The
Business Challenge
From
providing online local council services like zoning application,
libraries and bill payment to tracking of bankruptcy cases and
immigration Visa status, e-government is touted as an effective
means for government to enhance delivery of information, services
and transactions to serve the public interest. Much of e-government
initiatives today has been to establish common standards and coordination
across government - delivering services to citizens and businesses
more effectively by providing ways for local, state and federal
agencies to work together using internet technology. Even for
citizens without a computer, e-government enables government employees
to assist citizens effectively by connecting them to government
websites, and helping citizens with such services. For the government,
the vision of e-government promises much more – (1) a coordinated
network of services working with the private and public sector;
(2) a government that is efficient administratively and timely
with the posting of information; (3) an online service delivery
initiative to save taxpayers millions of tax dollars from a reduced
cost of operation that may otherwise have cost more in increased
demand in delivering the same services over the counter, postal
mail, telephone, or printed brochures; and (4) an ability to track
and cost the use of government services.
Underlying
a citizen-centric result-oriented e-government is the need to
effectively manage a wide range of government services from the
entry of requests and tracking of status, to fast and accurate
response to customer inquires. As such, help desk and tracking
systems will be integral to an e-government strategy to facilitate
delivery of high quality customer services.
As
service demand increases, self-care may also present a greater
benefit for both the customer and the government in that government
agencies may not have to increase support staff by virtual of
granting customer online access to submit queries or applications,
and review status, transactions or records.
NYF Response
Technology
from NYF Systems can implement such help desk and tracking systems
to provide a means for citizens and businesses to interact effectively
with government agencies. NYF Systems' Aegis Help Desk can be
used to implement a shared repository of customer and service
history information for use by employees across multiple departments.
This provides an organized profile of the customer and enables
government representatives to make decisions that are accurate
and consistent, at the same time rendering a prompt service to
the customer.
Aegis
Help Desk can assist agencies with an electronic business process
to automate tasks or electronically distributing tasks to government
employees. The Aegis Help Desk client web access facility enables
customers to log on to the system using a browser such as Internet
Explorer, to initiate application requests and to periodically
check progress at their convenience. This will provide customers
24/7 conveniences with obtaining information from appropriate
agencies, and which also significantly reduces costs for government
support centers. Implemented correctly a web self-service facility
from Aegis requires little or no customer orientation and instruction.
The
information captured by Aegis help desk systems can help agencies
with tracking and costing of service usage that will contribute
to greater improvement in services provided. Aegis Help Desk is
highly configurable - additional information such as customer
attributes can easily be tailored to your specific business needs
as required without development effort beyond defining the new
attributes in a few simple steps. Or simply use the setups we
provide to immediately see the value of your investment.
To
learn more about Aegis Help Desk, click here.
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