Citizen Contact Centre
Committed to making government services and information more accessible and comprehensible to citizens, the public sector faces numerous varied and unique challenges ensuring the populace can access the right information at the right time.
As more and more public sector organisations are discovering, contact centres play a critical role in the delivery of first-class services to citizens and can also help facilitate citizen participation in the governing process. A well-run contact centre will not only deliver an enhanced service to citizens through improved convenience and reduced administrative turnaround times, but it can also reduce the cost of service provision at the same time.
Benefits of an effective public sector contact centre:
- Improved citizen satisfaction
- Reduced cost-per-citizen contact
- Streamlined processes
- Maximum citizen participation
Recognizing the benefits contact centres offer, public sector organisations are embracing the need to implement them, but many are daunted by the many unique challenges they face doing so.
Challenges facing public sector contact centres:
Public sector managers face countless distinct challenges, from budget and internal resource constraints, to regularly having to swiftly adapt in response to changes in government policy and also having to meet the diverse needs of a large, disparate populace.
Public sector contact centre business cases are also very different. Typically, they deal with lower call volumes, but much longer call durations as they have to cater for the needs of many different groups, including those that are more vulnerable and harder to reach, and they usually manage a far larger number of processes.
Sibize’s unique approach
Used to working in protocol-driven environments, Sibize is well-versed in the specific needs of public sector organisations and has a proven track record delivering high-performance, multi-platform citizen access channels, complete with multi-lingual capabilities.
Sibize’s success implementing world-class public sector contact centres is also based on a unique approach that builds the model around citizen service delivery needs rather than organisational efficiencies or available technology. While efficiency savings are constantly sought out, this approach ensures that Batho Pele principles are met and that job creation and skills development are maximised.
Benefits of Sibize’s approach:
- Designed for government from the ground up
- Built on public sector business case
- High performance maintained through integrated training programs
- Sophisticated staff profiling (to meet multi-language requirements etc.)
- Focus on job creation and skills development
- Utilises best-of-breed technology
- Disaster management considerations included
- Proven, ‘best practice’ implementation methodologies
- Reporting, metrics and performance analysis
Features of the Citizen Contact Centre:
The Citizen Contact Centre is an integrated, multi-platform solution capable of orchestrating voice, email, SMS, online, fax and web chat services to deliver:
- Information services
including a knowledgebase that enables agents to provide callers with the latest information and daily updates
- Customer care
including soft skills training that enables agents to tease out and identify callers problems
- Booking services
including agent point-of-sale capabilities for payments and appointments
- Catch and dispatch services
including incident and requests for service handling, together with complaint and case management
Eager to start delivering a first-class service to citizens that is aligned with the principles of Batho Pele and encourages maximum citizen participation? Contact Sibize and find out how public sector organisations like yours have benefited from its Citizen Contact Centre.
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