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 How can targeted loyalty programs help you ride out a slowing economy?
Andy Wood, MD, GI Insight |  |
How do the data security requirements for credit card transactions affect my contact center operations?
John P. Joseph, VP Corporate Marketing, Envox Worldwide | |
CRM relies on trust between business and customer. Consumers are constantly asked for personal information from a wide range of organisations, but who are the industries most trusted by UK citizens to safeguard this data? And which sectors must work harder to earn this trust?
David Jefferies, Marketing Director, Pitney Bowes | |
How can I reduce the risk of a security breach when a customer calls?
John P. Joseph, VP Corporate Marketing, Envox Worldwide | |
With the advent of huge spam levels, plus restrictions on email marketing from the EU, what is the effectiveness of permission email to customers and to prospects?
Andy Wood, MD, GI Insight | |
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 | Tracy Washington, Senior Consultant, BearingPoint Inc. You Asked
What is the current picture of e-Service in the public sector and what can we expect to see in the future? | | |
The Expert's Answer
Today’s public sector e-Service landscape has evolved. It has moved from providing a web-driven approach to customer service, to a focus on interactive tools that provide high levels of flexibility for end-users. e-Service can provide improved information access to user accounts and their service or “case” history.
Initially, public sector agencies were slow to adopt practices that allowed personalized, “anytime, anywhere” access by constituents. They resisted the potential workload that could result from allowing the public to initiate service requests and engage standard processes directly via the web. More recently, public sector agencies have begun to respond to citizen desires to access their accounts online.
Citizens want to process payments, schedule services and more. They want the full set of online services they expect and get from the other organizations they deal with everyday. Yet, this is only one side of the tapestry in e-Service delivery in the public sector space. More and more, public sector agencies that function as a mainstay in the lives of their constituents are embracing a new approach to e-Service that attempts to unravel the back-end threads.
The future of e-Service in the public sector involves a more relational approach to service delivery. It decomposes the supply chain for taxpayers. As public organizations move toward establishing relationships with constituents who depend on their services for routine living, these organizations will develop delivery mechanisms that respond to the users’ needs at each system juncture.
This is the rough side of the tapestry, where all the back-end components to delivering federal, state and local resources converge. Yet, this is where public agencies will see the greatest pay-off from CRM initiatives.
Providing and sharing consistent case management data among the agencies involved will streamline the process for agencies and their constituents. As agencies leverage technology to develop outreach initiatives promoting seamless constituent access to services housed in networks of offices and supplying agencies, they are then able to concentrate on the desired end-user experience when crafting their service offerings.
On the other side of the tapestry, eService in the public sector will become more than simply allowing more self-service options online. It will emerge as “assisted self-service,” filtering data gathered at each customer touch point into the service delivery chain. Service transactions will shift into relational exchanges, with the use of mobile technology for “always on” access.
This direct access will simplify the process taxpayers engage in to obtain government services. e-Services will help create experiences with government agencies that are more personal. These interactions are an opportunity to provide more than just static information delivery. They will lead to a more responsive organization and favorable perception of the agency and service provided.
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