Johannesburg, 25 Mar 2015
Governments all over the world are facing great challenges on how to deliver services to their citizens in an efficient way. Empowered citizens increasingly demand more government transparency, increased operational efficiency, and better government service delivery. In South Africa, these challenges are all too familiar.
Some forward-thinking governments are meeting these new challenges by implementing various initiatives under "smart government" programmes and projects. Often, these programmes contain implementation of technology used to enhance government performance by strengthening efforts to reduce bureaucracy, enhance service delivery and fuel innovation.
Dubai rolled out a very successful smart government programme, which was praised at the summit on the Global Agenda held in Dubai in November 2014. Dubai created a star rating system for all service delivery channels in the government of Dubai, including call centres, Web sites, smart applications, as well as customer service centres. The rating system is used to determine the level of all service delivery channels used by the Dubai citizens through assessment and classification of not only service centres, but surpassing that to other service delivery channels.
Such a system can help governments increase their customer experience. One of Qmatic's clients improved their rating from a 4-star rating (Qualified Centre) to a 6-star rating (Model Centre) after implementing Emerge Queue's system.
Another initiative that is aimed to improve efficiency and customer experience is the one-stop shop citizen service delivery model. The concept of one-stop shops is to enable citizens and customers a single access point to information and service transactions. An example of a successful and recent one-stop shop project that Qmatic has been deeply involved in is the new City Hall in Utrecht, Netherlands.
In Utrecht, Qmatic delivered a fully integrated and centralised system to manage citizens' journeys by improving the experience for both the citizens and the staff. The 11 municipal services today efficiently serve 2 000 Utrecht citizens per day, making it the single largest one-stop shop centre in the Netherlands.
Being able to provide an outstanding service and experience to citizens is an important task for governments around the world. Not only does it make for happy citizens, but it also saves costs, time and improves the morale of civil servants.
Please contact info@emergequeue.com for more information on Qmatic products in South Africa.
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