E-Government – Entering a new era

Paperwork and queuing are a thing of the past: Nowadays, citizens also expect public offices and authorities to offer digital services. It is all the more important therefore that public administrative bodies fulfil this State duty promptly.

E-Government is coming out on top

Score points with citizens with digital administrative services

In many places, digital government services continue to be more of a wish than a reality. While Scandinavian countries such as Finland, Denmark and Estonia are pioneers in digital public services, the digitisation of public authorities in other European countries is a slow and sluggish process. And existing offers often fail to meet citizens’ needs.

The process-oriented structures of the public sector offer a variety of starting points to improve discussions between the state and its citizens. A number of concerns and tasks could be greatly facilitated by smart assistance.

A look at the global south shows what is possible: In the United Arab Emirates, for example, government institutions already use self-service chatbots as a matter of course; there, communication with public authorities via WhatsApp is the order of the day. It’s high time that e-government latecomers also digitize their dealings with the authorities.

Did you know?

Digital technologies are still not a priority for many governments, as the Digital Riser Report shows. It compares the development that countries around the globe have undergone in their digital competitiveness over the last three years.

China, Saudi Arabia and Brazil lead the world in digital competitiveness.
In the ranking of the 20 most important industrialised and emerging countries (G20), not a single European country made it to the winner’s podium in 2021.
In the digitalisation race of the seven most important industrial nations (G7), Germany landed in second-to-last place for the second time in a row in 2021.

Source: European Center for Digital Competitiveness, Digital Riser Report 2021

Customer Service for everyone

novomind iAGENT gets authorities and citizens talking

Our customer service software products novomind iAGENT and novomind messaging API pave the way for innovative, digital services for the public sector. And enable state organisations to take civil dialogue to a whole new level.

Artificial intelligence (AI) provides the basis for this: For example, authorities can use smart chatbots to answer typical citizen queries or provide advisory services faster and more precisely with the help of intelligent dialogue systems (Conversational AI). Specifically, exactly when and where citizens need them.

Incidentally, this is worthwhile for state institutions in two ways: On the one hand, it removes contact barriers between administrative bodies and citizens. On the other, the workload of official employees is significantly reduced. A clear win-win situation!

How we solve the challenges in the public sector

Chatbots: Always ready

Questions about digital application forms or tax returns often arise outside official opening hours. Chatbots are also available to answer citizens' questions in the evenings and at weekends.

Self-service: Quickly resolved

Not every issue needs to be resolved face-to-face. Many issues can be processed at the touch of a button via portals and online applications. Much to the delight of citizens and public sector employees.

WhatsApp: Perfectly informed

Information on the new minimum wage, vaccination dates or event information can be sent conveniently and in real time via WhatsApp. In this way, the state effortlessly stays in touch with its citizens.

Calls: Easy to reach

Telephone and video consultations have long been commonplace in everyday life. They offer a good alternative to on-site appointments, especially for people with limited mobility. And give administrators the opportunity to clarify citizens' concerns without weeks of bureaucratic red tape.

Touchpoints: Optimally connected

Communication between citizens and authorities is often difficult. With the help of live chats and mobile apps, the state reduces contact barriers and builds a digital bridge into the lives of its citizens.

Hosting: Secure and reliable

E-government requires stable, secure, and flexible infrastructure - and this is far from being available everywhere. This is why novomind iAGENT can be operated either in the secure novomind cloud in Germany or on-site.

Digital transformation: Dubai starts WhatsApp service for citizens

Dubai Municipality, one of the largest government organisations in the United Arab Emirates, has achieved its customer service digitisation goals by using a novomind iAGENT chatbot in WhatsApp.

“We always aim to optimise and enhance our customers services and provide a seamless, automated self-service. And to address these challenges, we have chosen novomind iAGENT Digital Platform.“

Ahmad ALfahemi, Head of Call Center, Dubai Municipality

Best case novomind iAGENT

Medical appointments via WhatsApp

In use in all public hospitals in Abu Dhabi: hospital operator SEHA relies on the novomind iAGENT omnichannel customer service platform for scheduling appointments for specialist treatments and COVID-19 vaccinations as well as simple patient enquiries.

"The WhatsApp for Business feature is aligned to the patient portal and SEHA app, ensuring all appointments booked, changed, or cancelled are immediately reflected across those integral touchpoints."

Bader Al Qubaisi

Group Chief Information Officer, SEHA

"We always aim to optimise and enhance our customers services and provide a seamless, automated self-service. And to address these challenges, we have chosen novomind iAGENT Digital Platform."

Ahmad ALfahemi

Head of Call Center, Dubai Municipality

Available 24/7, 365 days a year

Omnichannel contact center software that wows both agents and customers.

Reaching customers where they like to be

Simple integration of messenger services like WhatsApp into your customer service and digital commerce.

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