Case Study: U.S. Department of Health and Human Services achieves faster, more efficient benefits access with Kyndryl

Enhancing state government support for the most vulnerable in society

The U.S. Department of Health and Human Services faced a surge of reapplications as pandemic-era welfare programs wound down, threatening continuity of aid for more than 1.5 million recipients and exposing contact centers where callers waited up to two hours and agents spent as long as 25 minutes on post-call wrap-ups. With hiring not feasible, the Department engaged Kyndryl to modernize IVR and call-center systems and introduce digital services such as chatbots and a voice-signature authentication application.

Kyndryl redesigned workflows and replaced the call-management platform so nearly 3,900 agents now receive caller history automatically, can transfer calls to roughly 30 community partners, and use a voice-signature app to authenticate callers; a Kyndryl chatbot and improved routing are expected to resolve about 40% of calls before they reach an agent. The overhaul improved reporting and controls, sped issue resolution for vulnerable citizens, and created a platform ready to support generative AI—outcomes that have other agencies considering the same Kyndryl-led approach.

U.S. Department of Health and Human Services