An integrated approach to service delivery
Since the introduction of technology to Government services agencies have sought to become increasingly citizen centric in their approaches to service automation, and we have seen the evolution of the contact center or 311 systems develop and merge into web based multi channel customer interaction services. These have been driven by national programs involving ‘one stop shops’ or ‘digital by default’ strategies to encourage agencies to enable modern consumer technology to serve citizens in the way they would expect in other online settings.
The vision of all online, or digital by default however has not materialized as quick as we would expect. In fact a recent survey for the EU Commission found that in many countries online services were used significantly less than expected, despite a significant amount being enabled for access. The reason is not to do with infrastructure or bandwidth or access to devices, but the nature of the underlying systems expose the disconnections within the back office directly to the online front office, and transactions although online are not always ‘joined up’ . This results in poor support of complex enquires, multi agency collaboration involving vulnerable people, or fragmented information preventing smooth progress of a crime investigation or social care program for example.
Be Informed’s Multi Service Solution addresses these issues by using the ‘Context’ of the Citizen as a key enabler of getting a full picture of their circumstances in order to progress their need or respond to an issue. Combining this with the dynamic case management capabilities means that a much richer citizen interaction can be achieved which is uniquely customized to their own circumstances or needs. This means that forms, portal pages on websites, conversation scripts are all be dynamically built at runtime enabling much higher levels of processing to be done automatically, as much as 98% in some circumstances.