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Connecting government & citizens
How a government call center connected effectively to civilians for non-emergency services.
Client
- Client
Challenge- Solution
- Impact
- Conclusion
Client
The main goal of government bodies is to improve public services for citizens. To understand and address civil issues well, they need to know what struggles people are going through each day. Staying connected to people via different platforms is therefore essential to ensuring timely identification and address of citizen issues. Our client, a government call center in Brunei, was having issues connecting effectively with civilians.
Challenge
In our client’s case, the challenges were multifaceted and centered around the need for a robust connection with civilians. Being a government body, the client intended to enhance public services by capturing citizen’s social media comments about non-emergency services like roads, water and electricity. However, they struggled to develop an effective engagement strategy. They also lacked a user-friendly social media listening and monitoring solution that could capture the daily struggles of the people. Moreover, the absence of a social media command center hindered their ability to track ongoing topics, trends, and public sentiment. This gap in technology made it difficult to harness feedback from various platforms like Facebook, Twitter, Instagram, and YouTube, which are crucial for understanding and addressing civil issues promptly and efficiently.
Their challenges included:
1
No engagement strategy to connect with citizens
2
Lack of social media listening and monitoring
3
Lack of social media command center
4
No effective solution to track trending topics and sentiments
Solution
To overcome the client’s challenges, Bahwan CyberTek configured a solution to support short-term listening goals through social media listener and analysis application. We implemented of Pulse, an advanced sentiment analytics tool which enabled the call center to effectively monitor social media posts across various platforms, including Facebook, Twitter, Instagram, and YouTube. By deploying Pulse, the call center could now track mentions of nearly 20+ government departments and agencies, gaining insights into public perceptions and sentiments. This technology not only facilitated a better understanding of citizen feedback but also allowed for personalized responses to civil issues. The business impact was significant, as the call center could swiftly identify and assist individuals by connecting them to the appropriate agencies, thereby enhancing the service experience for non-emergency issues related to roads, water, and electricity.
1
Deployed Pulse, an advanced sentiment analytics solution to track and monitor social media activities and relevant trending topics
2
Monitored mentions of government departments/agencies on social media using relevant keywords
3
Extracted public perceptions about the government agencies and helped the client to understand customers better and thereby improve services.
Impact
The deployment of Bahwan CyberTek's Pulse solution marked a transformative impact on the client’s call center services. This advanced sentiment analytics tool enabled the client to swiftly navigate through social media chatter, extracting valuable insights from citizens' feedback on non-emergency services. The ability to monitor and analyze comments across multiple platforms led to a more nuanced understanding of public sentiment, directly influencing the quality-of-service delivery. As a result, the call center could promptly direct individuals to the right agency, significantly improving response times and the overall citizen experience. This strategic enhancement in social media monitoring not only bolstered the call center's efficiency but also fostered a more responsive and personalized public service environment.
1
Improved the client’s ability to quickly direct citizens to the right agency.
2
Helped to gain nuanced understanding of public sentiments on non-emergency services.
3
Helped to improve campaigns and programs with active social media listening
Conclusion
Partnering with Bahwan CyberTek helped the client to transform its social media engagement strategy. Bahwan CyberTek’s innovative ‘Pulse’ solution significantly improved the client's call center efficiency by analyzing social media chatter, providing valuable insights on citizens' feedback on non-emergency services. This improved response times and citizen experience, fostering a more responsive and personalized public service environment.
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Bahwan CyberTek is committed to providing the highest level of protection regarding the processing of their vendors’/clients’/customers’/job applicants’/website visitors’ personal data based on applicable data protection laws and regulations at respective locations. In general, you can visit the Bahwan CyberTek website without providing personal data. However, there are times when Bahwan CyberTek will request personal data.
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