As more public service organisations embrace the digital-first approach, they’re seeing benefits for citizens and employees. Citizens get the smooth, connected experiences they want without frustrating errors or long wait times. Employees spend less time on repetitive manual tasks and have to deal with fewer angry, frustrated customers. On the organisational side, integrated services can mean less strain on resources and higher delivery metrics.
Thanks to rising citizen expectations, public sector organisations need to deliver streamlined, user-friendly services. System integration and a digital-first approach can help. Here’s what you need to know.
How integration helps you deliver a better experience for citizens
These days, digital-first services are the norm. Whether they’re dealing with a dentist, a florist or a retail store, people expect to be able to ask questions, view their information, and change bookings or order details online.
While the private sector has driven this kind of user-friendly, self-managed customer experience, people increasingly expect the same level of service from public sector organisations. They want a seamless experience that lets them resolve their issues as quickly and smoothly as possible.
Challenges remain, though. Thanks to disparate internal systems, disconnected data and legacy software, many public service organisations are still using email, phone or outdated online portals. This leads to significant manual work for employees, inefficient processes, long wait times and frustrated, unhappy citizens.
From integration to service improvement
Integration goes a long way towards solving the customer service problem for public sector organisations. With an integrated service delivery approach, all departments can connect their systems and draw from a unified data source. This facilitates data-sharing between departments, lets organisations create cohesive service workflows, and makes it much easier to deliver digital-first services that meet modern expectations.
Here’s what that means for your citizens or clients:
All-in-one service delivery
With integration, your citizens can access all their information and services through one online system. For example, constituents of a local council could use an online service portal to pay rates, renew licences, apply for building consents and check details. It’s simpler for citizens and your organisation, as much of the service delivery burden is taken off your staff.
Faster, more accessible services
Integrated, digital-first service delivery also gives citizens fast, reliable access to crucial services. One example: university students could use an integrated online system to choose their papers, apply for a grant or scholarship, or enquire about an accommodation issue. With everything online, they don’t have to wait for a service desk to open or for someone to reply to their emails. It’s also a benefit for your team, reducing incoming calls and minimising admin.
User-centred, user-friendly service delivery
Digital-first services give citizens more control over their service experience, giving them full access to their personal details and case histories. It’s service delivery that puts users at the centre rather than making them deal with inefficient processes and long wait times. Most integrated portals are also designed to be clear and intuitive, making the user experience positive.
For example, patients of a health clinic could make appointments, renew prescriptions, and receive notifications through an integrated app. This means they can check and access their health records at any time rather than relying on an employee. It’s empowering for them – and reduces issues for busy healthcare workers.
Real-time, accurate data
Whether citizens are looking at their health records, rates details or school enrolment data, it’s vital to have an accurate, up-to-date view. Integration delivers this, as data from all your departments is consolidated in real-time. For example, if a citizen pays a rates bill online and then phones your call centre to check the details, the person on the phone should be able to see the payment transaction immediately. This real-time accuracy reduces the risk of errors or miscommunication between departments and ensures that citizens can trust the information you provide.
