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Challenges

Digital services for citizens

Digital services for citizens are essential. To be fully effective, it is not enough to have a chatbot, a hotline that is available a few hours a day or replying to demands and complaints that are received through social media.

Part of the process of digitising government agencies is focused precisely on optimising services and offering people quality, personalised and streamlined assistance. In a context in which digital consultations have increased at a forced pace, it is more important than ever for legislators and civil servants to make the most of the new opportunities provided by digital environments.

Omnichannel

Promoting omnichannel services by implementing new communication channels that allow for a 360¬ļ 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

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

Better coordination and collaboration

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

What we can do for you

At ABAI, we are experts in digitising processes for government agencies. Improving digital services for citizens is one of our main focuses in virtually every project.

With regard to omnichannel services, we guarantee a unified, comprehensive service through our channels, which allows our customers to offer a consistent, uniform, fluid and precise experience in each interaction, maintaining traceability.

We can also carry out projects to automate processes and tasks, as well as analysis and optimisation projects to solve any coordination and collaboration problems. The use of digital humans in auditory, text and visual communication formats improves the marketing funnel and resolution rate.

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