Today’s customers expect a consistent user experience at every single point of interaction with their service provider – whether they’re consuming government services or retail products. But as the channels of interaction proliferate in our digital world, providing an all-channel experience is a tough ask for any government agency.
For welfare agencies dealing with changing demographic trends, policy reforms, aging populations and a growing demand for welfare payments, this is especially challenging. Are there lessons they can draw on from the private sector where new approaches to managing channel proliferation are being tried and tested?
Certainly the most successful multichannel operators are those able to use the information entering the enterprise across multiple channels to create a holistic view of the customer. They’re also providing their customers with ease-of-access to products and services via email, interactive voice, voice, kiosk, internet and mobile channels, typically on one integrated infrastructure.
A common factor in these private sector successes is their ability to use technology to align business processes with the needs of the customer. So why can’t government follow suit? The truth of the matter is that many agencies are indeed investigating ways deliver an all-channel experience. However, they’re also having to address outdated or inflexible technology systems, as well as limited budgets for transformation.
Yet as many consumer organisations have already discovered, change doesn’t have to come at huge capital cost. The adoption of cloud-based hosted service delivery models negates the need for capital investment in infrastructure. It makes the transition to new technology-enabled services simpler and more cost effective than wholesale system replacement.
The EnablesWel solution by Capgemini is built on just such a cloud-based platform. It uses innovative Prosodie-Capgemini Odigo channel aggregation technology to provide seamless citizen-focused, fast and personal interaction across all channels to suit individual citizen preferences.
I believe it’s what today’s welfare agencies are crying out for.
To find out how EnablesWel helps to provide a 360° view of citizens across multiple channels, download the brochure here.