Today’s global pandemic has proven the importance of having a system in place for government and public sector entities to better understand their constituents and what they’re going through. With Conversation Analytics, local councils get a more holistic view of their citizens to better promote their well-being and influence positive societal change.
CHALLENGES
Local Government organizations are under head wind challenges in many areas as it moves into the future, notwithstanding impacts driven by the global health crisis as it grapples with delivering essential community infrastructure and services in line with community demand..
Additionally there here are a host of challenges that face local government moving forward: delivering services; finance constraints; employee engagement; engaging citizens; forming new partnerships; and, rapidly evolving technologies and socio-economic demographics.
Some councils relative to geography are under duress around council income/revenue impacted by regressive taxation – property tax, sales tax, and user fees whilst others are managing ageing population stress. Citizen health is a growing issues for local council, often interacting with citizens under mental health stress or societal influences causing issues like domestic abuse/violence.
Disasters and emergencies have significant local council impact as does climate change – with citizens in more poor or disadvantaged areas feeling the impact.
Lastly the shifting citizen demographics mixed with fiscal pressure is forcing local council to embrace innovation and technology advancements to improve citizen and employee experience and ultimately council cost to serve.
Add Voice Data to the Local Council data package to significantly increase citizens and constituents and employee insights.
OPPORTUNITIES
Better Understanding CITIZENS or CONSTITUENTS
Deepen those relationships.
Meeting the engagement expectations of citizens and constituents.
Managing organizational culture
Finding ways to improve productivity
Put data at the center of decision making with a 360-degree view of the citizen
ACTIONABLE OUTCOMES
Use Call Journey’s solution connecting audio conversation data from the Local Council environment into their Microsoft Eco System.
Create predictive citizen experience measures to enhance citizens/constituents' insights.
Enhance citizen health insights around areas such as duress, mental health, domestic violence/abuse
Significantly enhance insights into council/citizen engagement in key domains such as waste management, roads, emergency management, welfare etc.
Ascertain the context of voice calls re key events (i.e. Coronavirus or other risk factors).
Automate QA processes to assess 100% of citizen conversations to manage employee conduct and culture and council reputation