How can central and federal governments meet increasing citizen needs while being tasked to do “more with less”? Unified communications…

1. Satisfying citizen
information needs quickly
and efficiently with
unified communications
How can central and federal governments
meet increasing citizen needs while being
tasked to do “more with less?”

2. Pay their taxes Apply for citizenship Report a change in
their circumstances
What do citizens want?
Citizens contact government for a range of reasons, such as
when they need to:
They also use public services like hospitals, schools and transport.

3. Citizens want access to information at any
time, day or night, 365 days a year.1
They want to be able to get through to
someone who can help them straightaway.
Or they want to use self-service facilities to
make a transaction in one click.
They want to be able to use any device —
whether it’s a mobile phone, tablet or desktop.
How do they want to get their information?

4. How can unified
communications help?

5. Collaboration
Unified communications allow staff to
collaborate with colleagues and other
agencies, using voice, video, screen share,
chat, and file-sharing, no matter where
they work or what device they use.
That way citizens get a coordinated service.

6. Unified communication
technologies give employees
the ability to work remotely,
saving on travel time, cutting
the need for office space and
thus reducing real estate costs.
Workers can be connected to
a central phone system from
any device, wherever they are,
so calls don’t go unanswered.
And collaboration tools
connect them with colleagues,
for example, through video
conferencing.
Remote working

7. Better productivity
You’ll have a
more productive
workforce and
better interactions
with citizens
because employees
can collaborate
more effectively
making them more
efficient and better
able to concentrate
on frontline services.

8. A modern contact center
for modern government
A contact center allows citizens to get the
information they need immediately because:
Calls can be filtered to the right
employee, even if they’re working
remotely or using another device.
Voice-enabled apps allow citizens
to help themselves — they
can make payments, apply for
licenses or pass on information.

9. Future-proofing
Modern communications
technology is easier
to maintain than older
systems and can adapt
to new governmental
mandates and
requirements.

10. Respond to citizen needs quickly and efficiently
with unified communication technologies
Discover how with this
guide: Government staff
mandate: Supercharge
citizen engagement with
unified communications
Download now
Government staff mandate
Supercharge citizen engagement
with unified communications
Supercharging engagement with citizens is not just about providing the digital services
citizens expect, but ensuring government continues to modernize itself with unified
communications.

11. [1] https://www.kpsol.com/what-do-citizens-
want-from-their-public-services-outside-
core-business-hours/
References