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Transforming citizen-government interaction with cloud
How Bahwan CyberTek built a centralized support platform for a Brunei government agency
Client
- Client
Challenge- Solution
- Impact
- Conclusion
Client
The client is a government contact center initiative in Brunei aimed at enhancing government-citizen interaction. Acting as a centralized platform, the client provides seamless access to public services and information through multiple channels, including a hotline, email, and an online portal. This initiative leverages advanced technology to streamline communication, resolve citizen queries, and improve service delivery across various government agencies, ensuring accessibility and convenience for all citizens.
Challenge
The client struggled with fragmented government-citizen communication and experienced the following challenges:
1
Lack of a centralized platform to track the performance and effectiveness of government hotlines.
2
No recording or analysis of KPIs like service levels, call abandonment rates, customer satisfaction, first call resolution, and turnaround times
3
Inconsistent communication across agencies, leading to unreliable and inconsistent service delivery.
4
Poor perception of government hotlines due to unresolved complaints and lack of follow-ups.
5
No proper documentation or analysis of complaints and queries, hindering service improvements.
6
Need for a data-driven system to enhance citizen engagement, streamline service delivery, and rebuild public trust.
Solution
Bahwan CyberTek implemented a centralized solution to enhance government-citizen interactions, including the following key features:
1
Centralized Government-Citizen Interaction: Implemented a one-stop solution to streamline public service access with centralized government-citizen interaction.
2
Integration of Key Agencies: Connected key government agencies like e-services, development, and transport departments for seamless service delivery.
3
Support for E-Services: Enabled efficient access to digital public services through a unified platform.
4
Phased Service Consolidation: Gradual onboarding of government services to align with capacity planning and operational readiness.
5
Automation for Efficiency: Introduced automated call source analysis and streamlined processes for better service management.
6
Expanded Communication Channels: Added online forms, social media, and a mobile app for complaint tracking, notifications, and citizen engagement.
7
Scalable & Future-Ready Platform: Cloud integration and global best practices ensuring adaptability for future service expansions.
8
Enhanced Digital Transformation: Established a modern, user-friendly, and efficient system to improve government-citizen interactions.
Impact
With Bahwan Cybertek's solution, the contact center experienced remarkable improvements:
1
Adoption of Global Best Practices: The contact center operates with industry-leading standards to ensure efficiency and reliability.
2
Enhanced Operational Efficiency: Automation improved call analysis, reducing response times and increasing service effectiveness.
3
Expanded Communication Channels: Citizens can engage via online forms, social media, and mobile apps for greater accessibility, flexibility, and convenience.
4
Streamlined Issue Resolution: Features like photo sharing, complaint tracking, and real-time notifications improved public satisfaction.
5
Scalable & Future-Ready System: Being scalable, the platform supports additional services and adapts to evolving public needs.
6
Improved Accountability & Service Delivery: Centralized operations enhance transparency and efficiency in government communication.
7
Restored Public Trust: Better engagement and responsiveness strengthened confidence in government services.
Conclusion
Bahwan CyberTek's solution improved government-citizen interaction and provided centralized access to public services. Fragmented systems and a lack of performance metrics hindered service delivery and accountability. Bahwan CyberTek implemented a comprehensive solution, integrating multiple government agencies and introducing automation for improved efficiency. New communication channels, including social media and mobile apps, enhanced accessibility and convenience. The solution streamlined processes, exceeded SLAs, and restored public trust, delivering a scalable, future-ready platform supporting the client’s digital transformation strategy.
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This Privacy Policy explains how Bahwan Cybertek Group (hereinafter referred to as “Bahwan CyberTek”, “we”, “us”, “our”) may collect, use, store, disclose, discard, or otherwise process your data including personal data provided when using our websites and describes the rights you have with respect to your personal data.
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Purposes for which we process Personal DataBahwan CyberTek may process your personal data for legitimate purposes as follows, but not limited to:
Bahwan CyberTek processes your personal data for the performance of the contracts, employment concluded with you, compliance with applicable legal or regulatory obligations or Bahwan CyberTek’s legitimate interests to provide you with adequate and qualitative information about products and services and to prevent against any excessive risk.
Transfer of Personal Data
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Changes to this Privacy Policy
Contact Details
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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In this Privacy Policy, “personal data” is any data which relates to an individual who may be identified from that data, or from a combination of a set of data, and other information which is or may be in possession of Bahwan CyberTek, for instance information about your identity and contact details (such as name, email-ID, contact number).
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If you have any questions regarding this privacy policy or the protection of your personal data, you may reach out to Bahwan CyberTek Data Privacy Officer at DPO@bahwancybertek.com
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+91 44 43449000,
+91 44 61739000
global@bahwancybertek.com
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