Government | Customer Experience Outsourcing

Reliable support, across every interaction

Transparent communication

Trained agents translate complex rules, requirements, and benefits into plain language the public can understand and act on.

Empathetic care

A human-first approach brings reassurance in critical moments, when people most need a real person to help them through.

Omnichannel support

Responsive support on whatever channel people choose makes government services feel accessible and within reach.

Our approach to government CX

Government interactions carry real weight. Whether it's applying for benefits or resolving a claim, each one influences how much the public trusts your agency. RUI supports the full constituent journey with proactive, human-first service that reduces friction and builds trust.

24/7, omnichannel support across North America with responsive, plain-language service that reduces friction and expands access, from a first question to a resolved case.
Teams trained for high-stakes government moments, including benefit questions, claim decisions, and sudden surges during disasters, public health events, and program rollouts.
A human-first model suited to the constituents agencies serve most, including people who are elderly, disabled, low-income, or in crisis.
AI-augmented agents guided by real-time insights and case context, so answers stay accurate and consistent, with a real person accountable for every interaction.
Multilingual, accessibility-focused support that helps every constituent reach the services they need, regardless of language, literacy level, or digital access.
Bespoke CX strategies designed to expand access, protect sensitive data, and make essential services easier to reach.

Friendly government administrative worker

“RUI has supported our company operations exceptionally well for many business-critical processes. Our partnership with RUI has resulted in outstanding service and extremely high NPS, CSAT from our client base. Our brand is enhanced with every transaction performed by RUI. They definitely live up to their pledge to deliver a best-in-class service. We look forward to a long-standing relationship.”

-Customer Experience Leader

Proven CX results, at scale

Average client results:

32%

Increase in NPS scores

41%

Reduction in Average Speed to Answer

42%

Reduction in abandon rate

12%

Increase in first call resolution

Public-sector experience you can rely on

Since 1996, RUI has supported government agencies with premium, customized constituent experiences. Today that means AI-augmented teams trained on program eligibility, benefits navigation, and high-stakes claim interactions, built for a moment when public trust in government has never been more fragile, or more important to rebuild. We tailor our approach to your agency, the public you serve, and your operating environment instead of forcing a one-size-fits-all model, all under rigorous security and compliance standards, including PCI-DSS and SOC 2, to protect the sensitive personal data the public entrusts to you.

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Where government support begins

Our model brings together focused training, adaptable technology, and disciplined execution so agents are ready for the moments that matter most to the people you serve.

Training

Our model brings together focused training, adaptable technology, and disciplined execution so agents are ready for the moments that matter most to the people you serve.

Technology

We work within your existing platforms and layer in AI-powered, real-time guidance, giving agents the constituent context, case history, and program details they need to deliver accurate, consistent answers within secure, compliant workflows.

Operating model

Clear processes and AI-supported insight help teams treat every interaction, whether a benefits question or an urgent claim, as a chance to build public trust rather than just close a case.

Resources for government CX

CX outsourcing for government