Google Cloud's Virtual Appointment Scheduling Tool (VAST) Helps State of Arizona Recover from Unemployment Situation - Build What's Next
Case Study

Google Cloud’s Virtual Appointment Scheduling Tool (VAST) Helps State of Arizona Recover from Unemployment Situation

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The state of Arizona partnered with Google Cloud and SADA to build Virtual Appointment Scheduling Tool (VAST) to expedite form uploading, virtual career counselling and other administrative tasks for citizens to find jobs during the pandemic phase!

When the world was forced to go primarily online, state governments also faced the reality of needing to provide community services without the health risk of meeting in person. Old systems that relied on interpersonal contact could not keep up. An unprecedented number of displaced workers swamped every unemployment system. The capacity challenges weren’t limited to state labor departments either. Everything from birth certificates and marriage licenses to apostilles and court system services that could usually be handled by a simple walk-in had to be scheduled in advance. Both internal and external communication suffered. 

To meet these challenges, many organizations turned to new technology solutions and innovative approaches.

How VAST helped Arizona get back to work

The State of Arizona had tens of thousands of constituents who relied on pandemic unemployment insurance and would also need tools to reenter the workforce.Tim Tucker, Deputy Administrator of the Workforce Development Administration for the Arizona Department of Economic Security, started preparing in late 2020. He collaborated with Google Cloud and SADA to introduce the Virtual Appointment Scheduling Tool (VAST) to State of Arizona staff members. Using VAST reduced the excessive workload taken on by the Workforce Development Administration as they got Arizona back to work. VAST lets constituents book an appointment, upload documents and forms, and conduct career counseling virtually. This helped constituents move through the system faster so they could successfully reenter the workforce.

That preparation paid off. As of September 2021, Arizona had recovered the majority of the jobs lost during the pandemic. It has also seen one of the smallest percent change in employment compared with pre-pandemic numbers. Even more impressive, Arizona is one of only five states where unemployment claims are now lower than pre-pandemic numbers. Using VAST helped them get people back to work faster and has become a permanent part of their unemployment program.

Bringing streamlined services to the community

To fully realize a solution to the challenges faced by our public sector customers, we focused on three key areas in which we knew we needed VAST to excel:

  • Efficient staff allocation
  • Streamlined internal meetings
  • Confident constituent interactions

We also knew our customers needed to get VAST online fast, and it needed to work with existing infrastructure without requiring a total overhaul. These areas informed the design of VAST’s features and have allowed us to meet the challenges faced by agencies such as the Arizona Department of Economic Security.

Virtual Agent support and integrations

VAST gives constituents 24×7 virtual agent support powered by  Google Cloud’s contact center AI virtual agents. Virtual agents are custom programmed to fit the specific needs of each agency and community they serve. It’s easy to add new options and information whenever an update is needed. Virtual agents can be designed to understand the user’s intent and serve up relevant content for a smooth user experience on both ends of the system. Virtual agents run at scale and offer multi-language support, ensuring they can serve everyone in the community. By pairing these with VAST, constituents can experience seamless self-service. 

6 week deployment time

Most of our public sector clients needed a solution yesterday. VAST can be deployed rapidly, taking about six weeks from start to finish, which includes everything–even staff training time.

 Integration with Google Workspace and Chrome

VAST securely integrates with other Google solutions, such as Google Workspace and Chromebooks. We work to ensure VAST is fully functional within your existing systems.

Collaboration and support

SADA collaborates with each organization to ensure that the design, development, and functionality of VAST align with their needs. SADA specializes in helping public sector customers migrate to Google Cloud. 

Analytics

Application administrators have access to analytic data gathered by VAST and options to customize and add additional datasets.This data helps organizations find blind spots in coverage, fix service bottlenecks, and better organize internal resources. Leveraging this data gives organizations the power to make changes, resulting in everything from a smoother customer experience to cost savings.

To learn more about how Google Cloud has supported Arizona during the pandemic, check out this blog on how their vaccination distribution system leveraged Google Cloud to get the vaccine to more people. For more information on how VAST can streamline a customer experience.

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Navigating the AI Landscape: The Future of AI for ML Engineers

A podcast-style video series exploring how AI is shaping our future and how to prepare for changes. Developer advocate, Arwen Hauzhenga, shares his 10+ years of experience in machine learning and generative AI. He discusses the evolution of the field from data mining to data science and large-scale machine learning.

