Combat the criticism of high spend low results within Local Government
Public Sector, Local Government and Councils are constantly challenged and scrutinised - not only for their finance strategies, but also their business communications and contact centre strategies. They need to deliver a high level of service, whilst keeping costs low and keep up-to-date with the growing demands of customers from a multi-channel perspective. Here are the 3 biggest pressures on Local Government:
Lack of Resources and Funding
Citizens Expect High Quality Service
No Omni-Channel Digital Strategy that Links Departments
Local Government Challenges and Opportunities
Britannic have been a trusted technology partner to Local Government and the Public Sector, for 15+ years. We’ve got an in-depth understanding of the key obstacles facing this sector, but also the key areas for growth. Below you'll find some of the biggest challenges our Local Government partners have faced...do they sound familiar? We'll help you fix them.
Lack of Multi-Channel Comms
"Our office phones are ringing constantly, it's cost-ineffective to have an agent glued to the phone 24/7, we need solutions that allow enquiries to be answered through Self-Serve, SMS or even a Chatbot of some kind"
"We get inundated with repetitive enquiries regarding bin collection, planning permission and local council tax support, these enquiries take up so much agent time it haemorrhages money"
User Call Identity
"Because of our old legacy systems being disjointed, we don't have an easy way to pull up the previous history of citizens, this not only wastes our agents time, but it makes our staff very frustrated"
Lack of Self-Serve
"A lot of our enquiries via the phone can be answered easily through a self-service solution, enabling the customer to find out the answers, freeing up our agents for other priorities"
Customer Expectations Have Changed - The Ugly Truth
Feel lack of Omni-channel support
that it's rare or never even happens in the first place.
Want a Quick Resolution
and cited this as the most important element within customer service.
Want a Call Back
rather than wait in a queue or want the ability to request a call back.
Have to Explain Themselves Multiple Times
which citizens cite as the worst possible service and the biggest frustration
Why Work with Britannic?
Official Procurement for Housing Supplier with over 15+ Years Experience
We work hand in hand with Procurement for Housing (PfH) members and leading technology partners to audit, maintain and develop your communications. This means an improved customer service and experience for your community and tenants.
Tailored Solutions, Not One-Size-Fits All
We align communications solutions with your requirements, supported by agile roadmaps and 360 solutions from complementary partners.
Relationship and People Centric
Our most important partners are our customers. We work as an extension to your in-house team - together we tackle communication challenges by bringing about measurable change in an honest and dedicated fashion.
Continuous Help and Support
Britannic aren't just for Christmas, we're here for life. We'll be your partner not just for one project but will offer our continious support with whatever business challenges you face. We'll update you with continual roadmapping, digial transformation and futurue proofing research and solutions.
Britannic impressed us because they took the time to understand our needs and how our Council worked...[their] account management is excellent and they dealt proactively and pragmatically with any challenges that arose during the implementation of this project. They are a delight to work with.
A Deeper Look Into the Local Government
Creating Communications Accessibility in your Workplace
Workplace accessibility is a vital part of digital transformation. It’s not just about being compliant or a box-ticking exercise, but designing a workplace that is inclusive of everyone. Communications for example, vital for business. Everyone in the business needs to be able to communicate with one another, which is why creating a workplace with inclusive communications is so vital.
Case Study: North Hertfordshire District Council
Despite budget reductions and the rationalisation of sites and citizen services over recent years, North Hertfordshire District Council has found ways to improve its customer service and reduce communications costs along the way. The Council is now making its customer service processes fit for the future with Britannic’s Mitel expertise and strategic support on its side.
Deliver a Better Citizen and Employee Experience
Talk to us. Let's review how your business could digitise everyday business processes, integrate communications systems and applications, and future-proof its network.