Driving Innovation in Government Services

Highlights from the Verint Public Sector Summit 2025

On June 18, 2025, public sector professionals, technology partners, and Verint experts gathered in Washington, D.C. for the Verint Public Sector Summit 2025. This dynamic, one-day event focused on transforming citizen services and boosting government efficiencies through CX Automation and AI.

The event offered various sessions of thought leadership, real-world case studies, and networking opportunities tailored to the unique challenges of public sector organizations.

City of Tulsa: A Model for Digital Efficiency

A highlight of the summit was a panel discussion featuring the City of Tulsa, sharing impressive progress in digital transformation.

Tulsa has achieved a 60% Channel Shift KPI for its top 10 most common service request types. This means that 60% of these requests—ranging from pothole reports to permit applications—are now resolved through digital self-service channels, without requiring human intervention.

This shift doesn’t just streamline operations and reduce costs. It also significantly improves the citizen experience by offering faster, more accessible services.

Tulsa’s success story serves as a blueprint for other municipalities aiming to modernize service delivery. 

Avaya: Addressing Public Sector Priorities with Technology

Our trusted partner Avaya delivered a compelling session on how technology can help public sector agencies meet their most pressing priorities. Their insights focused on four key areas:

• Driving Efficiency: Leveraging automation and AI to streamline workflows.
• Improving Citizen and Employee Experience: Creating seamless, omnichannel engagement.
• Meeting Security and Audit Requirements: Ensuring compliance with evolving mandates.
• Enhancing Resilience: Building systems that adapt to changing needs and emergencies.

Avaya emphasized that technology is not just a tool—it’s a strategic enabler for mission success in the public sector.

Voice of the Customer: Insights from the Smithsonian Zoo

The Smithsonian Zoo shared how they use Verint Voice of the Customer (VoC) solutions to gather feedback and continuously improve visitor services. By listening to their audience, they can make data-driven decisions that enhance the overall experience.

Verint’s own experts expanded on this theme, demonstrating how VoC tools can do more than improve services—they can ensure the right information reaches the right person at the right time.

Whether through real-time feedback, sentiment analysis, or proactive communication, VoC is becoming a cornerstone of responsive, citizen-centric service delivery.

Public Safety Breakout: Supporting the Mental Wellbeing of Call Takers

A dedicated public safety breakout track addressed the critical issue of 911 telecommunicator well-being. These frontline professionals face high-stress environments daily, and their mental health is essential to effective emergency response.

The session introduced innovative solutions such as non-emergency call automation, which helps reduce the volume of routine calls handled by human operators.

By automating lower-priority interactions, agencies can ease the burden on call takers, reduce burnout, and improve overall service quality.

A Day of Learning, Networking, and Innovation

The summit also featured interactive sessions, networking breaks, and a technology showcase where attendees could explore the latest solutions in AI, analytics, and citizen engagement.

With a strong focus on collaboration and knowledge sharing, the event fostered meaningful conversations about the future of public service.