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Industry Research : Local Authorities Embrace Technology to Link Citizens with Services

Over a quarter (28%) of senior decision makers in local government claim that improving the way they link citizens to the correct person or department is either their top priority or one of several priorities, according to research by Qmatic.

Published in a report, called "Citizen Flow in Local Government" which was conducted on behalf of the provider in customer flow management (CFM), almost a third (30%) claim it would enhance their ability to closely match public demand to available resources and better plan for services. A third said it would allow them to reallocate staff to assist areas in demand and 30% pointed to better use of skilled staff.

David Anahory, UK CEO at Qmatic explained, "Almost half of the surveyed local authorities say that they have plans to address this and that they expect to improve public satisfaction as a result. Improving citizen flow is a win-win initiative, because it not only improves overall service but also translates into very real cost and efficiency gains."

Citizen or customer flow services can range from barriers, through to both independent and networked virtual and linear queue management systems, to mobile phone applications, kiosk systems and new media.

A third of respondents in the Qmatic survey say that a lack of technology is a hurdle when it comes to developing ways to connect the public with appropriate government staff. Of those currently developing ways to get citizens to the correct person or department, the most common method to be worked on is the use of skills based routing; selected by almost two thirds of respondents. Almost two in five said they are planning on using digital media to direct members of the public.

Swindon Borough Council uses CFM to improve citizen service and in particular, the handling of face-to-face customer enquiries. Nichola Williams-Dyton, One Stop Shop and Reception Manager at the Swindon Capita Partnership said, "It enables accurate management and measurement of wait times, records volumes and helps us assist with managing demand. It also means we can drill down to what our customers want and why they visit us. This provides meaningful management information to feedback to our service areas within the council."

The Qmatic research was conducted by IT market research consultancy, Vanson Bourne among 30 senior decision makers in the 433 local government agencies in the UK; which represents almost 15% of the potential national market.

Today's Tip of the Day - Measuring Performance

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

Published: Friday, March 16, 2012

Printer Friendly Version Printer friendly version

2020 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
PH: 612-817-4090

2.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
PH: 1-416-992-5158

3.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
PH: 0217991445

4.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)
PH: +44 1983 303011

5.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333
 

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