monthly virtual-agent queries without a live agent, while also improving survey feedback and staff retention.

Missouri Department of Social Services

Nichole Conway

Program Manager