Case Study: State Human Services Agency achieves FedRAMP-compliant, in-person citizen feedback and satisfaction measurement with NICE Systems' CXone Feedback Management

State Human Services Agency - Customer Case Study

A state Human Services agency serving over 3.9 million citizens—supporting Medicaid, food benefits, low-income energy assistance, disability and elderly services—needed a way to give every citizen a voice, including those without smartphones, and to measure satisfaction from in-person interactions with agency agents.

The agency deployed NICE CXone Feedback Management with on‑site kiosk stations for immediate post-contact surveys, capturing both IVR and in-person feedback in a FedRAMP‑compliant, all-in-one system. The quick, flexible, frictionless solution avoided costly development, consolidated survey data in one place, and enabled the agency to reliably measure and act on citizen satisfaction across channels.