Empowering Citizens with Self-Service: Strategic Systems Delivers Secure PIN Reset Chatbot

For citizens and government agencies alike, remembering PINs and passwords is a common challenge—and forgotten credentials can create major bottlenecks. When a large state Job Insurance agency’s call center was overwhelmed with PIN reset requests, Strategic Systems stepped in with a solution that not only improved service but also set the stage for future innovation.

The Challenge

The agency’s call center was flooded with routine PIN reset calls, delaying more urgent assistance. Traditional solutions could take months to implement—time the agency didn’t have. They needed a modern, efficient fix that would empower users and relieve the burden on staff.

The Solution: Self-Service Chatbot with Robotic Process Automation

Strategic Systems collaborated with agency business and IT leaders to implement a conversational UI chatbot combined with Robotic Process Automation (RPA). The chatbot allowed citizens to reset their own PINs quickly and securely—no phone call or wait time required.

Notably, this was the first production chatbot implemented in the state’s Azure environment, demonstrating both technical leadership and a commitment to secure cloud deployment.

Real Results in Record Time

With the new solution:

• Citizens reset their PINs without staff involvement
• Call centers were freed up to assist with more complex issues
• The system handled thousands of users reliably and securely
• The entire effort—from procurement to implementation—was completed within months

Strategic Systems also trained agency IT staff to maintain, monitor, and replicate the solution for future use cases—ensuring long-term value beyond the initial rollout.

A Model for Modern Public Service

This successful chatbot implementation reflects Strategic Systems’ broader mission: using innovative technologies to help agencies deliver better, faster services. By empowering citizens with self-service tools, agencies can improve satisfaction while focusing their teams on what matters most.