Over the years, government agencies’ customer service processes have remained virtually unchanged. To access help, citizens need to wait in line for hours in the office, wait in call center queues, or navigate complex websites. But, 2.5 trillion bytes Of the data generated daily, information about customer expectations is easily accessible to the department trying to adapt. As with any large organization, it can be difficult to make changes to government agencies, but new technologies are emerging that enable data-driven decision making.
Use of data
When considering the data you need, it’s important to start with how you use the data. For government agencies, the focus should be on improving the experience of citizens. This can mean reduced latency, improved accessibility, or increased communication. Understanding the issues customers are experiencing can help streamline data collection. Start by conducting an internal audit. How is the information retrieved and processed? Where is the bottleneck? What data are you generating and what are you missing? Asking these questions can lead to improvement.
Once you understand the data you need, train your staff to improve your skills. After years of using the same systems and processes, employees must understand and agree to the importance of proper data collection to ensure that they are collecting data properly. However, collecting and making data available is only part of the problem. Government agencies also need to know how to analyze and understand these insights in order to implement new systems and processes. This may require hiring a consultant or professional who can analyze the data accurately to create a better system.
Gathering customer data can seem like a trivial task, but it can actually be very complex. Larger organizations buy data from businesses, but government agencies need to use more transparent methods. This can cause major legal issues if citizens become aware that government agencies are using inappropriate or unreliable methods to collect personal data.
A simple technical solution can achieve data collection in a fully compliant way. Queue management software allows you to reduce latency while accumulating data for each visit. These solutions create virtual queues for call centers or direct visits. After joining the virtual queue, citizens receive up-to-date information about waiting times and where they are in line, and receive phone calls or text messages when a rep is present. At the same time, these systems collect data about all visits, such as the number of transactions executed, the number of people in a row, and the length of each visit.
You can also use queue management software to implement the survey. Contact information is collected each time a citizen operates the software. Immediately after their visit, the software can send a survey of the experience. Using technology to automate the process can dramatically improve response rates, as experience remains a top priority. Surveys are also an efficient way to retrieve data while adhering to consent, increasing credibility and transparency.
Government data is considered the most important and valuable type of data created and can be vulnerable to cybersecurity attacks. Government agencies need to train their employees on how to properly collect and use data and ensure that they understand the risks associated with data collection and the correct steps to protect the data. This means training in phishing attacks, email hacking, and how to avoid these costly mistakes.
Data privacy concerns are also very important when implementing new technologies and can complicate the process. Organizations need to choose reliable third-party technology solutions with government experience. This means that they have previous experience with certain privacy concerns of your organization and will take steps to protect citizens’ data. Collecting data helps to produce valuable changes and better results only if it is done safely.
Charlie Meyer is Senior Vice President of Sales and heads the North American sales team. QLess..
https://www.nextgov.com/ideas/2021/06/what-agencies-need-consider-when-collecting-data/174808/ What agents need to consider when collecting data