Making access to government services painless

With the right strategy and the right set of tools, an agency can adapt to today’s changing work model and continue to deliver high quality services. Customer service and experience.

Scalable, multidimensional technology can help agencies scale their customer service with digital messaging channels, case management, and intelligent automation.

This is done by extending digital channels to manage concurrent interactions, especially channels that allow customers to resolve their own issues through self-service or allow reps and smart chatbots to engage with multiple customers through digital messaging.

Providing customers with reliable alternate channels through which to seek service can help reduce call volumes.

Automation can help customers reach resolutions over web chat, email, or any other channel, as effectively as a call with an agent — or sometimes, more effectively.

In cases where the customer still chooses to call, case management can help expedite the interaction by orchestrating work across the organization, reducing average handle time.

Showing empathy

Agencies need to show clients that they care by showing empathy.

It is important to maintain the level of service that customers expect by providing simple, efficient and empathetic service.

Agencies need to meet clients wherever they are, at any hour of the day, whether through automated or human engagement.

They need to value their time by increasing service efficiency with shorter waiting or interaction times.

Increased efficiency helps agents navigate their queues more easily, and by spending less time on each contact duration, the organization can also reduce costs.

It is important to understand the whole context of a customer relationship and to offer a humanized service, which can go far in unpredictable moments.

Humanized service goes beyond personalization by adding the extra touch of transmitting heart and compassion.

Steps towards transformation

Some of the capabilities required to deliver simple, efficient, and empathetic service include contextual self-service, intelligent virtual assistants, case management, artificial intelligence (AI), and recommended actions.

These can be done by agencies without exponentially increasing their expenses.

The five stages of transformation are:

  1. Sorting volume
  2. Improve service levels
  3. Shorten interactions
  4. Optimize customer value
  5. Contain before contact

Innovation and modernization

Government agencies are struggling to modernize legacy systems while quickly delivering citizen-centric services.

As stewards of taxpayers’ money, these organizations face the need to innovate and modernize, while simultaneously responding to ongoing policy changes.

Traditionally, agencies and systems integrators had two choices for modernizing government operations:

  1. Custom development: Expensive and time-consuming applications to develop and maintain. Once these off-the-shelf custom or government applications are actually delivered, the functionality is outdated or does not meet business requirements.
  2. Commercial, off-the-shelf): Applications that can be inflexible and inadequate, forcing government organizations to spend more on customizations that require additional delivery time and then increase the cost of future operations and maintenance.

Transformation vs “rip and replace”

Agile, Secure, Unified Pega Government Platform offers agencies a tool for transformation without having to “rip and replace” legacy systems.

Pega will help lower the cost of service by helping to divert customers from the call center to more profitable channels.

With built-in artificial intelligence and automation, digital channels can help customers achieve the same results as a phone call, whether through automated options or through synchronous and asynchronous digital messaging channels that enable agents to process multiple requests simultaneously.

Smart guidance and collaboration tools can help increase agency productivity with the Pega-powered Agent Desktop, which streamlines service by consolidating tasks on a single screen.

By providing task suggestions, dialogue recommendations, and even manager-led coaching, it helps improve agent performance and establish consistency.

Pega helps agencies bridge the gap between legacy back-end systems and front-office operations with enterprise case management.

It helps connect people, systems and processes and creates seamless experiences for customers and service personnel.

By infusing both real-time, omnichannel AI and end-to-end robotic automation, Pega helps agencies future-proof their organizations by improving operational efficiency for smoother service journeys across the enterprise. agency.

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Ashley C. Reynolds