The pressure is rising for government agencies.
Something has to change.
Spiralling wait times and call volumes need to be dealt with, urgently. Cost-to-serve needs to be controlled. Citizen trust needs bolstering. And you need to hold onto agents for longer, and train up new staff faster.
Your systems are saying no
But try rising to meet these challenges, and you quickly hit the limits of your technology.
Disjointed systems, disconnected manual processes, and siloed front and back offices slow change right down and make it hard to see the person behind the touchpoints.
of government organisations are still at the initial or developing digital maturity stages.1
Your citizens expect better
Citizens want your services to fit into their lives, instead of disrupting them.
of people visit an organisations’ website before calling2
of people believe self-service is more convenient2
of people are willing to use self-service2
There’s a better way. Find it with Pega.
—
1Government 2022 Top Trends in Experience Management, Deloitte Digital, 2022 [Link: https://unleash-experience-management.com/assets/pdf/Deloitte_eBook_GPS_v4.pdf]
2New Research Uncovers Customer Service Inflection Point Sparked by Pandemic Challenges, Pegasystems, 2021 [Link: https://www.pega.com/about/news/press-releases/new-research-uncovers-customer-service-inflection-point-sparked-pandemic]
