The customer is everything. It’s a concept that has moved beyond the commercial sector to play a vital role in the on-going transformation of public sector service provision.
It’s true that the need for all government agencies to do more for less and reduce costs is the prevailing business driver. Yet in our digitally connected world, customer experience is also a game changer. And this is no more so than in the delivery of welfare services.
However, with European welfare agencies handling more than 50,000 citizen interactions each day, is it really possible to provide a good customer experience while driving down costs?
I believe the answer is yes. But it’s going to require new approaches to managing welfare provision. Without it, the welfare models currently buckling under the pressure of a growing demand for welfare payments and rises in unemployment insurance spending will not be sustainable.
We’re already seeing policy and structural reforms in welfare being enacted in different parts of the world. Technology too has a role to play. And it is technology that sits at the heart of Capgemini’s EnablesWel solution designed to settle 95%-98% of all welfare claims automatically.
Crucially, EnablesWel doesn’t just give efficiency gains in welfare administration and an improved customer experience; by taking a cloud-based approach it achieves this without the complexity and CapEx costs of building or upgrading infrastructure. That’s an important factor for welfare agencies needing to transform, but lacking the budget for big capital projects.
EnablesWel, by Capgemini, makes it possible for welfare agencies to echo the consumer industry’s approach to providing a seamless customer experience. That’s not all. By driving more efficient welfare administration processes through automation and greater visibility of customer interactions, EnablesWel makes it possible for agencies do more for less.
To find out how EnablesWel is helping to cut costs while ensuring citizen convenience, download the brochure here.