Currently Visiting » Home »  Client Sectors / Government

Government

In partnership with our technology partner, Graham Technology, gem developed a bespoke technology solution to facilitate inbound and outbound contacts via telephone, email, paper mail and fax; electronic scanning and storage of paper-based communication as well as a 360 degree view of all contacts, regardless of the channel used for communication, to deliver a new public service based on recently approved government legislation.

• integrate all electronic and paper channels - phone, email, paper mail and fax;
• provide a 360 degree view of contact history regardless of the channel or mix of channels used by the customer;
• provide real time reports on the status of 'customer' applications or appeals to achieve high levels of 'customer satisfaction';
• store a complete audit trail of all in and outbound contacts to meet legislative requirements;
• store and retrieve paper based application forms required by statute;
• be robust yet simple and flexible enough to facilitate the client's priority to drive customers towards electronic channels and end user self-service options;
• integrate with a casework system for use by client case workers and gem agents to process applications; a GIS (Geographical Information System) as well as gem's Cisco IP telephony system and internal communications infrastructure;
• be capable of standing alone to give enhanced stability and flexibility in terms of the total solution for the client;
• be flexible enough to handle the phased introduction of communication channels, starting with email and telephone and later introducing paper and fax;
• take account of the fact that the entire project and the legislation driving it was new to the client, necessitating frequent changes to the process and system design during planning and implementation stages.

• All project milestones and system requirements were met within challenging timescales set. The contract was awarded on November 27th. gem went live with a new system and fully trained agent team on January 5th;
• our client strongly influenced in the business process design, resulting in a system that fully met their needs as an accountable, customer facing government body;
• gem's solution meets the client's preference to drive customers towards more cost effective e-channels and self help solutions. Furthermore, its integral flexibility will facilitate future development in this area. For instance gem plans to provide self service voice options via IVR technology as part of the process of customer education and drive towards self service;
• gem's solution is fully flexible and can adapt to the changing nature of the client's process environment and ongoing changes in the interpretation of the legislation;
• The solution developed for this client gives clear and immediate visibility of a customer's position in the application / appeal process. Research shows that the majority of contacts to similar government departments are regarding the status of applications or appeals. Poor access to up to date information is typically the cause of dissatisfaction as customers are passed from department to department in a quest for information.