Case Study: Government of British Columbia scales citizen contact services in 13 days with Kyndryl and Amazon Connect

Government of British Columbia launches a contact center in 13 days with Kyndryl

The Government of British Columbia faced a critical challenge at the onset of the COVID-19 pandemic, needing to scale its call center operations to handle a massive surge of 10,000-15,000 additional daily calls. With a mandate to store citizen data within Canada and a requirement for a flexible payment model, the Province had just two weeks to integrate a new contact center solution. Kyndryl was engaged to help address this urgent technical and operational need.

Working with partners including AWS, Kyndryl designed and deployed a new contact call center using Amazon Connect in just 13 days. The solution enabled the onboarding of over 200 remote agents and provided the required data locality. The results for the Government of British Columbia included a 97.6% call handling accuracy rate, the ability to scale staff to over 375 agents based on demand, and a flexible cost structure that avoided long-term expenditures.

Government of British Columbia