transcosmos Transforms Citizen Services with DX Platform
Enhances citizen satisfaction while reducing contact center operation volume
transcosmos has launched its innovative trans-DX platform at the Kobe City Support Center. This initiative focuses on improving the quality of services provided to citizens and minimizing staff workloads through effective management of various communication channels. The integration of web, chat, and calling systems offers these citizens an easier way to access self-service options, contributing significantly to reduced call handling volumes.
Addressing Call Overload Challenges
Kobe City faced immense challenges due to overwhelming incoming call volumes, exceeding two million annually. This burden created difficulty for city employees, distracting them from focusing on essential administrative tasks. In an effort to streamline operations and enhance service quality, Kobe City established a Comprehensive Call Center. The city has since sought to alleviate these issues by outsourcing switchboard services and revamping its digital presence, yet the majority of citizen inquiries continued to funnel through phone calls, resulting in considerable time and resource expenditure.
Evolving Communication Channels
A recent survey indicated a growing demand among citizens for diverse communication methods beyond traditional phone calls. In response, transcosmos introduced its trans-DX platform to the Kobe Center, ensuring the city could adopt new contact methods while simultaneously enhancing the quality of content it provides to citizens.
Strategic Enhancements with trans-DX
With the deployment of trans-DX, a collaboration between city staff and transcosmos’s consulting experts has fostered a significant upgrade in the communication landscape. Here are four essential changes that transpired:
- Improvement of Web Usability and Issue Resolution: Utilizing Voice of the Citizen (VoC) feedback, the city is enhancing the content of its web pages and increasing the accessibility of information to visitors. This upgrade includes new FAQs intended to improve usability and ensure issues are resolved quickly.
- Revamping Information Communication: Teaming up with city staff to refine communication procedures ensures informational content about events and initiatives is published effectively on the city’s platforms. This minimizes the likelihood of inquiries by providing necessary details upfront.
- Diverse Non-Voice Channels: Enhancing hybrid chatbot features is a priority for the city, helping to facilitate smooth transitions from chatbots to human agents when necessary. This creates multiple avenues for citizens eager to engage without relying solely on phone interactions.
- Rapid Inquiry Resolution Processes: The introduction of AI-driven assistance will empower human agents while streamlining inquiry resolutions. This includes features such as voice recognition and AI summarization to address citizen needs more efficiently.
This significant evolution taps into the wealth of feedback collected, aligning city services with the expectations and needs of its residents.
Looking Ahead: Commitment to Continuous Improvement
As transcosmos broadens its support for Kobe City through the trans-DX platform, efforts will continue to foster self-service environments that further enhance usability. The overarching goal is to maximize the welfare of city inhabitants by acting as a reliable partner in citizen experience transformation.
A Vision for the Future
transcosmos, established in 1966, has continually adapted to the dynamic nature of global business, offering valuable services to enhance its clients' competitiveness across Asia and beyond. By merging human expertise with advanced digital solutions, transcosmos is dedicated to being the preferred partner for digital transformations aimed at optimizing service delivery.
Frequently Asked Questions
What is the main purpose of the trans-DX platform?
The trans-DX platform aims to enhance citizen services, reduce staff workload, and streamline communication through integrated management of various channels.
How has Kobe City been coping with high call volume?
Kobe City established a Comprehensive Call Center, implemented outsourcing for switchboard services, and updated its digital platforms to manage the call volume better.
What new channels are being introduced for citizen inquiries?
New non-voice channels, including enhanced chatbot features, are being introduced for citizens who prefer to engage without the need to make phone calls.
How does trans-DX support citizen experience?
By improving access to high-quality information and enabling faster resolutions to inquiries, trans-DX significantly enhances overall citizen experience in Kobe City.
What is the long-term vision for the Kobe City Support Center?
The long-term vision is to create a comprehensive support environment that prioritizes citizen satisfaction and continual service improvement through the integration of digital solutions.
