Challenges and solutions for customer relations in the public sector

If public organizations serve citizens, rather than strictly speaking for customers, then the issues related to this relationship, especially through dedicated tools, are equally important.

« Over the years, under the initiative of the government, public organizations around the world have been modernizing their operations, especially in terms of customer relations. », please pay attention to Ferdinand Rault, the business customer service solution in charge of ServiceNow.

Consumers or citizens: the same requirements

In France, it is Quality Observation Station Publish the results of the satisfaction survey collected through the button every 3 months “I express my opinion” Available on some online programs.

Despite the digitalization efforts, citizens who are also serving consumers of major brands want faster (58% of them), simpler (42%) and personalized follow-up (25%). ). ” For 15 years, major brands have focused on improving customer relationships because this is a clear competitive advantage: it generates more expectations and new behaviors.Countries are trying to adapt »Emphasizing Ferdinand Rault, he added “Although efforts are mainly focused on improving the front-end interface, multi-channel, and then omni-channel, the concept of service relationship in the customer experience has not been resolved. In fact, many citizen-oriented digital services are very scattered in the organization.”.

this” Digital paper »It often replaces paper-based processes, but the control of service quality cannot be guaranteed. Because the silos of the organization persist, communication is not always structured, teams always work in isolation, and for citizens, the transparency of the process is still not guaranteed. “In order to meet these challenges, a major agency of the Ministry of Finance chose ServiceNow instead of traditional CRM. On the one hand, it promotes and modernizes access to its services through a new portal, and on the other hand optimizes the organization of services provided to the company. And execution”.

Gain agility and continuously improve your tools…

Our public services manage millions of citizens, some of whom provide critical services (bonuses, aid, allowances, etc.), and the rapid and continuous transformation of our country has compounded this complexity. The National Family Allowance Fund alone has seen about 30 different decrees, only for 2020. ” In a world dominated by numbers, these regular regulatory changes Initiate a strong demand for agility, horizontality, and collaboration between teams. Especially between those responsible for application assets and those related to customer relationships, quickly and safely build new paths and provide agents with new tools” Ferdinand Lauter said.

In this case, the method Citizen developerHas appeared in the market and may be the right choice, because it not only helps to accelerate innovation, but also helps build applications, and at the same time with Shadow IT. “In this way, professionals can rely on the application foundation to dynamically create new cross-departmental paths at the speed of reform.” Ferdinand Lauter insisted. To this end, ServiceNow provides them with a platform suitable for existing solutions.

Therefore, the ServiceNow platform allows for this agility and this horizontality” Our customers love the agility that this platform brings to them. In particular, it has the ability to adapt and respond to changes in real time, reconstructing a 360° view at each stage, and providing agents with the key to effective case management. Finally, because it provides all available services to beneficiaries, it benefits as many people as possible”, Ferdinand Rault concluded.

To learn how to benefit from the power of customer experience workflows, learn about the capabilities of the ServiceNow tool for public participants.