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.
Public sector organizations face all the customer services challenges of commercial organizations, but with additional layers of complexity. Inquiries can be wider ranging and more complex, and the consequences of inaccurate information more serious.
Public sector organisations are increasingly turning to contact centres and ‘one-stop shops’ as a means of providing greater access to information and services.
Public sector organisations face challenges in overcoming ‘silos’ of expertise and ensuring that citizens are put in contact with all relevant parts of the organisation.
Public sector organisations may need to undertake complex entitlement or assessment processes.
Public sector organisations need to be able to offer greater access to information through email, web self help, etc.