When Every Second Counts for a Child's Safety
How a state child protective services intake center transformed their operations to respond faster, ensure quality on every call, and protect more children
"We went from hoping we'd catch quality issues to knowing we evaluate 100% of calls. For child safety, that certainty is everything."
— Agency Operations Leader
The Transformation
Before Platform28
- Word documents for case documentation
- Manual data entry into legacy system
- 2-5% of calls quality scored
- No call prioritization system
- Limited remote agent visibility
After Platform28
- Database-driven dynamic forms
- RPA bot automates data entry
- 100% of calls AI-scored
- Emergency calls prioritized instantly
- Real-time dashboards & screen recording
The Challenge
A state centralized child protective services intake center handles reports of child abuse and neglect from mandated reporters, law enforcement, and concerned citizens. With 150 agents fielding 20,000+ monthly interactions across phone, webform, email, and fax, they needed to modernize operations while maintaining the highest standards for child safety.
Paper-Based Processes
Agents used Word documents and manual data entry, creating delays in getting critical information into the system
No Prioritization
Emergency calls from law enforcement waited in the same queue as routine follow-ups
Quality Blind Spots
Only 2-5% of calls could be reviewed, leaving most interactions unmonitored
Remote Workforce
Work-from-home agents needed oversight to ensure compliance with sensitive intake protocols
The Solution
Platform28 deployed a comprehensive contact center solution in just four months, integrating with the agency's existing systems without requiring costly modernization.
Intelligent Call Routing
Emergency personnel get highest priority. New CPS reports route ahead of routine inquiries. Automated disclosures save agent time while IVR captures data before the call connects.
RPA Bot Integration
Robotic process automation enters data directly into the legacy case management system in real-time, eliminating manual transcription and reducing errors.
Dynamic Forms Manager
Database-driven forms replaced Word documents. Role-based access, automatic routing for follow-up, and complete audit trails for compliance.
AI-Driven Quality Assurance
100% of calls scored automatically vs. industry standard of 2-5%. AI summaries extract key details, flag issues, and even summarize non-English calls in English.
Work-From-Home Compliance
Real-time monitoring with listen, whisper, and barge. Screen recordings capture all agent activity. Live dashboards show status across the entire remote workforce.
Omnichannel Workspace
Single interface for phone, webform, email, and fax. Agents see complete context for every interaction without switching between systems.
Measurable Results
Within months of launch, the agency achieved transformative improvements
From intake to entry in the system of record
Industry average: 2-5%
Across all channels
For AI-powered summaries
Impact Across the Organization
For the Agency
- Faster response to child welfare concerns
- Complete audit trail for legal requirements
- No costly modernization of legacy systems
- Real-time visibility into operations
For Agents
- Guided workflows reduce training time
- Automated data entry eliminates tedious work
- Dynamic forms ensure consistency
- Clear priorities on every shift
For Citizens
- Emergency calls prioritized immediately
- Reduced wait times
- Professional, consistent service
- Faster case processing
Platform28 Technology Used
AgentFlow
Built-in workflow automation included at no extra cost
Learn more →Omnichannel Workspace
Single interface for all communication channels
Learn more →AI Quality Management
100% automated call scoring and analysis
Learn more →Intelligent Routing
Priority-based call distribution
Learn more →Platform28 has served government agencies for over 20 years, with a proven track record in child welfare, human services, and public safety.
See How We Can Achieve Similar Results for Your Agency
Whether you're handling 1,000 or 100,000 monthly interactions, Platform28 can help you respond faster, ensure quality, and serve your constituents better.