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Ministries in round-the-clock consultations
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Market leader novomind enables constant accessibility
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Digital consulting demonstrates close communication with citizens and a modern administration system
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Hamburg, October 4th 2007 –
Citizens are increasingly consulting public authorities outside opening hours. Particularly state and higher regional authorities are making use of virtual advisers. But digital citizen communications also include e-mail management and chat software, with which novomind, the market leader, is providing the public domain. At the portal, www.die-gesundheits-reform.de, people interested in the new health reform 2007 can, for example, discuss the matter with the virtual Clara. People contacting the German state pension fund can chat online with their personal clerk. The Federal Ministry of Economics and Technology (BMWi) and the German Bundestag opted years ago to use an online cartoon character. On the BMWi website, that’s Luca, who helps young people choose a career. During the 2005 election, a virtual Federal Eagle provided visitors to www.bundestag.de with general information about election procedure and today still happily gives details about voting and the Bundestag.
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The Federal Centre for Health Education (BZgA) introduced the full software package novomind Self Service SuiteTM as long ago as 2005 as a pilot project, implemented as a "one-for-all” (efa) service. A professional e-mail management system processes e-mail. Boasting well over 80-per-cent reliability, it classifies, interprets and distributes the incoming e-mails, according to content and importance, to the appropriate consultant. A central knowledge database helps the staff to process the enquiries. In addition, a virtual member of staff guides the Web visitor around the information available on the BZgA site and advises on particular subjects. This greatly reduces costly telephony and e-mail correspondence. The range of topics is wide and citizens have the opportunity, for example, to take part in self-assessment tests on eating disorders and alcohol consumption.
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By expanding their online services, the ministries are acting in accordance with the German government’s goal of turning administration departments more and more into modern, citizen-oriented service providers. At the same time, they are responding to the desire of many Germans to be able to pay more and more of the necessary visits to public authorities from their PC at home. In the 16 to 74-year-old bracket, 32 per cent of Germans used public authorities’ online services in 2006, double the percentage in 2002. This trend is sure to be even more pronounced in the future because, thanks to the 24-hour service, citizens are no longer forced to waste time picking up the phone when questions arise while they are surfing on an authority’s website—instead they can obtain the answers they need from the one-stop shop multichannel software. Intensified digital communications also shorten administration procedures. Ministerial staff is no longer burdened by routine questions and can respond more quickly and more fully to complicated cases.
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novomind is a software developer in Hamburg and the fastest-growing company in the field of electronic customer communications and mail management. As the leading provider of innovative solutions for digital customer communications, novomind AG provides software for service-oriented and personalised customer dealings. The software not only optimises efficiency in customer administration significantly, it also gives the user a faster return on investment. The portfolio of the Products division includes the novomind Self-Service Suite™. The software package contains all the communication modules necessary for a customer service centre on a central knowledge basis: e-mail management, virtual customer consulting and systems for interactive, real-time communication. The novomind AG Services division implements complex e-business applications. More than 40 major companies have already decided in favour of novomind technology, among them Citibank, Otto, Yello Strom and the German pension institution Deutsche Rentenversicherung Bund. Club Bertelsmann, EnBW and Mexx as well as public-sector users, such as the German Bundestag (parliament) and the German Department of Trade and Industry, have already successfully introduced novomind systems to optimise their customer communications, turnover and PR.
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