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Google Cloud Public Sector Honolulu, Hawaii

Hawaii DCCA

Customer Service Automation · Enterprise Knowledge Search

The Hawaii Department of Commerce and Consumer Affairs (DCCA) serves a vital mission: protecting residents while ensuring a level playing field that promotes fair business competition across the state.

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It has saved immense staff hours and fundamentally improved how we engage our community.
Reclaiming Time: Streamlined operations and reduced manual work across 52 state boards and commissions by deploying agents to generate draft meeting minutes

Reported impact

Business outcome

The DCCA's digital transformation delivered immediate, quantifiable results for Hawaii's local residents and small business community. Resident satisfaction reached 84.88%, with Interactive Voice Response Customer Satisfaction (IVR CSAT) hitting 93.03%.

  • Customer Experience
  • Productivity Improvement

Solution

Hawaii Department of Commerce and Consumer Affairs (DCCA) partnered with Google Public Sector to transform resident services and elevate public trust, resolving 42% of inbound calls using an IVR and reaching resident satisfaction scores of ~85% with Gemini Enterprise. Rather than making incremental fixes, DCCA partnered with Google Public Sector to completely reimagine their digital presence and engagement. The department selected Google Cloud for its enterprise-grade search capabilities and integrated, full-stack approach to AI. With Gemini Enterprise , DCCA was able to integrate web search, conversational virtual agents, and contact center modernization into a unified ecosystem that empowers residents and local businesses with intuitive self-service tools.

Solution architecture

5 components · 3 layers
  1. Storage
    • Cloud Storage Stores source documents, media, or raw files that feed the automated workflow.
  2. Serving
    • Contact Center AI Platform Powers conversational voice and chat experiences that automate customer or employee interactions.
    • Customer Experience Agent Studio Powers conversational voice and chat experiences that automate customer or employee interactions.
  3. Orchestration
    • Gemini Enterprise Provides the reasoning or generation layer used for classification, orchestration, content generation, or analysis.
    • Google Cloud Data Agent Kit Coordinates multi-agent workflows, tool calling, and governed automation across the application.

Architecture clues

  • By starting with focused, high-value use cases DCCA is showcasing how to successfully deploy agentic solutions with Gemini Enterprise to transform resident experiences and elevate public trust.
  • Scaling agentic workflows to drive resident experience satisfaction
  • Simplified digital footprint from 7,700 web pages down to 250 with agentic search capabilities that help resolve queries directly
  • The department was able to replace rigid site navigation with an intelligent search interface and a conversational virtual agent, backed by a unified content repository that grounds responses directly in public information.

Evidence from the source

Deploying Gemini Enterprise to transform complex workflows into seamless digital interactions
Hawaii DCCA transforms the resident experience and elevates public trust with Gemini Enterprise
Hawaii Department of Commerce and Consumer Affairs (DCCA) partnered with Google Public Sector to transform resident services and elevate public trust, resolving 42% of inbound calls using an IVR and reaching resident sat
Rather than making incremental fixes, DCCA partnered with Google Public Sector to completely reimagine their digital presence and engagement. The department selected Google Cloud for its enterprise-grade search capabilit
To execute its modernization strategy, DCCA adopted Gemini Enterprise-an open and comprehensive platform that empowers organizations to rapidly build, scale, govern, and optimize enterprise-grade agents grounded in their
Transparency Evidence & methodology 75/100 reference value · 77% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value75/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth15/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact15/25
    1 metric describe measurable impact.
  • Deployment scale5/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence77%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    5 direct source quotes retained.
  • Date provenance0/10
    The publication date has no documented provenance.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity8/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. Google Cloud

    Hawaii DCCA customer story

    First-party
    https://cloud.google.com/customers/hawaii-dcca
    Source type
    Vendor-published customer story
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes

Date evidence

  • First archived Oct 2, 2026 · Internet Archive · Independent First Wayback Machine capture; confirms the page existed by this date, not when it was published.
    Open date source
  • Sitemap last modified Oct 1, 2026 · Google Cloud · Publisher metadata Publisher-reported modification timestamp; not a publication date.
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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