Streamlining Citizen Engagement with an Advanced Omnichannel Strategy

Government organisations are constantly trying to improve engagement with their citizens. Opening the lines of communication from every angle and device is critical in making sure citizens feel comfortable contacting you. This type of engagement allows for a relationship built on trust.

The tricky part is, not everyone likes to engage with you in the same way, making it very tricky to meet everyone’s preference.

Omnichannel is not a new buzzword term, but it is gaining importance in our virtual world. Check out these latest (and greatest) examples of omnichannel service at its best!

1. Self Service Portals – It’s become an expectation of citizens that a government organisation provide a self-service option, so if you’re not, you’re alienating a large segment of your populace.

2. Internet of Things (IoT) – When organisations connect the devices they own with IoT, it can act as a proactive and innovative channel for service. It enables the ability to monitor issues, send alerts, automate service tickets and allow for proactive service.

3. SMS – SMS is often used as a channel for one-way marketing communications to consumers, but it also makes for a great customer service channel. Customers like using SMS because it’s convenient and eliminates the need to call in to a service center and wait in a queue for a simple question or to check on the status of a work order.

4. Email – Email is in the top two of service channels used by consumers across all age groups. It’s also a channel that commonly goes wrong when an organisation lacks an effective omni-channel platform and strategy. Emails might be answered by multiple agents who may provide conflicting or incorrect information, which is a very frustrating experience. As one of the most popular channels used by consumers, it’s critical to get it right.

5. ChatBot – With the growth of messaging applications, chatbots are rapidly becoming the biggest trend for the chat channel. Chatbots are great for customer service because they can handle basic requests and answer common questions. Consumers are increasingly looking for 24/7 service and chatbots can handle after-hours enquiries.

6. Social Media – The growth in the social media channel has steadied, but it’s still an important channel for customers who are either unhappy and want their voices heard or loyal and desire engagement and sharing.

The key to a great omnichannel strategy is implementing all of these options with a high level of control.

Omnichannel Customer Service is a new interface within Dynamics 365 Customer Service, currently including Chat, SMS and Facebook Messenger. The next Release Wave 1 will have many other connectors, including WhatsApp, Twitter and Teams.

PowerObjects is staying on top of these technological advancements when it comes to improving omnichannel strategies in the government sector. Connect with our Local and Regional Government experts to learn more!

Five Reasons Why Citizen Portals are a BIG Deal

Maintaining a safe and secure place for your citizens to live is a constantly fluctuating and challenging job. If you’re a part of local and regional government, you understand the scrutiny placed on these entities by the public as well as government officials.

On top of all that, times, they are a changing! Technology is evolving at an unprecedented rate and people are using that technology very differently than just a few years ago. Your citizens’ expectations are light years ahead of paper processes and they expect answers in minutes, not hours or days!

This blog will focus on citizen engagement and how, if you prioritize it, you’ll be on track to maintaining safety and security, as well as meeting citizen needs in a timely fashion.

Our PowerObjects team of experts has been busy building citizen portals and apps for a few councils in Australia and the UK. Here are our top five reasons why portals are so critical and how they can meet citizen expectations and deliver better service online:

1. Opening Lines of Communication: When you make it easy for citizens to contact you from any device and from anywhere, you’re establishing a trust needed to build a community.

2. Putting a Name to your Citizens: Self-service portals inform your office of who your citizens actually are and how you can serve them accordingly. This type of insight cannot be made up or guessed upon. That data is unique to your local and regional government entity.

3. Real-time Insight into Issues: Having eyes on the ground and within the community is a great thing, but if they can’t report back to the people who solve things, then what’s the point? Portals make it possible for your citizens to report initial or potential issues before they become bigger, unmanageable problems.

4. Connected Citizens are Happier Citizens: When people feel connected and somewhat responsible for where they live, it ultimately makes for a happier, more secure neighborhood. 

5. Citizen Engagement Data is Good Data: When you can report complete end-to-end interactions with your citizens, you can justify funding and support.

As you can see, citizen portals are a big deal, and can pave the way for so many great things, but you also need a powerful platform that these portals connect to that will make all these things and more possible.

Our Local and Regional Government experts have just the solution and are waiting to hear from you!