US Government Department Utilizing Primas for Gun Purchasing

We developed a secure IVR system compliant with security-stringent standards and policies to streamline the complex gun purchase process for a US Government Department.

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About Our Customer

Primas’ customer requires compliance with US data security standards and privacy regulations due to the confidential nature of law enforcement data.
  • Industry: Public Sector
  • Size: Over thousands of monthly orders
  • Country: The United States
Government-NYSP-About-the-customer
challenges primas customer government

Challenges

An IVR serving the gun purchases posed 3 unique challenges:

  • Complicated Gun Ordering Process: The complexity of the gun purchasing process, amplified by the customer's initially unclear requirements during development, necessitated extensive communication efforts.
  • Regulatory Compliance: Ensuring adherence to stringent US government security and deployment standards.
  • Tight Timebound: The entire IVR/CAI system, including deployment on Azure Gov and an additional private cloud for High Availability (HA), must be delivered within a strict two-month timeline.

Primas Usable Solutions

Platform
Robust low-code platform
Utilizing the Primas platform to build the IVR
Delivered a transparent process that allowed customers to participate in designing, monitoring, and iterating the platform according to their workflow and standards
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Development Process
CX experts
Professional teams maintained daily communication with the customer
Release updates every 3 days to generate timely feedback
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Government Standard Security & Deployment
Robust low-code platform
Leverage Azure GOV to ensure a secure and compliant environment for the data
Attain high availability by utilizing parallelly separate trunk systems and providers, Charter and IServ
Connect to the customer’s on-premises internal system through a StateRamp/ FedRamp certified API, enabling smooth data exchange
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Operation Training
CX experts
The customers were guaranteed to operate the system and monitor IVR quality using the platform dashboard through Primas’ go-live training programs
A process for IVR quality improvement was set up to continuously upgrade and modify according to the customer’s requirements
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Success & Results

  • Developed and implemented an IVR compliant with strict government policies within 2 months
  • Achieved 2x faster time-to-value compared to other solutions
  • Automated the processing of thousands of orders monthly
  • The client’s team is well-trained in designing and operating the IVR system
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