Knowledge Management
in Government

Logo of IRS, U.S. Department of Veterans Affairs, a. NY Department of Health , FedRamp

Federal government sector scored the lowest in CX

Forrester US CX Index
2021, 2020, 2019

80% of government officials agree agencies have not gone far enough in digital transformation.

Trust in government has been eroding since the peak in the sixties

The Internal Revenue Service (IRS) success story

The IRS had to modernize its customer service organization, improve citizen experiences across touchpoints, fast track issue resolution and benefit claims, and yet somehow contain costs. Using eGain’s knowledge automation and digital engagement platform, the IRS delivered easy taxpayer experiences in a secure, efficient cloud environment.

Watch Anne Shepherd, IRS ACIO, share their transformation journey in partnership with eGain.

Click image to watch video - Internal Revenue Service: Out Knowledge-Powered Digital Journey. Speaker: Anne Shepherd, Associate CIO, IRS


Per Gartner, poor CX has been the biggest barrier to digitalization success and disparate knowledge silos in organizations is a big deterrent to good CX . No wonder Gartner rates knowledge management (KM) as the #1 technology to improve not only CX, a critical success factor for digitalization success, but also the employee experience (EX) and operational performance. But legacy KM systems have failed to deliver the goods, calling for a need to modernize it with a revolutionary new approach called the “Knowledge Hub™.”

The eGain Knowledge Hub is the first such solution to unify and orchestrate all the essential technology building blocks of KM, including content management, profiled access, intent inference, search methods, conversational guidance (what to say next), process guidance (what to do next), analytics, personalization, and connectors to existing systems, powered by AI, ML, and analytics.

Why eGain

Industry success

Track record of success at scale with leading government agencies at scale.

Quick value

Rich out-of-the-box functionality for quick business value, say no to toolkits and multi-year development, customization, and integration projects.

Security and compliance

Compliant with privacy and security standards such as PCI, NIST SP 800-53, HIPAA, and FedRAMP.

Ease of innovation

One-of-a-kind, risk-free production pilot—not a toy sandbox—so you and your team can experience the solution free of charge and obligation.


The top-rated, FedRAMP-authorized SaaS solution for digital-first, knowledge-powered customer engagement automation that includes unified omnichannel hubs for managing knowledge, conversations, and analytics, powered by AI, ML, and analytics.

Domain expertise

More than two decades of experience in KM and banking domain expertise.

57% of citizens say they got different answers for the same question across touchpoints

Government sector is the least likely to offer service via digital channel of choice

eGain-Dimensional Research survey

Government leaders trust eGain!

After implementing the eGain Knowledge Hub, a mammoth federal government agency deflected up to 70% of incoming calls to virtual assistance, reduced case handling time by 25%, and improved form-filling with granular knowledge assistance within forms. No wonder these powerful capabilities elevated their agent engagement to 92% versus their industry benchmark of 67%.
Another large federal government agency experienced “phenomenal success” with the eGain Knowledge Hub. The hub empowers 25 million users and 128,000 contact center agents and other customer service personnel with consistent and accurate information and guided customer service processes, compliant with regulations. Thanks in part to eGain, their position in the Forrester CX Index improved by 33% in 2021 over 2020!

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