The efficient delivery of official services is a core task for many local authorities. They must ensure the highest levels of operational readiness while caring for their citizens and delivering the service they expect. Online service initiatives help increase engagement. Despite the ever-increasing online offering, direct communication with citizens remains essential.

Despite all the advantages of programs, apps and online contacts, there is no denying the fact that people like to talk to each other: many prefer to speak directly to the employees in the local offices, who can answer their questions about the services offered and help them with their concerns to place. It is the core task in the relationship between the offices, the office heads and the population they look after.

This means that the effective management and distribution of incoming calls and inquiries via other communication channels is essential in an agency. Calls must be answered and routed to the appropriate person as quickly as possible so that questions can be answered and information provided. Of course, the inclusion of everyone is a basic requirement – all citizens must be able to reach the authorities. This should work in both directions. The staff in the offices must also be involved. It is therefore essential that the needs of employees who, for example, are visually impaired, are also taken into account.

Find out how jtel helped the Viersen municipality in North Rhine-Westphalia replace an existing platform and improve service delivery!