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.
Technology should not operate in a vacuum. The best, most modern, customer-focused tech companies should want to integrate to as many different IT systems as possible - preferably without the potential 'drawn out' involvement of legacy back-office system providers - because what matters most is user experience. Doing what's right for the customer is more important than protecting the fiefdoms of software and IT suppliers.
When it comes to the next generation of digital solutions for local government, providing predictive, proactive and personalised information will be key. You could call this the ‘three Ps’ for short or put simply, Digital 3.0. The outcome? A better customer experience and a reduced workload on the Council. But what do we mean by predictive, proactive and personalised?
After installing the iOS 12 beta this summer, I saw a notification alerting me that I should call into a conference call in 12 minutes. Whilst this in itself was not unusual, the fact that the call wasn’t in my calendar was. Puzzled, I skimmed through my emails and could see that there was one where I had been asked to join a call but I hadn’t been sent a meeting invite. Using AI to scan my emails, my phone then predicted that I might want to join this call. There was more to come. When I clicked the aforementioned notification, it dialled the number and inputted the obligatory eight-digit pin and # symbol too. My mind was blown.