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Federal authority opts for virtual information service based on novomind software
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Citizens’ service to be improved by adding online advisory service
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E-mail management system and central knowledge database take the pressure off service staff
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Hamburg, Germany, December 8th, 2005 –
In future, the Federal Health Education Office (BZgA) will be offering citizens’ advice online. What’s more, they will be using the multi-channel software solution, the novomind Self Service Suite™. State health education representatives opted for the solution from the Hamburg-based software provider after a public call for proposals. The novomind Self-Service Suite™ will be implemented as a pilot project that can be adapted for later use by any federal agency and will be developed to act as a "one for all” service. The project is part of the federal administration’s e-government initiative, "BundOnline 2005”.
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Novomind’s software package enables citizens’ queries to be processed via e-mail and online dialog channels. In future, visitors to the site will be guided through the information offered by the BZgA and provided with an advisory service for specific topics. This enables routine questions to be dealt with directly on the site, significantly reducing the number of expensive calls and e-mails that citizen’s need to make to receive the information they need. A wide variety of advice is available. For example, citizens can take self-assessment test designed to help identify eating disorders or alcohol problems. Depending on the result of the test, a follow-up advisory service (internal or external) is offered. The novomind Self-Service Suite™ helps relieve the pressure on public service staff dealing with complex federal service offerings. A professional e-mail management system processes incoming messages. It categorizes, interprets and distributes incoming e-mails to qualified agents according to topic and priority, with a minimum recognition rate of 80 percent. A central knowledge database helps staff resolve citizen queries effectively.
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novomind AG is the leading provider of digital customer communication solutions enabling optimized processes and lower costs. The novomind products and solutions offer future-oriented customer services and effective, individual communication, as well as more efficient customer administration. A rapid return on investment and long-term customer loyalty are guaranteed. The product department’s portfolio includes the novomind Self Service Suite™. The software package contains the full range of communication modules needed for a customer service center: e-mail management, virtual customer assistance and systems enabling interactive, real time communication online " all in one, centralized knowledge database. The novomind services department develops complex e-business applications that include scalable online shop solutions. Leading companies from across the market sectors - including Citibank, Der Club Bertelsmann, EnBW, Mexx, the Otto concern and Travelocity, as well as public sectors representatives " have already successfully implemented novomind systems to boost customer loyalty, turnover and public relations.
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