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Modern Government

Guest blog by David Turcotte, Global Industry Director, Public Sector, Microsoft. The initial publish from September 26, 2016 are available here..


Make a world where citizens are totally pleased with their government – everything works, no complaints, individuals are happy. Okay, now to reality. We may not be to “completely satisfied” yet, but the good thing is, many governments all over the world are trying to find methods to better serve their citizens along with a wave of digital transformation is enabling them to do this.

Public agencies take cues in the private sector to enhance existing types of communication and integrate internet-new communication channels making it simpler for citizens to interact using their municipality. In some instances, they’re discovering that significant results is possible by simple process enhancements. Other changes require significant modernization of systems and infrastructure.

The key factor would be to recognize the requirement for change, as even minor enhancements can produce a huge difference with regards to customer support. Let’s take a look at four points governments should think about because they turn to evolve their customer support approach using technology:

Lots of people still get the telephone – phones handle around 68% of contact center communications (Answering Services Company Assistant)

Although technology might be progressing quickly and new self-service communications channels are increasing in recognition, many people still default towards the phone once they need assistance. But never be fooled—resorting towards the phone doesn’t mean citizens benefit from the experience. Actually, 75% of consumers accept is as true takes too lengthy to achieve an active agent (Harris Interactive), as well as in 2010, 67% stated they’d stuck on the service agency because of the frustration of not speaking to some real person (Consumer G02i Option A2Reports Survey, 2011). People use phones once they actually need help, however they expect that it is a frustrating experience.  Private sector firms will work difficult to enhance the phone-based service experience – governments have to do exactly the same.

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Sales departments are costly – The typical answering services company can realize $276,000 in annual operational savings from the 1% improvement in first call response (SQM Group)

Probably the most impactful switch to communication previously couple of years has resulted in the rise of mobile an internet-based customer services. Today, people anticipate getting questions clarified anytime, anywhere. To higher meet altering customer expectations, government services have to engage citizens through a number of communication channels (SMS, email, chat, social networking, etc.), and let citizens to achieve out anytime. Giving citizens options, including self-service tools, provides more versatility, results in greater satisfaction, to cause considerable financial savings.

Internet of products (IoT) technology promises major gains – citizen experience advantages of IoT are worth $412B through 2023 (‘cisco’)

In a perfect world, citizens wouldn’t want to use the telephone or other funnel to speak a good issue they find. With IoT technologies, this ideal world is just around the corner. Suppose a town leverages IoT technology to watch roads for potholes. Rather of awaiting reports from citizens or city employees, the town receives a computerized alert whenever a pothole is detected. This way they are able to schedule repairs considerably faster. If your citizen finds the pothole and reports it, they’re amazed to understand the city has already been aware and it has scheduled a crew to repair it. When public infrastructure and equipment can self-report issues using IoT communications methods, citizens’ encounters using their governments will in the end improve.

How will you use technology to evolve your personal customer support strategy?

Creating a custom means to fix improve engagement together with your citizens could be time-consuming and pricey. AvePoint Citizen Services, built on Microsoft Cloud technology, provides public agencies an answer that fits their demands without resorting to custom development. The answer provides a centralized portal in which the public can certainly submit service demands or queries everywhere, anytime, as well as on any device. Additionally, it integrates with IoT devices to get instantly generated outage reports, meaning repairs could be requested before anybody even notices that they’re needed.

For instance, if your streetlight has gone out, a citizen has multiple choices to report the outage – they are able to call their government service center, connect to the government service center application on their own phone, or report the outage by being able to access an internet site using a computer or tablet.  When the streetlight is IoT-enabled, the outage is going to be instantly reported somewhere. The service request results in a centralized portal and it is instantly triaged and routed towards the appropriate department. By minimizing manual processes that drain some time and sources, AvePoint Citizen Services improves response time, service quality and, most significantly, citizen satisfaction.


Discover more about AvePoint Citizen Services around the AppSource marketplace.  Whatever your objectives are suitable for your customer support department, new technology will help you achieve them.  Financial savings, citizen satisfaction, and public safety all can take advantage of changes to current customer support strategies.  Find the correct solution for the city and obtain began today!

Come talk to us and AvePoint, a Microsoft partner helping governments use IoT to dramatically improve plan to citizens via their Citizen Services solution, in the Smart Metropolitan areas Expo. Microsoft and AvePoint is going to be attending the expo in Barcelona, The country from November 15th – 17th.

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Built on Microsoft Cloud technology, AvePoint Citizen Services modernizes incident and situation management to higher serve the ingredients you support.

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