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Innovation and Agile Digital Services for Civic and Social Impact
Pollinate Solutions scopes and builds more
efficient and user-friendly government and social services.
Our Services
Pollinate Solutions is an innovation and agile digital service firm with expertise in user research, human-centered design, content strategy, and software development, including call centers and genAI tools. NAICS Codes: 541330, 541490, 541511, 541512, 541611, 541618, 541519, 541690, 541720, 541990, 561422, 611430
01
Discovery
Discovery is a process that allows us to assess and take stock of the status quo, identify what is and isn’t working with diverse stakeholders, and develop high-impact ideas.
When to do this: You want to increase your impact, but you don’t know exactly what to do and when to do it. We can help uncover the problems, generate solutions, and build stakeholder consensus.
What you’ll get out of it: Problem statements and prioritization of potential solutions based on effort impact.
03
Agile Program Design
Agile program design is an approach that ensures quick wins for your users and organization, and enables access to data to gain constant insights on how to improve and better leverage further investments in that program.
When to do this: You have a big idea for how to solve something but want to start driving change today.
What you’ll get out of this: A program roadmap and coaching on implementing an iterative program.
05
Digital Transformation
We do agile software development and have expertise working within government environments to improve existing systems or build anew. We've worked on a large range of digital tools, such as:
- Benefit Wizards
- Chatbots
- CMS
- Data Sharing
- Digital Transformation
- Form improvements
- genAI tools
- Live chats
- Permit moderation
- One-stops
02
Research, Design, and Content
You have a valuable service, but you want to make it even better. We can help by improving the user experience with design solutions, or user-friendly copy that meets a 6th grade reading level.
When to do this: You want to refine something in flight, turn wonky laws or programs into digestible plain English copy, or you want to make an experience more intuitive and easier to access throughout the life of a project.
What you’ll get out of it: New designs, copy, or user insights for your programs that will increase usability and access.
04
GenAI Tools
GenAI is a tool that can improve your team’s efficiency and impact, giving them more time to focus on their highest and best use.
When to do this: You have or want to identify a laborious or repetitive tasks to automate, while still ensuring oversight by staff on deliverables.
What you’ll get out of it: A customized tool for leveraging genAI to support your needs, guidance on privacy and equity while using genAI.
06
Call Center Modernization
Our Warm Callback algorithm places live callers in queue within a minute of an agent being available, resulting in agencies maintaining the total number of residents they serve each day while reducing wait times and cost by 40-60%. Our initiatives have saved New Jersey millions of dollars each year by reducing wait times, increasing call resolution rates by 50%, increasing call handle capacity by 9%, and enabling agencies to effectively manage over 5.5 million calls annually.
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Call Center Modernization
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AWS Connect Customization
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Warm Callback Implementation
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AI-Driven Self-Service Platforms
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Multi-Agency Live Chat Solutions
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User-Centric Design and CX Optimization
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Data Analysis and Performance Tracking
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Strategic Cost Reduction Initiatives
Why Pollinate?
Real change starts now.
Pollinate has over 15 years of local, state, and federal government experience. We believe in human-centered, iterative, and agile product development and have built genAI tools in government settings. Pollinate delivers results, to name a few: We’ve built a state business portal with over 2 million annual visitors and drove a 40-60% decrease in call center costs and resident wait time. We’re data-driven, interdisciplinary, and committed to diversity.
Experience
Projects we've lead
Memorials for the Future,
Washington D.C.
In partnership with the National Capital Planning Commission and the National Park Service, re-imagined the future of the United States memorials, to allow for more flexible, affordable and adaptive memorials–one that responds to emerging narratives around memorial figures. Our team led the competition, supported the development of ideas, and created recommendations to inform national memorial policy.
Leadership
We are user experience gurus, technoligists, social workers and policy wonks driving impact at scale.
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Jessica Lax
Principal/ Co-Founder
Joe DeLaTorre
Principal/ Co-Founder
Jessica is the founder of Pollinate Solutions, and has over a decade of experience designing and implementing innovative and equity-driven projects for public, non-profit, and private sectors globally. She's led initiatives with dozens of organizations, including New York City, the New Jersey Office Of Innovation, the National Park Service, and the City of Miami on issues from climate change to memorials to criminal justice. Jessica has powered numerous first-ever programs, including New Jersey's first one-stop-shop for businesses, NYC's first vacant lot activation program, low-income entrepreneurship incubator and Queen's bicycle network. She led the RFP for the City's new litter basket and North Miami's vacant lot master plan, among numerous other efforts worldwide. Her projects received a Design For Social Good award from Fast Company twice, and have been acknowledged in numerous publications.
Joe DeLaTorre is a technology and policy leader dedicated to modernizing government services and enhancing public access through advanced digital solutions. As the co-founder of Pollinate Solutions, Joe brings years of experience in government technology, with a focus on human-centered design and innovation in public service delivery. Most notably, Joe led the modernization of New Jersey’s contact centers as part of his work with the New Jersey Office of Innovation. Under his leadership, the state launched initiatives to streamline public access to critical information, including the first multi-agency live chat service, innovative Generative AI integrations, and a comprehensive self-service platform—each designed to ensure seamless support for New Jersey residents.
This project has saved the state millions of dollars while dramatically improving the customer service experience across multiple high-traffic call centers, including those for unemployment insurance, taxation, and Family Leave support. Joe’s impact extends to deploying no-code front-end tools for faster, resident-centric solutions, particularly during the critical times of the COVID-19 pandemic. These efforts set new standards for collaborative service delivery, positioning New Jersey as a leader in responsive, digitally enhanced government interaction. Through Pollinate Solutions, Joe continues to redefine public sector engagement, working with government partners to integrate technology and policy for better, more inclusive government services and benefits.