Part 2: Rethinking efficiency and proximity to citizens:
Public sector & digital transformation
After highlighting the seamless integration of all communication channels using the example of an energy customer in the first part of our "Evolution of the customer journey" series, we are now turning our attention to an equally exciting topic: the public sector.
Today’s citizens expect public services to be accessible quickly, easily and everywhere. The ability to effectively manage a high number of requests plays a decisive role in this. Good and efficient solutions are both a cost saving and a marketing measure for public institutions, because well-serviced citizens feel comfortable and also pass on particularly positive experiences.
Find out in this article how digital innovations are transforming the public sector and enabling a smooth, efficient service that meets the needs of citizens while reducing the workload for employees.
In good hands: This is what citizen service looks like today
In the public sector, the automation of routine tasks and intelligent routing of citizens’ inquiries saves a great deal of time. By automatically processing simple requests and forwarding more complex ones directly to the right person, processing time is significantly reduced. For citizens, this means faster responses and for employees, it relieves them of monotonous tasks, allowing them to focus on more important matters.
Digital systems in the public sector ensure clear and comprehensible communication with citizens. The ability to track requests and their processing status online means that citizens always know where their request stands. This strengthens trust in public services and improves understanding of processing times.
The ability to efficiently process thousands of citizen requests every day is crucial to avoid backlogs and ensure a timely service. Modern IT solutions enable public institutions to function smoothly, even at peak times, and therefore meet the needs of every citizen.
Thanks to the analysis of data and the use of AI, public services can be tailored to the needs and preferences of citizens. From personalized notifications to tailored service offers, this personal approach also makes citizens feel better understood and cared for.
Practical example:
Digital innovation in the public sector
At a time when digitalization is the backbone of modern government, a municipality is taking on the challenge of providing both an outstanding service experience for its residents and a motivating work environment for its employees. This leads to the implementation of advanced technologies and solutions from LinkThat that ensure an evolution of the customer journey.
Annette moves to a big city and wants to fulfill her dream of opening her own café. To do so, she contacts the relevant public authority to clarify all the necessary points for registering her business. Annette uses the authority’s online portal to start her business registration and experiences the benefits of digital transformation in the process.
Fast and clear communication thanks to SHIFT
Annette makes her first inquiry via the online portal and receives immediate answers thanks to the intelligent chatbot SHIFT. Thanks to its specific training, SHIFT can process the authorities’ inquiries efficiently and guides Annette unerringly through the first steps. However, when she has a more extensive question, SHIFT suggests she get a callback from an employee for a consultation. Annette, who has to catch her train, sees this as the perfect solution.
Personal support without waiting time through the CUBE
SHIFT saves the information from the chat with Annette and directly books an appointment for a callback. Seamless integration with the CTI solution LinkThat CUBE simplifies the process. The employee Ms. Schmidt receives a notification in the CRM and gets an overview of Annette’s request based on the available information.
A short time later, while Annette is sitting on the train, she receives the expected call. The responsible employee, Ms. Schmidt, can immediately follow up on the chat and respond to Annette’s extensive questions.
Real-time call support through ECCO
Annette receives all the information and answers to her questions about setting up a business from Ms. Schmidt. Ms. Schmidt uses LinkThat ECCO, which supports conversations with AI and keyword spotting.
When the keywords for the necessary forms and documents for Annette’s application are mentioned, ECCO immediately suggests these as an e-mail attachment. After all questions have been answered in the conversation, Ms. Schmidt forwards all documents. Annette immediately receives all the documents she needs for her application by e-mail.
Efficient handling of the request
Annette has received all the information and answers she needs. The conversation with Ms. Schmidt not only left her with the impression that her concerns are being taken seriously, but also that she is welcome in this city. Thanks to the use of SHIFT, CUBE and ECCO her request was answered efficiently, quickly and personally. In the next step, she only has to upload the completed documents to the city’s online portal and digitally sign her request.
Annette’s positive experience contributes to a positive image of the city and the authorities.
Evolution of the customer journey:
Digitalization as a benefit in the public sector
Annette’s experience underlines the importance of digital transformation in the public sector not only for the efficiency of administrative work, but also for city marketing and the attractiveness of the city as a place to live and do business.
The key elements – fast, clear communication, personalized service with no waiting time, and the creation of a positive and welcoming atmosphere – are exemplary of the opportunities opened up by digitalization in the public sector. This customer experience also illustrates that behind the technology is always the human being, both in the role of the citizen seeking efficient and friendly services and as an employee working in a motivating environment.
Do you have any further questions? We are happy to help.
In part 3 of our series “Evolution of the customer journey”, we turn our attention to another fascinating area: e-commerce. We show how digital solutions are not only revolutionizing the customer experience, but also opening up new business opportunities and transforming retail.