Increasing citizen expectations
Citizens have increasingly high expectations and demands of government. Digital technology has helped to raise citizen expectations partly because of the speed and convenience of online transactions and interactions, as well as a raft of self-service features which they have no trouble using in the private sector.
With the increasing availability of new, innovative technology services have become almost instant. The standard of citizen expectations are now higher than ever. Quick resolutions to problems through a diverse range of communication channels are not just vital from an efficiency perspective, they are expected by the citizen.
What do customers want?
Customers know what they want and have higher expectations than ever before.
Diversifying your touch points with citizens by enabling technology such as speech recognition, artificial intelligence (AI) and chatbots can be an effective way to quickly resolve issues without putting too much strain on your contact centre. Technology helps by minimising long call waiting times, enabling the citizen to resolve issues themselves and educates customers on how to resolve issues themselves when they can.
The use of AI, chatbots and other advancing technologies can be a simple and cost-efficient way to offer convenience to customers and improve overall customer experience. All the while allowing your agents to dedicate more of their time to customers who require additional support.
If that’s not possible then they expect longer, more convenient opening hours.
In general, citizens also have less tolerance nowadays for lack of available contact and support when, where and how they want it. They expect a swift response to their queries or problems: 66% of the public expect a response the same day, while 40% expect a reply within an hour.
They are generally happy for their data to be used to ensure they are dealt with as individuals not just as ‘another citizen’, and for their previous history and preferences to be known so they can be offered assistance swiftly. That means agents need access to past interactions and details.
They also assume that contact centre agents have visibility of their previous exchanges using various methods of communication.
Nearly two thirds of citizens change their contact channel depending on where they are and what they are doing at the time. But they expect the same, consistent attention no matter how they get in touch.