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Overview

Engage your citizens and constituents through the channels they use everyday. Twilio provides government agencies and public sector organizations a communications platform that is secure, reliable, and easy to integrate into existing infrastructure. With the power of programmability, Twilio gives your agency complete control over communications workflows.

Extend constituents an easy way to contact you, help them self-serve information about your programs, and share critical public service announcements. Move beyond one way blast messages to truly engage citizens, by launching outbound, inbound, and conversational messaging over SMS, voice, email, and video channels.

Join local, state, and federal government agencies like the City of Pittsburgh, New York City, and U.S. Department of Veterans Affairs using Twilio for Citizen Engagement, Contact Center Modernization, Workforce Modernization, and Account Security. Contact us today. 

Twilio and Carahsoft
Carahsoft is a preferred reseller partner for Twilio, enabling government agencies to buy Twilio Products through preferred contracting vehicles.

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Citizen Engagement

Start with alerts, build to conversations.

  • Alerts: Keep residents informed of public service announcements and program updates with alerts over SMS, Voice, and Email
  • Reminders: Reduce no-shows and improve program participation with SMS-based appointment scheduling, alerts, and reminders​​​​​​​
  • Self-service: Build chatbots and interactive voice response to help program applicants answer common questions and fill out required forms on their own​​​​​​​
  • Conversations: Enable 2-way conversations over SMS and webchat with automated workflows; easily escalate unique questions to staff

Twilio helps government agencies with citizen engagement around election information, public health announcements, census participation, unemployment benefits, and more.

Contact Center Modernization

Contact Center Modernization

Customize and scale your cloud call center with Twilio Flex

  • Omnichannel: Accept and respond to messages over SMS, WhatsApp, Voice, Webchat, and even Video
  • Automation: Build interactive voice response and chatbots to answer common questions, build triaging workflows, and manage warm escalations
  • Cloud Scale: Increase capacity on demand as need for your programs changes over time, only pay for what you use
  • Complete Flexibility: Customize every aspect of your contact center, integrate into your existing technologies, and embed needed data sources

Twilio helps government agencies with contact center modernization for 311 and 211 programs, social benefit hotlines, contact tracing, licenses and permitting, and jobs and family services.

  • City of Pittsburgh moved its contact center remote in 5 days
  • New York City Department of Information Technology and Telecommunications scales contact tracing to slow the spread of COVID-19
  • United Way manages overflow traffic to 211 lines with Twilio Flex

Workforce Modernization

Workforce Modernization

Enable remote work and tele-programs with cloud communications

  • Remote Contact Center: Let your staff answer calls and texts from the comforts of their home with just a laptop and an internet connection
  • Video Conferencing: Offer services remotely with video applications, like remote court, video counseling, or telemedicine
  • Virtual Waitlines: Reduce crowding during COVID-19 with “parking lot alerts” to notify people when they can come into your office
  • Distance Learning: Enable students and teachers to learn from a distance with video applications and notifications for parents and guardians

Twilio helps government agencies with workforce modernization for call center staff, judges, doctors, teachers, and more.

  • Tyler Technologies helps courts stay active during COVID-19 virtually
  • Epic chooses Twilio to build its telehealth video platform
  • City of Pittsburgh moved its IT and 311 staff remote with a cloud contact center

Account Security

Account Security

Protect constituent privacy and reduce fraud with two step verification

  • Omnichannel: Verify users on any channel they prefer including SMS, email, Voice, or our a mobile app with Authy
  • Deliverability: Send carrier-approved messages and understand phone number types to reduce filtering
  • Verification: Passwords alone aren’t enough for securing accounts. Add two-factor authentication to log-ins via TOTP, push and SMS.
  • Soft Tokens: Use time-based one-time passwords if a user can’t receive an SMS or push authentication because they’re offline or out of data

Partners

Twilio partners with SI and GSIs around the globe to provide a variety of services to government agencies.

