For years, the private sector has outpaced government institutions when it comes to delivering modern digital support experiences.
Enterprises have embraced tools like visual engagement, cobrowsing, and AI-powered guidance to reduce user friction.
Meanwhile, public sector agencies – often bound by complex procurement processes, stringent compliance standards, and legacy infrastructure – have struggled to keep up.
That gap isn’t about ambition; it’s about access.
As Zac Scalzi, Director of Sales at Cobrowse, puts it:
“Public sector organizations know exactly what their constituents expect: fast, secure, and intuitive support on web and mobile channels.
“What’s held them back isn’t a lack of vision; it’s the complexity of procurement and the compliance hurdles they face at every turn.”
However, this dynamic is starting to shift, with vendors like Cobrowse helping to equip the public sector for the modern customer service space.
Indeed, the company recently announced a new strategic partnership with Carahsoft, a leading IT solutions distributor and government-trusted provider.
The collaboration is designed to make next-generation cobrowsing and digital support capabilities more accessible to U.S. federal, state, and local government agencies, as well as education and healthcare institutions.
The partnership also aims to bring modern cobrowsing technology directly into the procurement frameworks that agencies already trust – bridging a gap that has existed for years.
Procurement Roadblocks and the Innovation Gap
In the main, public sector agencies have managed, or at least attempted to, keep pace with rising customer expectations.
This means that citizens, patients, and students are accustomed to the slick, seamless support experiences they receive from their banks, telecom providers, and retail platforms. So, when they interact with government services, they expect the same.
Yet, while the demand is clear, delivering those experiences has historically been difficult.
“Even when an agency finds a solution that meets their technical needs, it can take months, or even longer, just to clear the procurement and security review process,” Scalzi explains.
“That delay doesn’t just impact IT teams; it impacts end users who are left waiting for better experiences.”
Several factors contribute to this challenge:
- Many vendors lack the certifications and contract vehicles needed to be procured by public sector agencies.
- Security and IT teams – responsible for protecting sensitive citizen, student, or patient data – are rightly cautious.
- Tools that aren’t pre-vetted or listed on government catalogs often require lengthy due diligence before deployment.
These hurdles have left many agencies reliant on outdated support channels, forcing users to navigate complex portals and applications with little real-time assistance.
“When digital journeys become too complicated, users don’t just get frustrated, they abandon them,” Scalzi notes.
“For critical services like healthcare enrollment or student applications, that’s not acceptable.
Carahsoft + Cobrowse = Security, Compliance, and Speed
The new partnership between Cobrowse and Carahsoft directly addresses those procurement barriers.
Carahsoft is a well-established partner to U.S. government and public sector organizations, offering pre-approved contract vehicles like GSA, SEWP, and NASPO.
By aligning with Carahsoft, Cobrowse’s technology can now be acquired through these trusted frameworks, dramatically reducing procurement friction.
Scalzi explains how Carahsoft “gives agencies the confidence that they’re working within compliance-ready frameworks.
“We’re meeting them where they are, inside the procurement and security structures they already use,” he said.
Of course, availability is only half of the equation.
Public sector organizations also require technology that meets strict security and compliance standards.
Cobrowse was designed with these priorities at its core. Key features include:
- DOM-based cobrowsing, rather than traditional screen sharing, so only the web or mobile interface is shared – not the user’s entire screen.
- Data masking and redaction, ensuring that sensitive fields such as personal health information or student IDs remain invisible to agents.
- Self-hosted deployment options, giving agencies control over where data is processed.
- Audit logging and retention controls, enabling traceable, compliant interactions.
- Accessibility compliance (WCAG / ADA), ensuring every user can access support.
This combination of features allows agencies to modernize their support channels without compromising on their strict security or compliance requirements.
Real Outcomes for Agencies and Customers
For public sector leaders, the benefits of this partnership are both operational and human.
Faster procurement cycles mean agencies can deploy modern support tools more quickly. Lowered security risks provide assurance to compliance teams. And the result is improved digital experiences for the people who rely on these services every day.
“With this partnership, agencies don’t have to choose between modernization and compliance,” Scalzi emphasizes.
“They can give their support teams the tools they need to guide users through complex processes in real time.”
For example, a state health department could use cobrowsing to assist patients navigating insurance portals, or a school district could support teachers and students with digital learning platforms.
Instead of long email chains or confusing phone calls, agents can guide users visually through each step.
Enabling Modernization Mandates
Many public sector agencies already have digital modernization mandates in place, which focus on improving accessibility, reducing friction, and increasing citizen satisfaction. But mandates require practical solutions to become a reality.
Scalzi says that he views Cobrowse “as an enabler.
“Public sector organizations have the strategy, Carahsoft has the procurement infrastructure, Cobrowse provides the technology; together, we’re accelerating modernization.”
This alignment reflects a broader industry trend.
As government agencies continue to digitize services, cobrowsing and visual assistance tools are increasingly viewed not as optional enhancements, but as essential components of an accessible digital service stack.
Looking Ahead
The Cobrowse–Carahsoft partnership is more than a procurement shortcut. It’s a catalyst for change in how government, healthcare, and education organizations deliver digital experiences.
In the coming months, the two companies plan to roll out training programs, support resources, and pilot projects to help agencies realize quick wins in support time reduction, error resolution, and user satisfaction.
“Modernizing digital support isn’t just about technology,” Scalzi concludes.
“It’s about delivering experiences that are secure, compliant, and human, so that every citizen, patient, or student can get the help they need, when they need it.”
For public sector agencies, the modernization frontier just moved closer. For the people they serve, the experience is about to get a lot smoother.
You can find out more about how Cobrowse’s technology is being deployed within the contact center space by checking out this article.
You can also discover the company’s full suite of services and solutions by visiting the website today.
