John McMahon of IEG4 explains that not long ago, his teenage niece stated “email was for dinosaurs”. If correct, what are the implications for public sector customer services?
John McMahon of IEG4 explores how emerging technologies around data will enable an increase in personalised services, more proactive action, no code digital services delivery, a more compassionate approach and the provision of intelligent services.
John McMahon of IEG4 explores how Interconnected digital ‘engines’ that provide common functions are the future of local government service delivery.
When the iPhone was introduced you could comfortably access the entirety of the screen with one hand. But with the invent of phablets (massive phones) it has become near impossible to reach the entirety of the screen. The following illustrates the thumb reach of users on large phones and the ergonomic reality of using it with one hand:
Recently, we wrote about how we had provided a platform-based approach to capturing geolocation-based issues within our forms builder solution, eDesigner.
Why bother with Master Data Management?
For organisations engaged with customers around many different interconnected products on a regular basis, it makes commercial sense to invest in developing a single view of the customer across legacy infrastructure. Particularly when information in each silo needs to be understood in order to make effective business decisions.
Keeping people digitally informed about services and providing them with the means to access these services, creates value for those organisations who do it well. It also creates the much-needed pull to encourage customers to keep returning to digital and to reinforce the digital channel as the preferred choice for interactions.
How can public sector organisations develop successful digital customer service strategies? John McMahon, Product Director at IEG4, shares his thoughts on the subject
Regardless of industry, public or private sector, businesses everywhere are investing in customer self-service options to improve the overall customer experience. As more and more businesses and organisations embrace self-service, we’re beginning to truly understand what works and what doesn’t for ensuring customer satisfaction. In my opinion, it’s critical that a robust overarching strategy is in place to ensure that all the working parts are coordinated and integrated for the benefit of the customer. Here are my six recommendations to ensure self-service best practice in local government.
In January of this year seven benefit assessors across three separate London councils took advantage of their roles to commit over £1m in benefit fraud.