Health Connect
2021 NACo Achievement Award Winner
Oakland County, Mich., MI
Best In Category
About the Program
Category: Information Technology (Best in Category)
Year: 2021
Call volumes to the Oakland County Health Department have increased month over month due to the COVID-19 pandemic. County residents calling for COVID tests, virus information, and vaccine appointments have taxed call center agents creating the need for a technology solution to keep up with demand.Already familiar with AWS reliability, Oakland county teamed with Amazon to implement a cloud solution contact center; Amazon Connect. Due to the surmounting call volumes to the Oakland County Health department, Oakland County IT (OCIT) needed to work quickly. The proof of concept was completed in two hours, with the first production release in two and half days. The solution remained in post-production support for one month for tweaks and enhancements. Oakland County’s commitment to cloud solution technology has increased efficiency across multifunctional IT services with Amazon Connect being the most recent addition.