of web and telephony systems are not integrated which result in fragmented customer experiences
more trust earned from citizens when they are satisfied by the customer service offered by a government agency
more citizen interaction is conducted online when the citizen finds the customer service satisfying
Government and public sector organizations around the world are looking to make information more readily available to citizens, to make sure that citizens can understand their rights and responsibilities and that inquires can be escalated to the appropriate department or group. The web is accelerating the need for change and citizen’s expectations of service.
These government and public sector agencies face all the customer service challenges of the private sectors, but with additional layers of complexity. Inquiries can be wider ranging and more complex, and the consequences of inaccurate information more serious.
Federal governments and public sector organizations are increasingly turning to contact centers and “one-stop shops” as a means of providing greater access to information and services.
Government sector organizations face challenges in overcoming silos of expertise and ensuring that citizens are put in contact with all relevant parts of the organization.
Public sector agencies may need to undertake complex entitlement or assessment processes.
A significant portion of any government’s customer service volume is over digital channels now. Government agencies need to be able to offer greater access to information through citizens’ channels of choice—email, web self-service, live chat, etc.
This US federal agency had to modernize its customer service organization, improve citizen experiences across touchpoints, fast track issue resolution and benefit claims, and yet somehow contain costs. This they managed with the help of eGain’s knowledge-guided customer engagement solutions. The project’s Lead Business Owner says about the implementation, “This is a phenomenal success.”