The video contains:

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How-to

AI and Machine Learning Get Marketers One Step Closer to Relevance at Scale

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Artificial intelligence and machine learning are already transforming the technological landscape. From digital assistants to image-recognition software to self-driving cars, what was once the stuff of science fiction is now becoming a reality. But what exactly does it mean for marketing and advertising executives?

It could get us closer to one of advertising’s most-sought goals: relevance at scale. Before then, we’re going to see changes to the way we do business.

Technological advances have always created new opportunities for storytelling and marketing. Just as the advent of TV brought an era of truly mass advertising and reach, and the internet and mobile brought a new level of targeting and context, AI will change how people interact with information, technology, brands, and services.

A big part of the opportunity for marketers is how AI will help us fully realize personalization—and relevance—at scale. With platforms like Search and YouTube reaching billions of people everyday, digital ad platforms finally can achieve communication at scale. This scale, combined with customization possible through AI, means we’ll soon be able to tailor campaigns to consumer intent in the moment. It will be like having a million planners in your pocket.

Find out how you can achieve relevance at scale. Download now!

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Google Cloud VMware Engine Achieves HIPAA Compliance

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Google Cloud VMware Engine is now covered under the Google Cloud Business Associate Agreement (BAA) and achieved HIPAA compliance to help healthcare firms run their HIPAA-compliant VMware workloads without additional complexity. Learn more.

We are excited to announce that as of April 1, 2021, Google Cloud VMware Engine is covered under the Google Cloud Business Associate Agreement (BAA), meaning it has achieved HIPAA compliance. Healthcare organizations can now migrate and run their HIPAA-compliant VMware workloads in a fully compatible VMware Cloud Verified stack running natively in Google Cloud with Google Cloud VMware Engine, without changes or re-architecture to tools, processes, or applications.

Healthcare organizations increasingly use cloud platforms to personalize patient care, analyze large datasets more effectively, enhance research and development collaboration, and share medical knowledge. Leveraging cloud platforms can also help healthcare organizations increase the privacy and security of information systems, including protected health information (PHI), and, as a result, better comply with applicable laws and regulations while reducing the burden of compliance. For PHI, the Health Insurance Portability and Accountability Act of 1996 (HIPAA) set standards in the United States to protect individually identifiable health information. HIPAA applies to health plans, most healthcare providers, and healthcare clearinghouses that manage PHI electronically, and to persons or entities that perform certain functions on their behalf. 

With Google Cloud, organizations can leverage solutions that enable secure, continuous patient care and data-driven clinical and operational decisions with ease, while being empowered with collaboration and productivity tools. Further, Google Cloud Platform supports HIPAA compliance. We offer HIPAA-regulated customers the same products at the same pricing that is available to all customers, unlike many other cloud providers. 

For healthcare organizations that leverage VMware on-premises, having a consistent, cloud-integrated platform that provides seamless access to native cloud services unlocks the opportunity to extend, migrate, and modernize healthcare IT infrastructure and applications in a fast, low-risk manner at their own pace. This is especially important for mission-critical healthcare provider workloads, where having a low-risk way to adopt the cloud is important. Google Cloud VMware Engine offers that solution. By achieving coverage under Google Cloud’s BAA, Google Cloud VMware Engine enables healthcare organizations to realize the benefits of cloud computing and stay on track with their HIPAA compliance efforts without additional complexity. This is very relevant in hybrid scenarios, where customers would like to leverage other native cloud services such as analytics and big data processing, without having to enter into multiple BAAs.

Google Cloud VMware Engine offers dedicated, isolated software-defined datacenter environments with fully redundant and dedicated 100 Gbps networking that are suitable for healthcare organizations to run applications storing and processing PHI data. Customers have the ability to encrypt their virtual storage area network (vSAN) using an external key management server. Healthcare customers can run their workloads in a native VMware environment—vSphere, vCenter, vSAN, NSX-T, and HCX—while benefiting from Google Cloud’s highly performant infrastructure to meet the needs of their workloads. Customers can connect their VMware applications to native Google Cloud services such as BigQuery and artificial intelligence (AI) to derive new insights from existing data and quickly make informed decisions. 

