The efficient delivery of public services is a key issue for many local authorities. They need to ensure the widest possible engagement, while delivering the care and service that their citizens expect. e-Government initiatives are helping to increase engagement, but even while these are taking off, direct communications with citizens remains essential.

Whatever the benefits of applications and web contact, there’s no avoiding the fact that people like to talk: many prefer to have conversations with people in the local authority who can answer questions about services and help them to resolve issues. It’s a key part of the relationship between local authorities, their managers and the public they serve.

This means that the effective management and distribution of incoming calls and other channels to a public agency is vital. Calls need to be answered and delivered to the right person, as quickly as possible, so that questions can be answered and information provided. Of course, inclusion is a prerequisite – all citizens need to be able to reach representatives of the agency, but at the same time, this works both ways. Public bodies also need to be inclusive and they must support the needs of employees who may suffer from visual impairment, for example.

Find out how jtel helped Stadt Viersen, the capital of the Viersen district in Nordrhein-Westfalen, replace a legacy platform and enhance the delivery of public services!