Florida Department of Children and Families

Children and Families

Enabling Knowledge at Every Level

The Florida Department of Children and Families (DCF) provides critical support services to millions of residents across the state.

With high volumes, complex regulations, and a diverse user base, DCF needed a better way to ensure consistent, accurate, and fast answers whether from contact center agents, volunteers, or online resources.

Polly.Help was implemented as the centralized knowledge management solution to power that transformation.

The Challenge

Inconsistent answers across different agents, teams, and contact centers

Critical knowledge stored in disconnected systems, notes, or outdated OneNote files

Difficulty managing surge support with untrained volunteers

Customers calling multiple times to receive the answer they were hoping for

The Polly.Help Solution

With Polly.Help, DCF now uses a single platform to support all its knowledge needs spanning internal service teams and external self-service channels.

Multiple internal portals customized for different tiers of agents, volunteers, and VI staff

External Smart FAQ embedded in the DCF website to answer common public inquiries

Flowcharts and resolution guidance captured and structured as knowledge items

Contextual access to knowledge directly embedded in the Upstream Works for Finesse (UWF)

Results

Centralized and tiered knowledge access across internal portals

Reduced training time and faster onboarding through intelligent content flows

Improved service consistency and first-time-fix rate

Streamlined volunteer enablement with dedicated knowledge flows

Future-Ready for Growth

DCF plans to further integrate Polly.Help with their internal policy databases and expand multilingual support.

With a structured knowledge foundation now in place, DCF is equipped to scale operations, improve citizen satisfaction, and provide more effective support across every team and every channel.

Want to empower your contact center with structured, scalable knowledge like DCF? 

More Case Studies

At Polly.Help, we’re proud of the organizations we support and even prouder of the impact they’ve achieved.

Each of our clients has their own story: a challenge, a solution, and measurable results. From faster onboarding and improved service KPIs to reduced operational friction and smarter AI usage our platform is driving change across sectors.

But don’t just take our word for it. Dive into their experiences and see what’s possible when you centralize knowledge with Polly.Help.

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