Service request management for local authorities

The success and flawless working of any public-sector organisation are largely dependent on the citizens they are serving and their level of satisfaction. The general public should have ample opportunities to actively participate & engage with the local authorities to have their problems solved. Currently, local councils face many issues to understand exactly how to handle their citizens and the same scenario is faced by the citizens who feel a lack of arrangement to report their problems and raise their voice. Today, governmental organisations at all levels, are in the middle of the tug-of-war, a situation where they are being stretched from opposite directions. On one hand, their citizens are demanding greater responsiveness and quick services. On the other, they are in the race to work effectively within financial constraints.

Let us have a look at the main problems coming from both the ends:

Disregarded

Customers express a feeling of being ignored with the way in which they are dealt with by the Council as a whole. They seek a medium through which they can track their issues and receive progress updates.

Confused

The confusion that every citizen faces is about whom they should exactly contact to raise their request. Also, there exist a number of categories leading to a dilemma of how to raise their ticket and what details to submit.

Interaction

There is no way to capture the entire history of the customer’s interaction with the council citizen service. It leads to providing repetitive details to submit their every request.

Old Fashioned

Out-dated procedures that take up much of the customer’s time instigate a negative impression. Sturdy processes with no well-defined stages and workflow lead to an erroneous outcome.

Uninformed

Customers have no means to track the status of their inquiries and service requests to know whether they have been responded to in the promised duration of time.

Unpredictable

Inconsistent workflows lead to dissatisfaction of the citizen. Also, they have no complete idea of their service request status, access to the real-time information and a means to contact them.

Orchestration

Organisations lack a proper system that is powered by technology to ease the entire process. Manual dependency delays the work and proves to be an obstacle.

Siloed

Different services within the organisation, dealing with their own systems have no single centralized database that can help the staff to access data about the customer to assist with an inquiry.

Dealing with all these issues will help the councils to develop a trustworthy relationship with their own people & continue the administration in a better way. Over the time, the government has been looking for the options to increase the development and create ways of communication with the use of technology via service portal, mobile citizen engagement and multi-channel citizen participation.

iTouchVision has considered the following steps that can help the councils to get a self service portal, solve the above-mentioned problems & achieve their goals:

  • Make it simple for your citizens to report issues, raise service requests & contact the council with required customer support.
  • Ease the process of reporting incidents and recording the information with the use of dedicated website and mobile application.
  • Let the citizens be able to request services conveniently and as quickly as the problems occur & pass the information to the council.
  • Self-service portals with a knowledge base that is instantly available to the citizens & guides them.
  • The citizen should be kept well-informed from the creation of a service request all the way through resolution ensuring that his request is being worked upon.
  • Take the advantage of powerful management dashboards and reports to improve the actions for help-desk.
  • An interactive conversation between the public sector and its citizens, helping them to respond with immediacy to build trust & set an example.
  • Improve services, manage the budget and do it all in a secure way.
Service Portal
Service Portal _ Screen
Service Portal _ Main
Service Portal _ Client
Service Portal _ GG

With the iTouchVision’s cloud-based solutions and suite of mobile applications, it is progressively transforming governments into smart communities that can carry out its work very smoothly and economically. So, if you are willing to take your organization ahead & build a harmonious relationship with your people, deal with their requests sensitively, then take a leap into the technology & allow us to meet all your requirements.

Sign up for a demo to know how your council can bring transformation for the citizens, or connect with us on our Facebook, Twitter, Google plus, and LinkedIn.

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iTouchVision is one of the world's leading cloud-based service provider with innovation & excellence at its base. The company has made its presence in all business verticals with its technical & operational capabilities to enhance the working of private & public sector organisations. Our products, ranging from Web-based software to Mobile applications have made their mark globally to transform the way work is completed.