Protecting against and mitigating the impact of ransomware attacks is top-of-mind for Healthcare organizations. This requires building a cyber resilience program and back-up strategy to prepare for how users can restore core systems or assets affected by a security (in this case, ransomware) incident. This is a critical function for supporting recovery timelines and lessening the impact of a cyber event so organizations can get back to operating their business.  Google Cloud VMware Engine in combination with Google Cloud first party solutions such as Actifio Go, or partner solutions such as NetApp CVO can provide an efficient way to recover incremental point-in-time backups along with on-demand provisioning of new compute to  recover both data and infrastructure from Ransomware attacks quickly and efficiently. 

Healthcare customers can also use Google Cloud VMware Engine as a disaster recovery (DR) target for their on-premises VMware workloads. Healthcare organizations also need a business continuity plan for their mission critical applications. When a disaster occurs, hospitals need their data protected so they can quickly get back to treating patients. It is a HIPAA requirement that healthcare organizations must be able to recover from a natural disaster. Google Cloud VMware Engine offers a like-for-like cost-effective DR target for these customers. The DR environment can be operated without new training using the same tools as their on-premises deployment. Google Cloud VMware Engine is currently available in 12 regions across the globe including three regions in the US, which means our regional and multi-national customers can take advantage of this service for geographic diversification as well. 

If you are interested in understanding more and taking advantage of Google Cloud VMware Engine, contact your Google sales team now.

For details, see HIPAA compliance on Google Cloud Platform.

Case Study

What Swiggy and You Can Learn From This Company’s Use of ML to Engage Customers

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Just Eat, which is similar to Swiggy, uses Google Cloud's machine learning to power sophisticated consumer recommendations on both its app and website. It enables them to create an “Adventurous Index”, for instance, something we haven't seen in Indian ordering apps.

The app economy has enabled a huge range of unique business models to flourish. One such model is online food ordering and delivery services, in which apps leverage geo-location data to aggregate local food choices and offer personalized options to consumers.

A leading company in this space is Just Eat. Launched in the UK in 2001 with a vision of ‘serving the world’s greatest menu. Brilliantly.’ The company has capitalized on the popularity of online food delivery and grown its presence across 12 markets. 

Just Eat acts as an intermediary between take-out food outlets and hungry customers, giving local restaurants access to a broader base of potential diners, while providing consumers with an easy and secure way to order and pay for food from their favourite restaurants.

Today the company helps 27 million customers find food from more than 112,000 restaurants—everything from homemade Italian pasta, to Chinese noodle bowls, to fish-and-chips. 

Data is the fuel of Just Eat’s rapid growth, but it wasn’t always looked at that way. In its early days, Just Eat struggled with the deluge of information and faced fragmentation across its systems. In fact, the company realized its legacy data vendor wasn’t capable of ingesting 90 percent of the data produced by its food platform. This was incredibly frustrating for Just Eat’s analysts and data scientists, who had to waste time cleaning up sources instead of leveraging the data to create a better user experience. 

Just Eat turned to Google Cloud, and now uses machine learning (ML) to power sophisticated consumer recommendations on both its app and website. It also makes heavy use of features offered by Google Cloud Platform, including BigQuery for running analytics on its customer data set and Cloud Pub/Sub for messaging app users with relevant offers in real-time. 

Having all of Just Eat’s data in one platform has translated into real value for its customers. With Google Cloud tools, Just Eat has created its own proprietary Customer Ontology framework, which today contains 5.5 billion features that better understand consumers’ behavior and food habits, and provides insights into previous visits.

Just Eat recently created an “Adventurous Index” to map its customers according to their ordering habits, enabling them to tailor their marketing and user experiences. For example, mid-adventurous customers are shown a choice of restaurants that serve their most ordered cuisine, while adventurous customers can choose from restaurants that serve a wider variety. This not only has prompted consumers to be more adventurous with their choices, but also has led to more business at a more diverse set of restaurants.

Matt Cresswell, Director of Customer Platforms at Just Eat said that Google Cloud has become integral to its product delivery: “Consumer food choice is a hugely nuanced topic. We know that individuals have their own unique journeys when they use Just Eat. We’ve sought to create a truly one-to-one relationship with every customer. The changes we’ve made to the platform mean they can access the dishes they enjoy at the touch of a fingertip, and find inspiration to discover new dishes they’ll love. We’re grateful to Google Cloud for helping us support our customers on their culinary explorations.”

