Minimising interruptions in service delivery and speedily resolving issues as and when they (inevitably) arise is something that strongly differentiates a well-run public service (regardless of whether that’s at a local, provincial or national level) from the norm.
And SmartGov for Citizens is one of the most effective for public sector departments to achieve on the end goal of gaining (and maintaining) public support and improving the quality of life for citizens.
Processes are not only streamlined and made more efficient across all of these touch points, but rich information is provided to stakeholders at all time, minimising miscommunication, improving satisfaction levels and allowing for efforts to be focused on what’s important. SmartGov for Citizens additionally closes the loop on service delivery management and resolution, empowers public servants to render superior service to constituents and allows the public sector to begin taking a proactive view to service delivery management.
SmartGov for Citizens addresses every key part of the value chain, from the citizen, right through to the local government contact centre, field agent and senior government official. See how it brings unrivalled value to local government’s ability to resolve service delivery issues quickly and cost effectively.
Speedy service delivery resolution starts with an accurately logged query from a concerned citizen. The SmartGov for Citizens story starts with the aptly named SmartCitizen app, a rich smartphone application that quickly and painlessly allows citizens to log a service delivery query and enrich that query with critical information such as a geotag and photograph. It not only ensures that queries are logged accurately, but that comprehensive information is passed to the contact centre, so work can be assigned efficiently and that the correct resources are deployed the first time.
And when it comes to providing feedback the SmartCitizen app is the place citizens will go to receive step-by-step progress updates on the status of their query, as well as key information on the most effective ways to interact with the available public sector touch points.
Key benefits include:
Reporting issues shouldn’t be a chore. The SmartGov for Citizens App is designed with the user in mind, so it’s easy for issues to be reported and information is as comprehensive as possible at the point of an issue being logged.
Directing a field worker to the exact point of a problem is a major contributor to the speed with which an issue can be resolved. With the location-awareness built into the SmartGov for Citizens App, users can embed a geo-tag in their problem log, creating greater accuracy in the problem resolution process.
As the old adage goes, a picture is worth a thousand words. With the ability to add multimedia to a problem log, citizens can rest assured that a thorough description is included with each issue reported.
Find the right key contact in an organisation such as government can be difficult. Apart from its issue-logging and tracking capabilities, the SmartCitizen App assists users in finding the right contact person, quickly, with accurate, up to date contact information provided.
Disparate systems can make interaction between citizens and government challenging. The SmartCitizen App ensures that there’s a single, central point for interaction, allowing less issues to fall through the cracks.
Efficiently prioritising service delivery queries and assigning the right fieldworkers to the tasks they are best suited to relies on accurate, comprehensive and timeous communications.
To this end, SmartService allows for the public sector contact centres to accept service requests via SMS, USSD, e-mail, phone and of course the SmartCitizen app
And through integration with a multitude of existing case management systems, any additional channels the department requires.
Empowered with accurate and comprehensive information on the issue at hand, contact centre representatives can then assign work orders to the best suited field workers’ (based on location, resource, current workload and ability) mobile device and track the progress of the issue resolution process, so timeous feedback can be to provided to citizens.
Key benefits include:
One of the keys to trafficking requests efficiently is the ability to support the multitude of channels available to customers. SmartService supports a wealth of channels, ensuring a good fit with existing environments.
Change management can be a massive hurdle for mass adoption of a new piece of functionality. By supporting the existing environment in place within a body of state, SmartService can unlock additional capabilities with minimal learning curve.
The elimination of manual processing is a big factor in delivering greater efficiency. SmartService allows for the automatic assignment and tracking of work orders to service providers, freeing up service agents’ time to attend to a higher volume of queries as they arise.
Automation of task assignment is a powerful feature, but it makes little sense if service providers need to travel great distances to arrive at the location of an issue. SmartService takes the service provider’s locale into account so that travel time is reduced and with it, the time taken for issues to be resolved.
The effective management of fieldworker resources relies on knowing where individuals are and what they’re working on at any point in time. SmartService allows for fieldworkers and their activities to be tracked, so additional tasks can be scheduled as and when it’s appropriate.
Keeping citizens appraised of the progress of their logged issue is a key way to instill confidence in government’s ability to deliver. SmartService’s support of a multitude of channels, means citizens can rest assured their issue is being attended to, setting their mind at ease.
Because of the nature of their work environment, field workers face a clear challenge when it comes to receiving their work orders, acknowledging their receipt, navigating to jobs and providing proof of completion once the issue has been resolved.
The SmartFieldwork app provides field workers with a convenient, centralised repository for all work orders on their mobile phone.
It also provides detailed information such as geographical information (allowing for easy navigation) and photographic detail, direct from the citizen, so problems can be dealt with efficiently.
It also facilitates the tracking of the field worker (so detailed feedback on progress can automatically be provided to the contact centre and citizen) and the ability for comprehensive information (including geo-tagged photographic evidence) to be provided on the field worker’s close-out report.
Key benefits include:
While automated task assignment is a big win, the SmartFieldwork App’s ability to deliver work orders straight to fieldworkers’ mobile devices adds a great deal of convenience and time-savings to the mix.
Close-out reports are a critical success factor in any problem resolution process. The SMartFieldwork App allows for detailed reports to be filed, along with location and photographic proof, closing the loop on the quality of work delivered.
Citizens and contact centers need to be appraised of a problem’s resolution status throughout the resolution process. SmartFieldwork allows for this progress to be tracked remotely and accurately, allowing for any questions to be answered as they arise.
Ensuring a case is indeed closed relies on a great deal of information to be provided back to the assigning party. This information is built right into SmartFieldwork, allowing for those assigning jobs to rest assured work was indeed done to the required satisfaction level.
Smoothing the service delivery logging and resolution process from the citizen, through to the contact centre and field worker, while extremely valuable, only solves part of the problem.
In order to gain true control of their service delivery ecosystem, senior managers need to become proactive.
SmartInsight is the proverbial dashboard senior managers within public sector can use to monitor the day-to-day details of their service delivery resolution efforts, but also take a few steps back and begin analysing data at a macro level, so that underlying trends can be revealed and bigger issues can be identified before they escalate into a crisis.
At a basic level, SmartInsight provides senior government officials with the knowledge required to deploy resources of one or another kind in order to cater for rising demand. At a higher level, it provides them with the ability to identify ailing infrastructure early and head failures off at the pass, before critical failures occur.
Key benefits include:
The management view in any problem resolution process is different from the view at the coalface. For this reason, managers are able to gain helicopter insights into issues being reported, both on a locale and a vertical level, so larger trends can be identified and dealt with should the need arise.
Being able to identify trends in issues is a key success factor in avoiding protest action and flare ups in any particular area. SmartInsight allows for macro issues to be identified ahead of time and measure to be put in place to curb escalation into a larger problem.
One can only take proactive action and upgrade infrastructure with the underlying data to support it. By collating all issues by a number of variables, management teams are able to identify infrastructural failures ahead of time and move from a world of break/fix to a world of proactively managing infrastructure.
There’s a lot more to our story. Take a look below.
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