Government

Increase Operational Efficiency

Maintaining a relentless focus on operational efficiency is key for all government departments and agencies. This is true at all stages of digital maturity. It improves the service levels provided to citizens, improves interactions and ultimately elevates the customer experience. Despite this, data remains locked within organisational and application silos blocking strategies that attempt to unify metrics and standardise service key performance indicators. 

Joulica helps government departments and agencies by working across these siloed data sources and establishing omnichannel analytical KPIs that can be used to drive operational efficiencies across all communication channels.  This includes unifying web and contact center data to drive increased levels of digital engagement and also allowing agents to provide contextual assistance to citizens when needed. 

Drive Digital First and Self-service Strategies

Governments are prioritising the transformation, digitisation and modernisation of existing citizen services across all public services. This must be done in a manner that delivers new digital services to citizens and improved efficiencies for all stakeholders while at the same time increasing trust and satisfaction. Detailed analytics across all channels, including traditional ones, is key to ensuring success, but as with Enterprises, government departments face the challenges posed by silos, lack of standardisation and inconsistent metrics.

Joulica analytics solves these challenges by providing a standardised set of customer experience analytics that can be used to measure the effectiveness of digital and automated services as well the full customer journey where customers engage over a myriad of interaction methods. Real Time speech and text analytics as well as survey data measure customer satisfaction and sentiment directly and can be correlated with detailed customer journey data. Predictive analytics provide insights on which services need investment and which customer journeys are performing well.