In serving constituents, government agencies need to focus on the needs of both the citizen and the agency. Today’s technologies make it possible to streamline and automate citizen-facing processes for the benefit of both.
This paper explores the five key questions that agencies exploring the use of technology to manage citizen relationships should consider:
1. Are we able to expand the use of automated channels to reduce costs while also driving citizen satisfaction?
2. Are we able to shape the right citizen experience across all channels?
3. How can we blend people and technology to create more effective interfaces?
4. How can we use technology to support real-time, front-line decision making?
5. Are we using automation to serve citizens more proactively and deliver high-quality, professional service in line with our mission?
Download this paper to learn how Convergys can help you improve citizen service while lowering costs. Learn from real-world case studies, including details on how Convergys helped one large federal agency transform its customer care operations in just two months; results included a 20% increase in the number of calls that stay in automated channels and a significant increase in citizen satisfaction scores.
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