Digital services for citizens

Promoting omnichannel services by implementing new communication channels that allow for a 360º and on-demand relationship with citizens is one of the objectives that the government has ahead of it.

Against this backdrop, government agencies have the challenge of improving the usability and availability of the digital services they offer, while also deploying new facilitators that allow people to do their consultations and paperwork online. To achieve this, they must take advantage of new communication channels (such as WhatsApp and Telegram) that complement traditional channels.

Thanks to this omnichannel approach, they can provide an all-in-one response to citizens and optimise and streamline areas such as communications, thereby improving the customer experience by offering them an effective, personalised and quality service. However, there are still obstacles to overcome, such as having different APIs or different security configurations for each channel.

Advantages

• Unified and coordinated response
• Improved customer experience
• More convenience for the user

Process automation plays a key role in any business environment, whether public or private. In the case of government agencies, due to their legacy systems, the lack of a budget in certain departments or the fact that many are not yet fully digitised, there is still a lot of room for optimisation.

Process automation can streamline public services, allowing civil servants to focus on value-added services, rather than on archiving tasks or manual searches, for example. This not only increases employee productivity and lowers costs, but also improves the welfare of citizens.

Advantages

• Higher productivity and lower costs
• More streamlined processes and operations
• Employees focused on value-added services

Every company has different departments, meaning both internal communications and coordination between different sections are a real challenge. Coordination is fundamental to offering accurate and quality information to citizens, to avoid silos that create confusion or duplication of tasks, and to offer a serious and reliable image of the organisation.

Hybrid work models and teleworking are here to stay. Because of this, having tools and solutions in the cloud is essential, since it allows government agencies to collaborate with each other, regardless of where the civil servants or citizens are.

Advantages

• Reduction of duplicate tasks or positions
• No more silos
• Improved service, anytime, anywhere