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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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| Home
> Solutions > Government |
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Government |
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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.
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. |
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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. |
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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. |
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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. |
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eGain
has helped public sector organisations
cope with widely changing enquiry volumes
of email enquiries. |
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