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Smart Government Agencies Turn to Next-Gen Customer Comms

Blog: Enterprise Decision Management Blog

Automated communications can increase the quality and quantity of customer engagement for government agencies

Government agencies are often challenged in their effort to optimize communications with their citizens. Most government executives want to increase the frequency and quality of their interactions, but tightening budgets have resulted in fewer interactions, not more. They’ve stopped sending annual booklets, they send fewer reminder notices and wait for consumers to call them rather than proactively reaching out. Reduced communication results in lower compliance and an increase in downstream problems.

At the same time, more people than ever are using smart phones (SMS, email and web apps) and other electronic communication tools. Recent data from Deloitte tells us that 77 percent of Americans own a smartphone and its usage is so ingrained in our daily routine that 61 percent of Americans check their smartphone within five minutes of waking up.

How long after you wake up do you check your smart phone?

How long after you wake up do you check your smart phone?

With this as a backdrop, it’s no wonder private sector firms are turning to automated communications to increase the quality and quantity of their customer engagement. This is where automated communications can also help government agencies. Not only is automated communication less expensive, it requires less staff to manage, and enhances the citizen experience. Automation improves the sophistication of the contact strategy with each citizen, ensuring they receive messages in their preferred channel, at an optimal time with clear instructions on what to do next. This results in increased compliance and a decrease in inbound phone calls. Customer service ratings also go up as the contact strategy is less intrusive, more personalized and seen as more convenient in our busy modern lives. The opportunities to improve engagement are broad. Let’s look at just one application of automated communication for governments, the collections of taxes:

Example: Tax Collection
Customer Service

Filing/Registration

Collections
One of the best opportunities for advanced contact is for taxpayers in collections. While the department would require an “opt in” process to use this method, once approved by the taxpayer, the department can dramatically reduce their cost of collections and increase the breadth of contacts through these methods:

Desk Audit

Enhanced with Predictive Analytics

To learn more about upgrading your own communication technologies and services, download FICO® Solutions for Government, email me at info@fico.com or call 1 888 342 6336.

The post Smart Government Agencies Turn to Next-Gen Customer Comms appeared first on FICO.

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