Government and public administration

The current situation

The Public Administration sector finds that it needs to deal with requests from the public and provide high-quality service, a trend which today is growing. The administration must respond by developing new management systems for dealing with its users, adopting systems which have already been tried and tested in the private sector, such as CRM, call centers and other IT solutions. It is important to remember that a member of the public is not a simple services user: in reality they have rights which Public Administration workers must respect and which must be protected by providing differentiated service levels.

The requirements

The development of new systems for contact management means by definition the need to acquire the ability to identify clearly the needs of the end user, producing an adequate plan of the main request types of greatly differing clients.

The public therefore becomes the core element of the new systems and tools required for Public Administration able to provide services only by developing a clear understanding of the complex needs of its users.

The aim is to acquire the ability to provide ever-more integrated services. Faced with a more demanding user, the traditional functions of simplified access and providing information over-the-counter are proving inadequate and the level of service must be increased, tending towards consulting solutions which are therefore more personalized. A first significant area of action is the ability to communicate via a range of channels.

The solution offered by PAT

At PAT our customer-centric solutions enable rapid responses to these modern challenges.
Completely web-based, our CRM and Helpdesk applications are the ideal tools for collating, tracking and analyzing the data and user needs collected during multi-channel interactions and which have demonstrated the need to re-plan the provision of services, better organize backoffice activities and optimize interaction channels and interfaces.