02-Feb-2021

How to use technology to create effective public services

(Updated in November 2020)

Do you ever get frustrated with the slow response of your local city offices? Maybe it is a pot hole that never gets fixed yet swallows cars whole, or maybe it is poor street lighting making an intersection unsafe. Whatever the problem, sometimes it feels impossible to reach someone that can fix things, much less know where to start to find the right department.

Governments around the world are working hard to improve communications with their citizens to address these issues and more. Public sector organizations are also working towards achieving an increased level of transparency by engaging their citizens in government processes. Around the world, governments are using digital transformation to encourage:

• Citizen participation and community involvement

• Gender inclusion through social and digital channels

• Resource sharing and a circular economy

• Inclusion of all to reduce loneliness

• Protection of vulnerable groups and increased safety

All these initiatives can only exist with community support and effective communications across all involved groups. Let’s see how technology can help improve citizen communications and gather community support. Here are just four ways that communications can be improved.

1. Offer simple online services and artificial intelligence

58% of people do their administrative requests online, but find them too complex to use, according to the latest surveys on eGovernment. For the Y and Z generations, or those who are used to the instant gratification of the social medias and mobile experiences, voice-assisted AI in combination with online services helps citizens:

• Find and obtain official documents

• Make a request outside of working hours via chat, which is handled and automatically forwarded by a chatbot to the right service

• Obtain a meeting with the right person

• Request follow-up to the right service

Automating these high-volume services can have a big impact on the public services back office efficiency too!

Rainbow Cityapp chatbot blog body

2. Stay high touch and friendly with live voice assistance for low-tech citizens

There is a digital gap with 42% of people not using eServices, as many prefer voice or simply don’t like robots. For greater efficiency, interactive voice response can pre-qualify many of the incoming calls and then route the caller to the right department, instead of letting them identify which team and person could help them with their request. High touch, phone welcome services are still alive, but they are much more effective today!

3. Reduce the wait line nightmares in public buildings

Who hasn’t spent time in a public service queue? Even if things have evolved over the past few years, it’s common knowledge that public services bureaucracy still exists. Siloed services make identifying which service to address challenging even for public employees.

Efficient face-to-face interactions can be supported by indoor geolocation services, which orient citizens to the right office and offer the public facing teams statistics on wait times allowing them to flexibly manage welcome staff needs. Location services also help public authorities rethink crowd safety in high density public spaces or buildings.

Omniaccess Stellar lbs blog body

4. Make citizen engagement and communication easy

Gathering citizen feedback via your eServices interface or mobile app helps reduce the number of requests done by phone or web - not to mention it will boost your citizens’ satisfaction! A very simple example is gathering citizen feedback on public services or giving citizens the option to send alerts for different topics such as public equipment deterioration. Often the citizens don’t know to whom to address their alerts, and with this service easily available on a mobile app, they don’t need to. You can define key topics and pre-define the departments that should receive notifications and let the technology do the rest!

Damage notification

These are just some examples of how to improve citizen communications. ALE’s team of government experts can help you design your own citizen communications strategy and transform your public services experience.

Rainbow offers powerful citizen-facing and employee collaboration possibilities, on multiple channels (audio, chat, video, screen and document sharing). It can integrate into any government working environment in a transparent and non-intrusive way, without unnecessary rip-and-replace.

Tags - Government, Rainbow, Digital Experience

Browse Blog Posts
Browse Blog Authors
About the author
Fatima Elleouet

Fatima Elleouet

WW business developer at ALE


Fatima is WW business developer at ALE where she works on Education strategy to improve communications for education customers, students and their staff. She works also on partnerships with universities and high schools to develop research using ALE technology. She is a graduate of the National School of Engineers of Brest in computing sciences and enjoys spending time with her family and playing tennis.

Latest Blogs
04-Jun-2021
blog-pageheader-1200x299 eSports — A New Competitive Differentiator

Steps that must be taken by education providers to make esports a key part of their student attraction strategy

02-Jun-2021
blog-pageheader-1200x299 Data sovereignty and security reign in the new work world

The new work world is bringing the need for data sovereignty and security to the forefront, as businesses move to the cloud to enable people to work everywhere and anywhere.

26-May-2021
blog-pageheader-transportation-railway-1200x299 A Day in the Future of Mobility

Transportation leaders unleashing the future of safe, sustainable mobility invest in intelligent, autonomous networks, and ubiquitous collaboration platforms

11-May-2021
blog-pageheader-1200x299 The call of the wild – urban and rural

Delivering 6000 kilometers of coverage demands experience. Sipwise and ALE provide solutions to help Oricom deliver the services their customers need.

29-Apr-2021
blog-pageheader-1200x299 Bringing Esports into education: 7 Things to consider

The evolution of Esports is creating new opportunities in the education sector. However, a few things should be considered before creating a program.

20-Apr-2021
Rainbow classroom blog #2 blog header image Education continuity: Create an in-class experience remotely

Rainbow Classroom helps teachers collaborate in-person, remotely, or in a hybrid environment, protects their privacy, and enables professional development.

Read More
Industry Perspectives
Chat