Case Study: NIC USA

Sugar helps NIC to bridge the gap between citizens and state government

	Sugar has been an important enhancement to our customer service operations. The state of Kansas is also pleased with the faster and more effective issue resolution we have been delivering since the system was implemented. Brent Hoffman Former Director of Marketing for Kansas.gov Current General Manager at Nebraska.gov

Problem:

• NIC needed a flexible and robust system to streamline Kansas.gov Help Desk issue resolution processes
• NIC was wary of buying a system that would not give them the flexibility, adaptability, and customization capabilities needed to fit their unique line of business
• NIC wanted a system that could be repurposed and implemented for other state portals

Solution:

• Sugar has enabled faster and more effective resolutions for citizens inquires to the Kansas.gov Help Desk
• Sugar’s open source architecture has allowed NIC to make key customizations that allows Sugar to drive internal Help Desk processes
• Sugar’s multi faceted functionality and open source architecture has allowed NIC to utilize Sugar for a variety of purposes and state portals

Full Case Study

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About NIC

NIC is the leading provider of outsourced eGovernment portals. NIC designs, manages, and markets eGovernment services on behalf of state and local governments. The company partners with government leaders and establishes local offices to provide customized solutions for each government it serves.NIC’s electronic government solutions use technology to increase efficiency and reduce costs for governments and their constituents.

Website: www.nicusa.com