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ML Models Built on Google Cloud Solutions Help You Virtually Participate in National Muffin Day!

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National Muffin Day is an annual holiday cofounded by two individuals in 2015 for a humanitarian cause of raising money for the homeless by baking muffins. This year, you can participate virtually with a new muffin recipe created using ML! Read more.

If you’re here you’re probably wondering: what on Earth is the connection between muffins and machine learning, and what is National Muffin Day? To understand this, let’s start with National Muffin Day: an annual holiday co-founded by Jacob and his friend Julia Levy in 2015 to bake muffins and raise money for homelessness. National Muffin Day will occur on Sunday, February 20 this year. For more information on how to participate in National Muffin Day (which involves delicious baked goods and donations to people in need), please see the information at the bottom of this post. Last year, a colleague connected Jacob with Sara, who had done several baking projects that used machine learning to generate new recipes. They decided to collaborate for this year’s National Muffin Day, adding a new muffin recipe created with the help of machine learning.

In this post, we’ll explain how Sara used Google Cloud to develop a new muffin recipe, show you how you can participate virtually in National Muffin Day, and of course—share the recipe.

Machine learning for muffins

At its core, machine learning is the process of finding patterns in data and using those patterns to make predictions on new data. After a lot of baking over the past few years, Sara learned that baking is also based on patterns. For example, the ratio of flour, fat, liquid, and sugar that make up a cookie is very different from the ratio of those ingredients for a bread, a pie crust, or a muffin. She used that discovery to create a recipe for a hybrid cake + cookie, and a cake filled with Maltesers. Next up: muffins! 

The first step was figuring out how to translate the task of generating a new muffin recipe into a machine learning task. To solve this, she planned to use numerical data on the amounts of different ingredients in a muffin recipe to train the model. Sara considered two types of models for this task: classification and regression. A classification model would categorize muffin recipes into different muffin types based on their ingredient amounts, and a regression model would do the reverse: take a type of muffin and return the amount of each ingredient needed to make it. She decided to build a regression model, since it would be more fun for the model to return ingredient amounts, rather than tell you which type of muffin recipe you’re already making. 

Implementing this first required identifying a few muffin categories and collecting recipe data. This presented a new challenge, since her previous baking models used categories for distinct baked goods (i.e. cakes, cookies, breads). After scouring through quite a few recipes, Sara discovered that many muffins fall into two types: those that use only traditional ingredients as their base (flour, sugar, butter, milk, etc.), and those that include an alternative ingredient, most commonly a pureed fruit, to make the base (like bananas, applesauce, or pumpkin). Using those two categories, the model would take the type of muffin as input and return the amounts of base ingredients required to make that recipe. Here, the inputs can be any values adding up to 100%:

muffin-model.jpg

The next step in the ML process was collecting recipe data to use for model training and narrowing down the ingredients used to train the model. Sara wanted the model to learn the combination of core ingredients that make up a muffin batter, rather than flavorings and additions like blueberries, vanilla extract, or chocolate chips. These tasty additions could be added after the model helped create the muffin batter. Once she gathered enough recipes, she removed extra ingredients for training purposes and converted ingredients from different recipes into the same unit (grams, milliliters, and teaspoons).

Building a muffin model with Vertex AI

Sara uploaded the muffin ingredient data into BigQuery, and then created a notebook instance in Vertex AI Workbench to analyze the data. With the new Workbench managed instances, you can interactively query BigQuery tables directly from your instance and copy the code to download your data to a notebook as a Pandas DataFrame:

muffin-blog-1.gif

From her notebook instance, Sara experimented with different ML frameworks and model types. She landed on a Scikit-learn regression model to solve this task, and to mimic a real-world production environment, decided to convert this workflow into a ML pipeline. Using the Kubeflow Pipelines SDK, she ran the following on Vertex Pipelines:

pipelines-dag.jpg

The first component reads the ingredient data from BigQuery and converts it into a Pandas DataFrame which is passed to the next pipeline step. In this step, we train a custom Scikit-learn model on the recipe data. Finally, this model is deployed to an endpoint in Vertex AI. To put it all together, Sara built a web app that allowed her to easily generate ingredient amounts for different muffin types. The web app uses the Vertex AI SDK to call the deployed model endpoint and return ingredient amounts.

