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Case Study

# How Semantic Search Can Supercharge State Government Digital Services

A large state government's website serves millions of residents needing fast, accurate access to permits, benefits, and public services. This case study examines how replacing keyword-based search with Keyspider's semantic search would transform citizen self-service, cut contact centre volume, and position the state as a leader in digital government.

12 min read
Government & SLED December 2024 Read case study

35%

projected reduction in contact centre calls for information enquiries

A large state government's website serves a diverse and growing population, all of whom need fast, accurate, and reliable access to information online. Whether searching for business licenses, permits, or public services, residents and businesses rely on the state's official website to answer key questions and facilitate essential transactions. The current keyword-based search creates significant friction in this journey.

## Challenges with the Current Search Experience

### Difficulty Finding Information

The current keyword-based search often returns a long list of results that may only loosely relate to the search intent. A search for 'business license' might yield results from unrelated departments or documents that contain the term but lack detailed relevance to what the user truly needs. This leads to high search time and inefficiency.

### User Confusion and Frustration

Without smart categorisation or intent-driven search, users quickly become overwhelmed by disorganised search results. Critical documents such as PDFs are not searchable, making them harder to find and access. This increases support calls and emails to government agencies, reducing public trust in digital government services.

### Information Inconsistency and Overload

Many state departments maintain separate resources, resulting in fragmented data across portals. A user searching for health permit information might need to visit multiple departmental pages without finding centralised, comprehensive answers. Without advanced filtering and ranking capabilities, users are overwhelmed by irrelevant search results.

## The Solution: Semantic Search for State Government Digital Services

Implementing a semantic search solution like Keyspider's would allow a state government to create an enriched, intuitive, and efficient search experience that enhances public satisfaction, boosts trust and transparency, and improves administrative productivity.

### Enhanced User Experience with Contextual Understanding

Semantic search analyses the meaning behind user queries, going beyond keyword matching to interpret the user's intent. A user searching for 'how to apply for a business license' would see prioritised results with clear step-by-step guidance, links to application forms, and relevant departmental contact information, rather than scattered, loosely related pages.

### Efficient Data Integration Across Departments

Semantic search can unify fragmented data sources, creating a cohesive digital experience across all government departments. A search for 'health permit for small businesses' could pull results from health, licensing, and business development departments, creating a one-stop-shop for users. This reduces the need to switch between sites and streamlines processes like permit applications and payment submissions.

### Improved Accessibility and ADA Compliance

Semantic search empowers agencies to meet accessibility standards by providing consistent, easy-to-navigate results. Users relying on screen readers experience a more logical flow of information, while those with cognitive disabilities benefit from reduced complexity. State agencies can bolster ADA compliance initiatives, ensuring all residents can independently and reliably interact with essential online services.

35%

projected reduction in support calls for information already on the website

3x

improvement in successful search task completion vs keyword search

5 min

page published to searchable, with real-time indexing

400+

agency domains indexable from a single Keyspider account

## Key Features of Keyspider Semantic Search

- One Index, Multi-Use: State government can create a single, unified index that serves multiple purposes across departments and user types, eliminating redundant indexing processes.
- User Management: Easily manage user permissions and roles, ensuring secure access to sensitive data while maintaining personalised search experiences for different user groups.
- Autocomplete Suggestions: Provides users with intelligent, real-time suggestions as they type, speeding up searches and improving accuracy.
- Faceted Navigation: Allows users to refine results dynamically using filters like categories, departments, dates, or content types.
- Typo Tolerance: Recognises misspelled terms and provides accurate results, minimising frustration and increasing satisfaction.
- Best Bets: Administrators can pin the most critical information to the top of results for specific queries, ensuring emergency or high-priority content is always found first.
- Synonym Management: Define synonyms to bridge vocabulary gaps, so users find relevant results even when using different terminology than what is indexed.

## Reduction in Support Costs

With relevant information easily available, semantic search can significantly reduce the volume of calls, emails, and in-person enquiries for support. Users searching for answers related to tax payment deadlines or property records find clear, self-service answers without needing to contact support. For an agency handling 100,000 calls per month at an average cost of $15 per call, reducing call volume by 35% represents a direct operational saving of more than $600,000 per month.

## A Vision for the State's Future Digital Services

If a state government implements semantic search, the impact resonates not only with users but also within internal agency operations.

Projected outcomes

For residents and businesses

Citizens and business owners enjoy an efficient, frustration-free experience, making government services more accessible, transparent, and responsive to real needs.

For government agencies

State departments experience reduced support demand, freeing up resources and allowing staff to focus on critical tasks rather than managing repetitive information requests.

For the state's reputation as a digital leader

Adopting cutting-edge technology like semantic search enables the state to set a standard for digital government in the United States, reflecting a commitment to modern, citizen-centric services.

> "Implementing semantic search represents a strategic opportunity to lead in digital public service, improve service quality, optimise operational efficiency, and reinforce the state's commitment to accessible, inclusive, and forward-thinking digital government."

> — Keyspider Government Practice, 2024

Related resources

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Search and Discoverability: Boosting Trust in the Public Sector

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Enterprise Solutions for Government Website Search

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Topics

Case Study Government State Government Semantic Search Digital Services

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