Modernizing Critical Services for the Nation's Largest Child Protective Services Agency
How Aspen helped the LA County Department of Child and Family Services move to the cloud, enabling remote work and 24/7 access
Overview
The LA County Department of Child and Family Services is the largest child protective services agency in the nation, responsible for the safety of more than 2 million children across 88 cities in Los Angeles County, serving more than 35,000 children in crisis. They have an extensive operation with nearly 9,000 staff across 20 regional offices. The Child Protection Hotline is an essential component of LADCFS and it’s critical that operations can continue during unpredictable disaster situations, which demanded a new solution to their legacy contact center.
The Challenge
LADCFS was using out-of-date phone systems that couldn't accommodate the volume of calls being received. Its Child Protection Hotline was receiving over 220,000 calls every year, challenging the department’s aging, on-premise infrastructure. The servers that previously hosted its online reporting system posed the risk of outages, and in such a case, had no off-site options to allow staff to work from home. At $50,000 a month to maintain, the outdated infrastructure was overdue for a cost-saving upgrade.
The Solution
Aspen created a custom CCP using AmazonConnect, with advanced integration and a cloud contact center with custom queues and real-time reporting.
The Outcome
$20,000
per month cost savings
40%
overall process improvement
The new cloud-based contact center made it possible for agents to gain secure, 24/7 access to the system from home, which became especially prevalent with the onset of the COVID-19 pandemic and provided all the necessary tools to maintain efficiency and quality customer experiences. AWS implementation led to cost savings of $20,000 per month, a 40% improvement for LADCFS, as it lowered costs while providing scalability and more features than the legacy phone system.
Why they chose AWS
Amazon Connect allows for remote setup of cloud-based call centers for hundreds of agents, from any location with internet access, and scales to meet demand and lower costs.
Why they chose Aspen
Aspen allowed for a fast and easy deployment of services with custom applications and enabled easy integration into pre-existing platforms with no system downtime.