The recipe

With a deployed recipe generation model, the only thing left to do was test recipes in the kitchen! Because the model only returns ingredient amounts, there were still many key human elements to complete the baking process: adding yummy additions to the core muffin batter, making adjustments to optimize taste, determining the method for adding ingredients, baking time, and more. After testing a few recipes generated by the model, we landed on a favorite which we’re very excited to share with you here.

Berry ML Muffins

muff2.jpg

Makes 12 muffins

Flour 285 grams (2 cups)

Granulated sugar 250 grams (1 cup)

Baking powder 2 teaspoons

Baking soda ¼ teaspoon

Salt ½ teaspoon

Cinnamon ½ teaspoon

Milk 170 ml (⅔ cup), room temperature

Butter 55 grams (¼ cup), melted and slightly cooled

Eggs 1 egg plus 1 egg white, room temperature

Canola or vegetable oil 50 grams (¼ cup)

Sour cream 50 grams (3 tablespoons + ¾ teaspoon), room temperature

Vanilla extract 1 ½ teaspoons

Blueberries or raspberries 240 grams (1 ½ cups)

Coarse sugar, like demerara or turbinado (optional for topping) 1 tablespoon 


  1. Measure your three cold ingredients and allow them to come to room temperature: 1 egg + 1 egg white, sour cream, and milk. 
  2. Preheat the oven to 375 F / 190 C. Line a 12-muffin tin with cupcake liners or lightly grease with baking spray.
  3. In a large bowl, whisk together flour, baking powder, baking soda, salt, and cinnamon. Set aside.
  4. Melt your butter in a medium heat proof bowl, and allow it to cool slightly for a few minutes. Whisk in sugar until combined. Then add egg, oil, and vanilla, milk, and sour cream and whisk until fully incorporated.
  5. Pour the wet ingredients into the dry ingredients, mixing with a spatula until just combined. Be careful not to overmix, it’s ok if there are a few lumps in your batter.
  6. Prepare your fruit. If you can’t decide whether to use blueberries or raspberries, divide your batter into two bowls and do both! Crush half of your fruit and fold it into the batter. Then mix in the remaining whole berries.
  7. Divide the mixture evenly into the muffin tin. Optionally (but extra tasty), sprinkle the tops of each muffin with about ⅛ teaspoon of coarse sugar. Turbinado or demerara sugar work well for this. This will caramelize and add a nice texture to the tops of your muffins.
  8. Bake at 375 for 22 – 24 minutes, or until a toothpick inserted in the center comes out clean. For best results, do a toothpick test in a few muffins since not all ovens have an even temperature throughout. Let the muffins cool in the muffin tin for a few minutes, then transfer to a wire rack to cool completely.
  9. Enjoy!

How can you participate in National Muffin Day?

Participation in National Muffin Day is as easy as 1-2-3!

  1. On February 20, Bake Muffins. It’s time to dust those muffin tins, grab your blueberries, chocolate chips, rhubarb, and favorite ingredients, and create some magical scrumdiddlyumptiousness! If you want to join Jacob in a virtual baking party, you can register here.
  2. Then, Give. In non-pandemic years, we asked our bakers to personally hand muffins to hungry folks in their cities. While this is a valuable and rewarding experience, the current state of Covid means this practice is still unsafe, so we request that you refrain from doing this. Instead, if it feels safe, we encourage you to take your delicious baked goods and donate them to local homeless shelters, which can distribute them to those in need. Alternatively, you can share your muffins with friends and families and then make a donation to an organization that benefits people experiencing homelessness, like the ones listed below in step 3.
  3. Share Your Muffin Pics on Social Media. We’d love to see your muffins!  Share your pictures on Twitter or Instagram with the hashtags #givemuffins, or share them to our official Facebook Event page. For each individual baker who participates, we will make donations to Project Homeless Connect, which provides much needed resources to people experiencing homelessness in San Francisco, Family promise, which supports unhoused families nationwide, and Pine Street Inn which provides resources for people experiencing homelessness in Boston. Donations will be on a per-baker basis (with up to $80 donated per baker!), so please feel free to loop in your significant others, kids, nieces and nephews, roommates, friends, and anybody else with a giving spirit who loves deliciousness!

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