E-AUTHORITIES
As part of the 'Overheid heeft
Antwoord© (The Government has the
answers)' program, government services and local
authorities are working hard to digitize the services they provide
to citizens. The channel-independent (multichannel) handling of
requests and processing of information are central issues in these
efforts. It is important to set up the CCC (Customer Contact
Center) accordingly and offer employees customized support. This is
also crucial since subject specialists and front-office agents will
be working together differently in the future.
CCC and front-office tooling
Citizens' questions are received at the CCC. Subsequently,
they are often passed on to subject specialists who will process
the questions. For front office representatives, it is important to
remain up-to-date regarding the status and progress of these
questions during this process. This is necessary in order to be
able to provide citizens with up-to-date
information. ProcessRunner allows the clear
registration of customer
contacts, whether these are received at the reception
desk, by telephone or by e-mail. Additionally, the application
ensures that the resulting processes are started automatically.
Integral customer profile with ProcessRunner
After the customer has been identified; ProcessRunner sees
to it that CCC employees always have a clear overview of
the customer's complete history, including the
ongoing tasks and processes. After this, it will be easy for them
to create new cases in ProcessRunner. Where necessary, integration
with a Products & Services Catalogue and with the knowledge
base provides further support.
GEMMA and integration with existing applications
ProcessRunner seamlessly connects to the Gemeentelijke
Model Architectuur (GEMMA, the Municipal Model Architecture),
the data standards RSBG/RGBZ (basic data and case data), and the
StUF message standards. ProcessRunner also has a very short
implementation time and can easily be integrated with existing
applications and mid-office systems.
The advantages of ProcessRunner:
- Channel-independent processing of all customer contacts
- Integral customer profile and insight into the status of
events
- Easy creation of standard events
- Uncomplicated distribution of events and tasks among subject
specialists
- Integration with knowledge management and Products &
Services Catalogue
- Integration with mid-office applications in use.