Interested in learning more about System Integrators and Technology partners that work with Twilio?
Please contact jherman@twilio.com.

Security & Compliance

Twilio provides agencies a secure platform to send communications and drive constituent engagement. To learn more about Twilio’s security practices, please visit our Security Homepage.

  • ISO/IEC 27001:2013 certification
  • System and Organization Control (“SOC”) 2 - Type II
  • Payment Card Industry Data Security Standard (“PCI DSS”)
  • EU Privacy Shield: 
  • GDPR Commitment
  • PCI DSS 

Training

Twilio experts are available to provide demonstrations and enablement sessions for Twilio solutions. If you are interested in scheduling a demonstration or learning more about enablement, please contact jherman@twilio.com.

Twilio Quest: Have your developers dive into Twilio’s APIs, learn to send digital communications, and build their first application, simply by playing a game. Twilio Quest is designed to help users of all technical abilities to send their first communication.

Case Studies

Latest News

How Pittsburgh’s 311 Service went Remote in less than a Week with Twilio
The city of Pittsburgh provides a critical 311 service to its 300k+ residents, sharing important city information and responding to a variety of requests and reports from residents.
READ MORE >

Texas Department of Transportation Cuts Down the Commute with Traffic Updates via Programmable SMS and Notify
Can a text message create a safer, shorter commute? Researchers at the Texas A&M Transportation Institute (TTI) think so, and they’re proving it to thousands of Texas drivers
READ MORE >

Building in the Middle of a Hurricane 
During Hurricane Harvey, phone lines at the Emergency Department in the City of Friendswood, TX were overwhelmed. Using Twilio’s open source Modern Contact Center and Programmable Voice, Joshua Lyman and a group of volunteers launched an emergency call center to support relief efforts.
READ MORE >

Government Press Releases and News Articles

Twilio Flex deployed for COVID-19 contact-tracing agency
August 28, 2020
Tech teams supporting agents working remotely on COVID-19 surveillance efforts in several U.S. cities and the state of Illinois eschew traditional IT and opt for cloud platforms.

READ MORE 

Twilio partners with more cities, universities to power contact tracing systems
August 27, 2020
Twilio said it’s now working with the Illinois Department of Innovation and Technology and the Public Health Department of Philadelphia on contact tracing systems.

READ MORE 

Twilio to Power Communications for More Than 28 Contact Tracing Initiatives
August 27, 2020
Illinois Department of Innovation & Technology and Philadelphia Department of Public Health tap Twilio to support contact tracing efforts. Twilio positioned to address contact tracing needs for over half the United States population.

READ MORE 

Twilio to Power Communications for New York City’s Contact Tracing Initiative
May 22, 2020
Through the city’s Department of Information Technology & Telecommunications (DoITT), the city is planning to deploy a cloud-based contact center on Twilio Flex and leverage Twilio SMS and Voice as key parts of the City’s COVID-19 tracing program.

READ MORE

Pittsburgh upgrading 311 system at 'unheard of' pace to allow remote work
March 27, 2020
See a pothole? Call 311. A tree limb down in your park? Call 311. Need to know the city’s latest news during a global pandemic? Call 311. The operators on the other side of the line are among the city staff that have reported to their office on the 6th floor of the City-County Building during the COVID-19 pandemic, but by Friday upgrades to the city’s system could allow them to work from home.

READ MORE

 

Events

Contact Tracing Webinar (Virtual Event)
On-demand
Join Twilio for a demo and discussion on how their cloud communications platform can help you quickly launch a cloud call center and notifications that can scale your contact tracing needs.

Twilio Engage (Virtual Event)
July 22, 2020

Build for the New Normal: The Future of Customer Engagement

SIGNAL (Virtual Event)
September 30 – October 1, 2020

Join developers, charitable organizations, government officials, and business owners at Twilio’s annual conference, September 30 – October 1, 2020. This event will provide updates on best practices, new products, and showcase engagement solutions that developers have built. Free and paid tickets are available here.