Local Government

The pressures on local government to provide a single contact point for all citizen and local business queries has never been greater. Moreover, as these services must be provided within the parameters of the e-Government agenda, Best Value, e-GIF, Data Protection, Freedom of Information, CPA and Government gateway reviews, let alone Gershon, the issues surrounding delivery and quality of service are compounded.

Message Pad has leveraged a decade of experience in providing contact centre services to develop intelligent Contact™ for Local Government. This proven, "best value" contact management solution delivers incomparable customer service and support. intelligent Contact is available as a “hosted” customer service application delivered to your staff in your premises; an outsourced service through staff in a Message Pad centre; or as a cost effective unique combination of both options which, amongst other things, ensures an “always on” disaster recovery solution at no additional cost.

intelligent Contact recognises that every contact centre needs to reflect the differing requirements of each user of the service. By identifying these requirements, those of your back office staff and incorporating the key parameters defined by the e-GIF standard, for example, a solution is provided which can instantly interpret and process all variants at point of contact.

Key Benefits

• High first point of contact resolution
• High customer satisfaction levels
• Efficient use of resources
• Best value solution
• Flexible solution

intelligent Contact recognises that every local government contact centre needs to reflect the differing needs of each department. By accepting the varying business processes, then using the latest e-Gif standards to link with NLPG data, back office systems and partner networks, a solution is provided which can handle in excess of 85% of the vast range of queries at first point of contact. This avoids the use of expensive specific adapters.

Information is delivered in the departmental format of choice and is both e-GIF compatible and also easily adaptable to any emerging schema. intelligent Contact can, therefore, support any requirement, including:

• Provide information
• Collect revenue
• Collect consultation information
• Process applications
• Book venues, resources and courses
• Collect payments for goods and services

Key Features

• Easy to learn and quick to implement
• Can be changed quickly to meet new legislative requirements
• Can “dip in” to existing systems when needed
• No massive integration costs
• A “one-stop-shop” platform