In the age of the empowered citizen

Today’s citizen expects to see their tax dollars translated into accessible, competent service – when and how they demand it, online or off.


Surprise and delight with a less stressful, more pleasant service experience.

  • Minimize appointment anxiety by giving the citizen control of online appointment management and check-in.
  • Reduce actual and perceived waiting times with relevant communications via mobile, SMS and digital signage provided to entertain and inform.
  • Improve service quality by matching citizens with skilled employees.
  • Post-service, invite citizens to provide immediate feedback.

Improve productivity and job satisfaction

  • Maintain a relaxed environment at every touch point to help the citizen move comfortably from appointment through post-service
  • Raise employee fulfilment and happiness by keeping them informed, facilitating communication and enabling greater productivity
  • Improve resource, operations and budget efficiencies by monitoring and controlling appointment levels, matching employee capacity to volume, and setting alarms to monitor capacity management
  • Optimize space to accommodate higher volume and improved use of waiting space
  • Continuously drive improvements through real-time citizen feedback, and performance data and benchmark reports

Operations Panel

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White Paper

This white paper describes how to improve customer experience and operational effiency in government using customer journey management methodologies.

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