Consumers are citizens and vice versa, right?
So why would any organization – whether in the private or public sector – choose to communicate with them in different ways?
After all, buying a product or service from a commercial entity is just as ubiquitous to us all as interacting with our local authority or governmental agency.
The reality is that we want the same communicative experience: easy, efficient, slick, satisfying.
Platforms, portals, apps – they are all helping to transform the way in which government organisations engage with those they serve.
And, for Value Added Resellers, Managed Service Providers and System Integrators, that means the level of opportunity in the public sector vertical has never been higher.
Pick the right vendor partner, and there is the basis upon which to capitalize.
“Before the pandemic, many countries had already begun to put in place digital technology to enable citizens to access public services effectively, inclusively and accountably – then, suddenly, the acceleration was dramatic,” says Jacques Der-Ohanian, Senior Director, Head of Communications for Vertical Solutions at Alcatel-Lucent Enterprise, whose smart RainbowTM communication and collaboration solution provided an interesting answer to an unprecedented problem.
“Almost overnight, there was a requirement for mobility and remote solutions to be deployed to address continuity of services for schools, administrations and even healthcare. That has meant significant evolution for both the citizen and the public agent.”
ALE’s Rainbow solution provides modern collaboration functionality such as chat, video conferencing, presence information, and screen and file sharing – all accessed quickly and easily, and fully-compliant with General Data Protection Regulation (GDPR).
It recently transformed local government agent operations and citizen engagement in Herrenberg, Germany.
Chosen because of its fast implementation, user acceptance, and compliance with the General Data Protection Regulation (GDPR), the solution has provided agents with the ability to communicate and collaborate from anywhere and provided videoconferencing services in meeting rooms
It also integrates with the Herrenberg city website for click-to-call and click-to-chat communications, improving citizen satisfaction with barrier-free communication and short response times.
“Rainbow improved employee satisfaction with simple, efficient collaboration and prompt processing of citizen inquiries, minimising escalation and dissatisfaction,” says Der-Ohanian.
“Consequently, productivity increased significantly.”
Similarly, a specialist insurance company for the elderly also benefited from Rainbow; reducing the need for its agents to travel across regions for face-to-face meetings with its customers, thus supporting its efforts to reduce its greenhouse gas emissions.
The acceleration of digital technology provides many other opportunities where Rainbow is able to increase efficiency for public sector services. For example, a city application which gives citizens the ability to alert local authorities to issues in their environment such as a water leak, a hole on the street, or even the smell of gas.
Citizens can transfer photos or video while communicating with an agent, and information can be verified with the support of connected objects such as CCTV.
“With Rainbow we can connect everything – people, objects, or applications that can analyse IoT data, photos or videos and help agent decisions with situation analysis,” says Der-Ohanian.
“We are able to integrate with a control centre to manage emergency communications, whether initiated by a citizen, application or a connected object; and we provide all the APIs to support the management of recording services within those applications. This avoids the change of context when an agent is managing an emergency and needs to create a collaboration space, for example. And we can enable real-time visual collaboration between an on-site technician in the control centre and the expert back at base; increasing first visit resolution rates with the added functionality of a wearable connected watch or bracelet recording verbal reports; significantly improving productivity.”
With the increasing need for government-citizen communication and interaction, it’s clear that the ability for all of us to do so as easily and effectively as we do with our private sector connections is increasingly crucial.
That sounds like power to the people..!
from UC Today https://ift.tt/1co0qpO
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