A Dutch commission (Jorritsma) formed a strategic vision on the measures and development of e-government towards 2015. The vision positions a municipality as customer gate towards governmental services. The vision also describes that 80% of customer contacts should be handled in the first contact with the customer. To enable municipalities to achieve such results, customer service processes need to be aligned with a clear vision on governance structure and responsibilities, as well as empowered by innovative technology such as case management, business rules engines, workflow management and document management.
The client’s customer service model was relying mostly on face to face interaction and telephony on several locations. To provide clear services through multiple channels, locations had to be centralized towards one location and knowledge sharing had to be intensified across departments to provide the customer with the right information. Next to that, civilians had to be empowered to acquire information digitally through portals and make transactions through use of web forms.
Deloitte redesigned the customer service processes, IT and supporting organization for the client. Deloitte participated in an integral program to implement the required changes to transform the customer service organization.
Customer service touch points were consolidated in one centralized customer contact center, handling multi-channel customer service requests. Online solutions enabled the customer service agents to deliver real-time status information and up-to-date knowledge to the customer. Also the self-service channel through the internet was further developed and matured.