Case Study: the Florida Department of Economic Opportunity speeds HAF fund distribution with Vistio’s AgentHub

Florida Fastest State to Distribute HAF Funds with Vistio

The Florida Department of Economic Opportunity (DEO) faced the challenge of handling over 226,000 inquiries for a COVID-19 homeowner assistance fund program with a 60-agent team after receiving federal funds two months later than other states. Needing an agile and efficient system to field calls accurately, the DEO's vendors turned to Vistio and its AgentHub platform, requiring a solution to be built in one week instead of the typical three to six months.

Vistio rapidly deployed its AgentHub solution, creating and continually updating call workflows to guide agents and significantly reduce escalations. This enabled the Florida DEO to become the nation's fastest state to distribute funds, awarding over $463 million in relief. Vistio's system allowed case managers to focus solely on processing applications, leading to quicker fund allocation and establishing the DEO as a trustworthy source of information for homeowners.

The Florida Department of Economic Opportunity

Michael Blood

Site & Program Director