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"The selection of eGain was based on its success with local government projects including the commended Life Events Access Project (LEAP), in 2002. By adding eGain Knowledge, the Onyx e-Shop CRM solution now has the capability to meet the requirements of all e-Government projects."

- Ian Warner
Public Sector Business Manager, Onyx

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Government

Government and public sector organizations around the world are looking to make information more readily available to citizens, to make sure that citizens can understand their rights and responsibilities and that inquires can be escalated to the appropriate department or group. The web is accelerating the need for change and citizen's expectations of service.

Public sector organizations face all the customer services challenges of commercial organizations, but with additional layers of complexity. Inquiries can be wider ranging and more complex, and the consequences of inaccurate information more serious.

Case study

"Agents were repeatedly recreating case histories and duplicating work."

Industry challenges and eGain solutions

Access to information

Public sector organisations are increasingly turning to contact centres and 'one-stop shops' as a means of providing greater access to information and services.

eGain has worked with public sector organisations to provide web self help solutions and knowledge bases to support front-line enquiries.

Breaking down silos of information

Public sector organisations face challenges in overcoming 'silos' of expertise and ensuring that citizens are put in contact with all relevant parts of the organisation.

eGain has worked with public sector organisations to enable enquiry handlers to give appropriate help and advice for enquires from a wide range of enquiry types.

Supporting complex entitlement processes

Public sector organisations may need to undertake complex entitlement or assessment processes.

eGain has worked with public sector organisations to enable consistent application of complex assessment processes and ensure rapid availability of appropriate services.

Increasing email volumes

Public sector organisations need to be able to offer greater access to information through email, web self help, etc.

eGain has helped public sector organisations cope with widely changing enquiry volumes of email enquiries.


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Citizen Service - Customer Service Success Stories from the Government Sector

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