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Drivers of digital transformation
What’s triggered your digital transformation journey? Perhaps it’s to enhance your service to citizens, increase cross-Whitehall collaboration, improve civil service productivity, streamline data operations, address compliance or accelerate departmental innovation? Whatever is driving your need for digital transformation, ANTENNA has the expertise and the technology to help.
“A new era of digital transformation in government.”
That’s how the government’s Roadmap for Digital and Data and creation of the Central Digital and Data Office have been described. Both are key drivers, among many others, of Digital Transformation across Whitehall departments and agencies.
Whether your aim is to enhance citizen access to services, improve employee productivity across the civil service, streamline departmental operations, address compliance issues or accelerate innovation, ANTENNA can help. Experts at transitioning legacy processes and technology and in delivering market leading collaboration solutions, ANTENNA can turbocharge your digital transformation journey.
Challenges
Delivering a better service to citizens, streamlining operations, delivering savings for taxpayers
Enhance service to citizens
Citizens’ expectations are constantly on the rise. COVID-19 rapidly accelerated the adoption of digital channels and radically changed how citizens act and what they expect when they get in touch, particularly fewer face to face meetings and telephone calls. Citizens anticipate the same 24/7 online service from government departments as they get elsewhere.
Efficient operations
Optimising your online citizen journey while removing repetitive mundane tasks from employees can improve departmental efficiency. Developments in AI and robotic process automation (RPA) will enable you to streamline responses to increasing citizen demands, freeing agents to add value and devote more time to those citizens who need attention, particularly the more vulnerable.
How ANTENNA helps:
Our Unified Communications and Collaboration solutions consolidate everything government employees need to connect, share, and work together via the same streamlined interface.
Our omnichannel contact centre platforms provide a “single pane of glass” to your agents, giving them visibility of a citizen’s entire history of engagement and interaction in one view, reducing time switching between systems and applications and increasing first time contact resolution.
Our Gamification tools can also improve agent satisfaction and competitiveness between teams and individuals.
We utilise best-in-class Knowledge Management solutions to deliver the relevant answers and insight to your agents or directly to citizens via self-service options.
ANTENNA’s Intelligent Managed Services mean you can let us run your communications infrastructure while you focus on running your department or agency.
Increase employee productivity
Employee productivity and job satisfaction is crucial to a department’s success. Technology can help to remove repetitive tasks from agents and employees, while intelligent automation and integrated systems help to optimise your processes and reduce employee time-wasted switching between screens and systems.
How ANTENNA helps:
Automation of mundane, repetitive tasks within the contact centre using RPA can both enable citizens to self-serve and can free agents to focus on higher-value activities.
Artificial Intelligence (AI) enables your contact centre systems to learn, using intelligent routing to pair citizens with the right employee based on predicted interpersonal behaviour.
AI powered chatbots or virtual assistants can deliver full self-service to the public or enable assisted service, triaging queries and allocating them to the right agent where necessary.
All ANTENNA solutions are built on flexible, cloud platforms based in highly secure government data centres that are future-proof.
Accelerate innovation
On-premise technology and legacy systems are often rigid and expensive to run, affecting productivity and efficiency. Transforming your department’s technology and moving to cloud can help to accelerate advancements, hybrid working practices and citizen experience.
How ANTENNA helps:
ANTENNA helps government agencies simplify and modernise their compliance infrastructure for regulations like GDPR and PCI. Our solutions use automation, encryption and analytics to better engage with citizens, reduce risk, and avoid fines and reputational damage.
Address compliance
With an ever-growing myriad of data privacy and compliance regulations, government departments must handle personal data and records with care, and transparency. The recently refreshed Data Ethics Framework guides appropriate and responsible data use in government and the wider public sector. Improving the quality of the data government holds and making more effective, compliant use of it will enable better, data-driven decisions.
How ANTENNA helps:
Our flexible cloud-based platforms enable departments to trial new innovations, test and learn, modify and then roll out and scale new services quickly. Our Unified Communications solutions can help power innovation within departments and cross-government and allows employees to quickly and easily collaborate, work agilely and remotely and enable further government innovation.
Digital government
As the government’s Digital and Data Roadmap suggests, digital government offers better and more efficient digital services that help to create lower carbon footprints while reducing paperwork and reliance on face-to-face services. But citizens expect government services to be as good as the best online experiences in the private sector, using new technologies and channels of communication which are constantly emerging. Digital services which impede a smooth citizen journey or which lag behind on features and functionality can be inefficient and end up costing taxpayers more.
How ANTENNA helps:
ANTENNA’s Unified Communications and Collaboration solutions provide the platform that empowers employees and the civil service to work together seamlessly and instantly.
Our flexible cloud-based platforms enable capacity to be instantly scaled up to trial new services or deal with increased demand. The modular nature of our cloud solution means that new features, functionality or communications channels can easily be added.