Teleworking has revolutionized the way we work, but can your citizens complete the process as easily as they order online? Managing the user relationship is no longer a luxury, it is a necessity.
The gap that widens the gap
Over the past three years, we have all experienced an accelerated digital transformation. Teleworking has successfully established itself thanks to the right digital tools. We discovered easier, faster, and safer ways to collaborate with colleagues, customers, and suppliers.
But as citizens, the experience is still frustrating. The opening hours of town halls have been reduced, teleservices are often limited to PDFs to download, and the follow-up of procedures is done by email without visibility. The result: your constituents are constantly reminding you or moving around unnecessarily.
The Vicious Cycle of Inefficiency
Your agents re-enter information into their business software with the risks of error that this implies. They communicate by email without centralized tracking. The administrator cannot follow his approach and is multiplying requests. This fluidity of exchanges between the municipality and the citizen is deteriorating.
The URM solution: a 24/7 one-stop shop
One User Relationship Management Platform Centralize all the requests of your citizens, whether they are individuals, families, businesses or associations. It transforms the citizen experience by creating a real personal space.
Your user creates his account and has a private space where he stores his personal information, that of his family and his usual documents (CNI, Kbis). No need to search for parts with each new approach.
Regained Autonomy
Thanks to their personal account, citizens have access to a one-stop shop for all your teleservices. He follows his procedures in real time without asking you. He knows the status of his request: validated, rejected, to be completed. It can provide additional information at any time, without waiting for your services to open.
Scheduling appointments on available slots eliminates waiting lines. Your citizens plan their visits according to their availability and yours.
Concrete Benefits for All
For your citizens: No more unnecessary travel, procedures available 24 hours a day, real-time monitoring, simplified appointment scheduling. The administration is finally becoming accessible according to their constraints, not yours.
For your agents: Instruction of requests without re-entering, automatic integration into business software, centralized vision of all requests regardless of the channel, faster responses to users.
For your management: accelerated and secure processes, instant transmission of requests, automatic integration into your information system, reduction of paper consumption.
Save Time to Create Value
Your agents no longer waste time re-entering and can focus on instruction and advice. Your citizens no longer clutter up your telephone lines to know the progress of their files. This efficiency frees up time to improve your services.
All the procedures are found in a 360° vision that allows you to analyze the needs of your citizens and adapt your service offer.
Succeed with your URM project
A successful user relationship management project is based on several key factors that you need to orchestrate from the start.
Political Commitment of your elected representatives is the first factor of success. Without porting to the highest level, transformation struggles to take root in habits.
The Technological Choice of an open, rich and secure platform determines your possibilities for evolution and integration with the existing one.
Transverse management Involves all your departments, not just the IT department. This transformation concerns your entire organization.
Start Small to Think Big
Start with a few pilot steps with your most motivated agents. This gradual approach makes it possible to adjust the solution and create change ambassadors.
Anticipate the management of your data within the framework of open data regulations. This early thinking avoids costly adaptations.
Support for change Allows each agent to understand the benefits of the new organization. Resistance to change decreases when teams see the added value.
Communication with your citizens determines the adoption of new services. Your citizens need to know and understand these new opportunities.
Tomorrow's Administration Starts Today
Your citizens live in a digital world and expect their institutions to adapt. The GRU turns this expectation into an opportunity to improve your public service while optimizing your resources.
This transformation does not only concern big cities. Any community can offer its citizens a modern experience in ATAWAD mode: anywhere, anytime, with any device.
