TipCo Partners with Johnston County DSS to Modernize Service Delivery

TipCo is thrilled to share our newest partnership with Johnston County Department of Social Services (DSS) in North Carolina where we’re implementing EVA to support program areas that heavily rely on phone communication, including customer service, intake, eligibility notifications, and general agency announcements. Facing increased service demand including staffing and resource constraints, the agency felt that now was the right time to implement an automated solution. This would modernize service delivery, improve responsiveness, and enable proactive workload management without relying solely on more staff. Customers expect faster, more accessible communication, and a solution like EVA can help reduce bottlenecks caused by standardized call workflows, improving customer experience. “An AI-powered solution enables the agency to scale services efficiently while maintaining consistency and accuracy in communication,” said James Moco, Computer Systems Administrator at Johnston County Department of Social Services. “Unlike traditional automation, AI allows for more natural interactions, better handling of varied caller responses, and continuous improvement over time.” The Johnston County DSS team made a group decision to use EVA and are eager to start implementation. With EVA’s help, agency workers are expecting to spend less time on the phone handling repetitive calls. This will allow staff to focus on complex cases, problem-solving, and direct customer support. For community members, EVA will help to improve access to information, reduce wait times, and provide timely, consistent communication through a more convenient and responsive phone experience.

“We selected EVA due to her ability to conduct natural, two-way voice conversations rather than relying on menu-based systems,” shared Christine M. Dowdell, DSS Director at Johnston County Department of Social Services. “The flexibility, scalability, and alignment with agency needs made EVA a strong fit compared to traditional IVR or manual call processes.” TipCo looks forward to partnering with Johnston County DSS in this important work, and we're excited to support their vision for modernized, accessible human services. If you would like to learn more about TipCo or our EVA solutions, contact us today.