St Albans
Northgate Public Services
G-Cloud 10 Supplier Status

Citizen expectations are continually evolving. With instant access to the information they need in all other walks of life, citizens expect similar service levels from public sector bodies. Due to many inquiries in this sector requiring the exchange of private information, communications are often more complex and time consuming. Citizens quickly become dissatisfied when service is slow, inconsistent, impersonal, and insufficient for their requirements. Failure to meet these expectations can lead to widespread and disruptive citizen frustration.

“With each new successful deployment, we find a new use for storm®, and as the platform adapts to stay ahead of the market we’re excited to see what the future holds”

Head of Customer Service and Service Management, Northgate Public Services

Engage with Citizens Wherever, Whenever, and on Whatever

CHALLENGE

With time restricted issues such as tax, parking fines, and living situations, citizens expect public sector bodies, whether local or central government, to be contactable at any time and through any channel. With constant connection to digital and social media channels through data roaming and Wi-Fi enabled devices, citizens want to choose the contact channel and time of engagement that fits around their busy lives.

SOLUTION

Relationships with citizens can be optimized across any channel by utilizing a comprehensive information management system. Through integrating all systems to create a cloud-based multi-channel Citizen Engagement Hub, agents are provided with everything they need to ensure citizens receive an efficient and personalized service. By ensuring your organization is constantly connected to all the possible channels that citizens would use to make contact, you can ensure maximum engagement and customer satisfaction, while causing minimal disruption to their everyday lives.

PRODUCT

Omni-Channel Contact Center

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Effectively Manage Citizen Journeys and Optimize their Experience

CHALLENGE

When citizens contact a public sector body, it is often relating to an issue or complaint about a service. With already frustrated citizens, organizations must provide an efficient and pleasant experience by ensuring citizens are not passed between agents or forced to repeat information multiple times, in order to avoid further anger. If callers have called in multiple times for the same issue, then this needs to be flagged to an agent so that this is dealt with accordingly.

SOLUTION

Agents must be provided with the tools to understand caller needs and behaviors, which includes instant access of all relevant personal details and interaction history. This prevents citizens from having to re-explain the same issue if transferred or repeat calling, since the initial agent already has an awareness of the issue and can personalize the interaction to ensure the citizen feels valued. This also makes customer journeys more seamless, efficient, and targeted.

PRODUCT

Integrated knowledge management

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Implement Omni-Channel Self-Service to Take the Pressure Off Agents

CHALLENGE

The citizens of today are becoming increasingly independent in their busy lives and more expectant of readily available information and engagement from all organizations. People expect to be able to carry out tasks without the requirement of interacting with a human, and demand more than ever that sensitive information is kept secure and safe. Citizens do not expect to rely on human agents anymore, and want to carry out tasks at their own pace, in their own time.

SOLUTION

Free up human agents to handle more complex tasks by enabling citizens to self-serve, through automated payments and online solutions. Integrations with a number of third-party systems that process citizen information also ensure customers are receiving a seamless and efficient experience, displaying the relevant information to them while reducing easing the workload for live agents. The combination of multi-channel, self-serving options alongside the opportunity to speak to a live agent will ensure that all customers receive the right level of interaction for their need and preferences.

PRODUCT

Intelligent self-service

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