Don’t Just Upgrade, Transform!

Improve your citizen’s user experience whilst at the same time improve your back-office efficiency

What if you could improve citizens’ user experience while improving back-office efficiency?

We’ve been in the local government business for over 20 years and consider ourselves fortunate to have a thriving and growing customer base across the globe. 3 years ago, we made some important changes to the business that resulted in important new customers joining us.

Organizations such as City of Edinburgh, City of Barrie, City of Markham and New Orleans Sewerage and Water Board. And existing customers such as Hertfordshire County Council, Moray Council, Newcastle City Council, Home Office, Brisbane City Council, City and County of San Francisco and the City of San Antonio have upgraded their existing solutions to deliver truly world-class and award-winning customer service strategies. We put these changes down to People, Solution and Community.

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The People, Solution and Community

The People
We created a dedicated global business unit focused solely on our local government solution and the success of the organizations that use it. This business unit is fully responsible for product development, implementation and cloud services and support, giving it the control and flexibility to do what is best for our customers.

The Solution
We’ve made substantial investments in the solution including a new thin client agent desktop, brand new customer portal and forms capabilities and more recently a brand new integration capability. To say that the product has changed would be an understatement – you may not even recognize it. But, we have retained all the things that are important to our global customer base so that upgrades are not complicated and new capabilities can be exploited when ready.

The Community
One thing that makes local government different from other industries is the willingness to share experiences, best practices and configurations. Our online community ( helps our customers get the maximum benefit from this openness. As an existing Verint customer, if you do nothing else after reading this document, make sure you join the EM Professional group within the community.

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How could your customer service be transformed for your residents, front office and back-office departments?

Simplify the Intake Process

Intelligent forms:

  • Reduce the risk of misclassification for both agents and customers
  • Are both diagnostic and documentary, providing an audit of the customer or agent journey even when a case is not raised
  • Simplify the configuration of the solution by reducing the reliance on scripting
  • Work both online (desktop and mobile) for customers and internally for employees reducing upfront and ongoing maintenance of the solution as well as empowering agents to better serve online customers looking for help
  • Enable integrations such as property searches, integrated GIS maps payment integrations
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Modernize the User Experience

For citizens, agents, back office departments and executives by:

  • Providing citizens with mobile access to information and services
  • Providing citizens with access to information in their preferred language
  • Providing citizens with access to open data
  • Putting analytics into the palm of executives’ hands
  • Providing actionable visual reports for operational managers
  • Providing agents with a modern browser-based user client
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Automate to deliver efficiencies

Process Management:

  • Automates end-to-end fulfillment of service requests whether raised by customers online or by agents
  • Creating corresponding work order(s) in the back-office systems and enabling progress updates to be fed back to the customer as the service request is fulfilled via email notification and online
  • Enables integration with or without middleware
  • Configurable by technical users using widely available skills
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Featured Resources