Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Sri Sumari
GM Health Care Service
58
MEMBER
Irine Lopez
Chief Revenue Officer
85
EXECUTIVE MEMBER
Aprialdi Hendryana
Assistant Vice President
245
MEMBER
Sam Zuccarello
KPI Manager, Human Resources
227
MEMBER
Yudha Satya Perdana
Service Quality & Development Head
0

Article : E-Government Plans Are Gaining Momentum

Much has been written about e-government in recent months, and Tony Blair's PIU report pledge to have 'all online by 2005' has caused a furore of debate. Customer Interaction Management provider, Noetica, commissioned a survey of local government professionals in the UK that sought to attain their views of, and preparation for, e-government. The authorities surveyed knowingly represent over ten and a half million citizens in the UK, and 40% of those currently provide between 50 and 700 services.

Considerations
Contact was made with the correct respondent for e-government in 93 authorities. Of these, 35 chose to take part. The remainder declined, for reasons ranging from council policy forbidding involvement in surveys, to people being too busy to participate.

Who Was Asked?
Encouragingly, the majority of authorities surveyed were found to employ designated e-government staff. Job titles within this area include e-government champion, e-government specialist, co-ordinator, and policy officer. The graph below illustrates division of sample by job area.

Preparation For E-Government
Some participants stated a percentage approximate to services they currently provide online. The highest amount of those said they have less than 10% of services available here. Interestingly, one council says it has all services online now. Away from these approximate findings, many participants were able to say which services are online, and the graph below represents this. The highest is Information Services (including local community and business news, events, and information about the benefits and other provisions). This is currently supplied by 31% of authorities. This is followed by the provision of council tax services, which is currently online in 20% of authorities.

Information Services

Council Tax Housing Library

How Many Services Online By End Of 2002?
The second largest proportion of authorities surveyed (17%) expect to have 50% of services online by the end of 2002, which is encouraging progress made toward the 2005 deadline. What is perhaps less encouraging, is that 34% of authorities do not know how many services will be made available. Last year, authorities were asked to submit an IEG (Implementing Electronic Government) statement that detailed their overall vision for modern service delivery by 2005. Of all submitted, 60% passed and received funding. Encouragingly, 11% of respondents in this survey have cited their IEG statements as a benchmark, adhering to these as guidelines for online progress.

What Does The Citizen Really Want?
Participants were asked what they believed the single most important service demanded online by citizens was. The majority were unable to answer the question. Coming next was access to revenue and benefits. A number of services were listed, as illustrated in the next chart.

Involvement In Pathfinder Projects
Currently in the UK, 25 authorities have Pathfinder status. This has enabled them to receive additional funding, and each council is viewed as a model example to others in bringing operations online. This survey sought to find out how the Pathfinder authorities among the sample had benefited from involvement here. 29% (10) of those surveyed have Pathfinder status, and have experienced many benefits, as illustrated below. It should be noted that 40% of Pathfinder authorities surveyed could not give examples of benefits, perhaps due to the fact these projects are arguably still in their infancy. Of those benefiting, the vast majority cited the opportunity to share learning as the greatest, followed by sharing experiences. It appears that many participating authorities welcome having the comfort of a template to work to.

Collaboration With Other Authorities
Encouragingly, over two-thirds of survey participants currently collaborate with other authorities for online government. This includes the sharing of software, working on smart card projects online, and portals that link county authorities. The Government's vision for a joined-up future is apparent in our findings, with many benefits being realised from authorities collaborating online.

Online Forms
The survey addressed the issue of how citizens can interact online with authorities, and reveals that intelligent online forms are viewed as an integral part of e-government. Just over a quarter of authorities already have forms up and running online, with an addition 74% planning to provide them. A third of authorities estimate 50-100% of online services to require some kind of form, whilst another third of authorities estimating that up to 50% of services will require them.

Responsibility For The Creation Of Forms
The task of creating online forms lies in-house, with 63% of authorities undertaking this task themselves. In addition, 20% will be using a mixture of in-house skills and those of web developers. 9% of authorities have said that the ultimate responsibility for this lies with the specific department(s). In situations where this task is the responsibility of each council, two-thirds estimate it to be conducted in house.

Call Centres
The emergence of e-government brings with it questions about the future existence of current client-facing operations. As one of these, the call centre is currently used in 43% of authorities, the majority employing 10-20 people. Almost all of these are run in-house, and over half the call centres have been operational for under two years.

How important is the call centre to your e-government operations?

Essential

Important Not Important It's Not E
-Government
Don't Know

Authorities were asked to rank the call centre in order of importance to e-government. Over half gave it a grading of 1 (the highest) with a third giving it a 2, or saying that it is equally as important as other e-government enablers, such as kiosks. Participants were asked if the traditional (voice-only) call centre is up to the task of e-government, and almost half believe it isn't.

Despite opinion to suggest the call centre is not up to the task of e government, its value within existing services can clearly be seen. The chart above shows citizen contact regarding revenue and benefits to be the highest use of a call centre's time. This is followed by social services, housing and refuse queries, and demonstrates the important citizen-facing role currently played by the call centre. The responsibility of running the call centre does not seem to be undertaken by a central body in the council. This survey reveals the responsibility scattered among many departments: from social services and housing, to general customer services departments, to a specific e-government set-up and an environment group. As with the creation of forms responsibility lying with the specific department, it seems the same is true of call centre operations.

To enquire further into how the call centre may exist within e-government, the survey sought to find out how integrated the call centre is with online activities. Findings suggest a multi channelled approach to citizen contact in the future.

Participants were asked how they saw the role of the call centre in e-government, and 80% say it will become more integrated, with many believing that this will be so with specific applications. No authorities surveyed believe it will become isolated.

Interestingly, 70% of authorities who do not currently have a call centre say they plan to run one. The majority of these (46%) plan to have one up and running within the next year. This is indicative of the way that call centres will arguably evolve into 'contact' centres that integrate with online communications, and support e-government.

Restrictions Of Website Technology
The practical implementation of e-government will not be straightforward for some authorities. Participants were asked if there were any restrictions on the technology they could use on their websites. This could include, for example, Flash, Java, downloads and pdfs. Of all surveyed, 23% said there were restrictions.


About Noetica:
Established in 1997, Noetica is a developer of software solutions for management of call centres. Noetica's solution - Synthesys has been designed specifically to enable non-technical staff to have complete control of the call centre. Synthesys' key features include customer relationship management (CRM); callflow/script designing, service call centre management and support; outbound campaign management; web compatibility and computer telephony integration (CTI).

Today's Tip of the Day - Feasibility Of An IP Contact Center

Read today's tip or listen to it on podcast.

Published: Monday, August 26, 2002

Printer Friendly Version Printer friendly version

2024 Buyers Guide Help Desk Software

 
1.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

3.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

4.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

5.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 26747 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =