E-Government is coming out on top
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.
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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.
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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.
Source: European Center for Digital Competitiveness, Digital Riser Report 2021Â
Customer Service for everyone
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.
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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.
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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!
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.
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.
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.
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.
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.
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.
Best case novomind iAGENT
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.
Bader Al Qubaisi
Group Chief Information Officer, SEHA
Ahmad ALfahemi
Head of Call Center, Dubai Municipality
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