Governments are now adopting customer interaction technologies that enable their customers to deal with them more simply, more efficiently, in a manner that encourages compliance and generates goodwill.
Overview
As with any other business vertical, governments worldwide face their own peculiar sets of challenges. Historically, governments have never viewed their citizens as their ‘customers’. This shift in ideology is the first huge step that governments have taken. Governments are now adopting customer interaction technologies that enable their customers to deal with them more simply, more efficiently, and most of all, in a manner that encourages compliance and generates goodwill. Given the nature of government and its all pervasive character, it is really several ‘business verticals’ rolled into one, making its task all the more difficult.
Challenges
Business Challenges
- E-governance as an enabler
- Differentiated customer service
Technological Challenges
- Enabling remote transaction
Operational Challenges
- Minimizing time
- Information dissemination
Offerings
Here is a sprinkling of some of the major offerings Servion has to offer for the vertical
⇢ SELF-SERVICE SOLUTIONS
Facilities that can be configured are general information, help desk, teletax (income and service tax), citizen’s complaint/information cell, passport status and many more.
⇢ INBOUND INTERACTION MANAGEMENT SOLUTIONS
Servion has developed a complete solution that will support multiple communication channels to enable citizens to communicate with its public bodies irrespective of the mode.
⇢ OUTBOUND INTERACTION MANAGEMENT SOLUTIONS
Agents use outbound solutions for interactions to help the public bodies remind citizens about payments, provide statutory and service related information and other regulatory and commercial information.
⇢ AGENT PRODUCTIVITY - COMPUTER TELEPHONY INTEGRATION (CTI)
Features of CTI include screen pops with customer information such as Identification details, previous bill payments, address details and related government programs.
⇢ WORKFORCE MANAGEMENT
These solutions enable flexible and efficient staffing to manage peak hours.
