When a federal agency moves from an on-premises contact center to a cloud-based operation, citizens are more likely to experience fast service, informed representatives, short hold times and speedy resolution of their problems – hallmarks of interactions with private-sector companies that tend to drive citizen satisfaction. Research shows that resolving citizens’ issues on first contact increases satisfaction by 28 percent, and finding resolution within 15 minutes raises satisfaction 18 percent.
For years, workstations were used only for very specialized applications that required ultra-high performance and carried a high-value work product that justified a hefty price tag. But while performance demands have intensified, you may be surprised to learn that your budget can, in fact, support workstation investments.
Digital transformation is moving to the top of public safety organizations’ agendas as public officials and decision makers look to respond to the demands of our rapidly changing world—a world in which technology is causing extraordinary disruption and innovation.
For years, federal, state, and local governments, along with educational institutions, have heard the call to be more transparent and accountable by making data available for public consumption. Even before the “Digital Revolution,” taxpayers and the media wanted to know how public money was spent—and if citizens were getting a good return on investment. Those expectations rose with the proliferation of public-facing websites.