Tony Peralta, data architect at the Bureau of the Fiscal Service, discusses some of his agency’s analytics success stories, and how the cloud environment has changed since they began using it.
The Bureau of the Fiscal Service is tasked with managing the federal government’s accounting and debts. The agency has dived head first into using data and analysis to accomplish their goals. Tony Peralta, data architect at the Fiscal Service, says that since they began analyzing treasury data, his agency has seen many successes. “As we are pursuing our mission to actually collect delinquent debt for the federal government, one of the key activities there is our call center, that drives our collections and is serving the citizens. We wanted to have something in place that actually drove things both to improve the citizen experience, and of course the services we are providing the citizens as well. We are trying to see how we can use our cloud platform now that we can elaborate beyond relational structured data and use unstructured data like voice files,” said Peralta. “The success we’ve had so far is being able to transcribe those voice files to text, do some text analytics, get some sentiment analysis… to really improve training for call centers, and seeing how certain collections need to be handled differently based on their criteria or characteristics. I think we are just kind of getting the grasp on perfecting that capability.”