Citizen Service in a Digital-First World
Simplify, modernize and automate citizen engagement and transform your service delivery with Verint solutions designed specifically for government
Citizen-Centric Service
Let’s face it: Governments must offer their citizens many different and complex services, and it’s hard to deliver them efficiently.
More and more, government citizen service centers are relying on digital channels to help make a huge number of services as accessible and efficient as possible.
While digital channels are important to your citizen engagement strategy – and you may even be taking a digital first approach to service delivery – it is also possible that they are not fully delivering the benefits you expected. Perhaps that’s because these services have not been designed from the citizen’s perspective.
Verint can help you simplify, modernize and automate your services.
How can we simplify citizen services?
Government digital services need solutions that are open, easy to deploy, simple to use, and help reduce complexity. They also need solutions that connect and share data with other systems used to deliver customer-facing services.
Your government service center probably offers ten or twenty times as many services and processes as the average commercial organization.
With so many services to provide, it’s little wonder that many customers get confused, can’t find what they want, or use the wrong service when they try to access them online. Many will give up trying and call your contact center, creating additional work for what is essentially a straightforward request.
Even your own employees can be frustrated when tracking down a service, form or process that they know is there—but don’t seem able to pin down.
Game-changer: Simple, fast, and reliable search.
Verint’s Customer Portal and Knowledge Management capabilities can do just that, making it simple to tailor the user experience – for citizens and employees alike.
We can make finding and accessing services as intuitive to use as popular commercial services, adapting to how citizens think of your services and accessible on their devices of choice.
It’s straightforward to automate the end-to-end fulfilment of service requests. Citizens can track the progress of their cases online to help reduce the volume of follow-up calls.
Can we modernize citizen services?
Make your services work the way you know they can. If services are easy to find and easy to use, more citizens will self-serve.
This gives your employees the space to deal with cases that require their special knowledge and expertise.
So why not provide a truly modern portal that doesn’t rely on long menus of service choices – but can instead offer up exactly what the citizen requires based on a simple search term?
And why not encourage greater engagement by supporting the messaging platforms that citizens are already using?
Of course, some citizens will always need assistance.
But what if your service processes can be delivered across channels – mobile web, desktop browser, employee desktop? What if your staff can start new cases, or pick up existing ones, when the citizen has already done some of the work but needs help to finish it?
Verint’s customer portal capabilities feature integrated forms and process management functionality to help make it easy to design new citizen service processes and data collection forms. These are then deployed once but are accessible across many different channels.
Citizens and employees can see different presentations and options, but the process remains the same – whether the citizen is self-serving online or being assisted by a contact center representative.
Trust Verint to help modernize your services for the future.
Want a smooth transition to the cloud? Automated upgrades, security testing, resilience and backup and restore are all part of the Verint Cloud.
Need to integrate citizen services to back-office fulfillment systems? Our open platform approach makes it easy.
Want intelligence and insight to support strategic decision making? A pre-built data model and reports for Microsoft Power BI® can put analytics in your hands, helping you drive continuous improvement and service quality.
How do we automate processes?
Get serious about automation.
If you can optimize your citizen service processes – for online access and efficient processing – you can also think about automating some of them completely.
Verint’s automation and artificial intelligence (AI) capabilities can help you reduce the cost and errors associated with manual work—as well as enhance customer experiences to be faster, personalized, and more enjoyable.
If processes can be fully automated, it will eliminate the need for unnecessary manual steps. Reducing workload and processing time.
How does that work?
Verint provides capabilities that can give you a simple, intuitive way to build automated rules and workflows—and eliminate manual tasks through integration to external back-office systems
Service requests – initiated by the citizen or an employee – can be automated through to fulfilment and completion without the need for any additional intermediate processing.
Re-processing and re-keying in the “middle office” can become a thing of the past. Workloads are reduced and processing time streamlined. And your citizens and employees can benefit from faster, more helpful and cost-effective interactions – delivering the benefits you are looking for.