Oracle has helped the State of Oklahoma deal with new work-from-home challenges during the COVID-19 pandemic.
Before COVID-19, the Oklahoma Office of Management and Enterprise IT desk fielded about 500 support calls a month, but that number quickly escalated to more than 1,500 calls per day, according to Jerry Moore, CIO, State of Oklahoma.
Within 8 days of receiving a request for assistance, the Oracle team in Oklahoma and members of Oracle’s Austin-based Cloud Solutions Hub designed and deployed a chatbot to help Oklahoma staff members adjusting to new WFH routines.
According to Oracle, the chatbot, enabled by Oracle Digital Assistant, lets users ask basic questions, such as how to reset a password, how to set up a VPN, or how to download workplace applications. This avenue to answers has helped in reducing the volume of calls to the IT help desk and in getting approximately 30,000 state employees up and running.
During that same period, Oracle also built a mobile app for the state’s Department of Human Services that tracks time and purchases related to COVID-19 work. “If an employee buys 12 cases of hand sanitizer, they can take a picture of the purchase and upload it to the app that tracks all activities specific to the pandemic,” Moore said. “Overall, in 8 days Oracle built and delivered two applications. Not only was this an impressive feat, but showed Oracle’s commitment to helping us and our communities run more smoothly in this difficult time.”
For more details, access an Oracle corporate blog post by Pat Mungovan.
More information is available about Oracle’s state and local government solutions.