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Digital Government & CX
Bots and the Future of Customer Experience- Canada
City councils, therefore, need to be resilient and responsive and need to be able to provide answers. In recent times there has been no greater crisis than COVID-19, and the City of Toronto was intent on being proactive in its dealings with its citizens. However, there were simply not enough staff and too many questions coming in, so a digital or artificial intelligence (AI) solution was sought. The City of Toronto also had a few expectations that needed to be met. “Accessibility was very important to the City, so that it was equitable to everybody, and any solution also needed …
Digital Government & CX
Women in Leadership Spotlight Series: Marjorie A. Cadogan, Executive Deputy Commissioner, Office of Citywide Health Insurance Access, NYC Human Resources Administration
In short, I am a health insurance problem solver and educator. I lead a dedicated team in the NYC Human Resources Administration’s Office of Citywide Health Insurance Access to expand access to health insurance for New York City residents and small businesses. We achieve our mission in a variety of ways: by administering a Citywide outreach and enrollment assistance initiative known as NYC Health Insurance Link which uses city agency sites, activities and programs to insinuate health insurance outreach and education into New Yorkers’ routine interactions with city services; maintenance of a comprehensive website of health insurance guidance and materials; …
Digital Government & CX
Bots and the Future of Customer Experience
Before the pandemic, “it was our country’s fourth largest export industry.” To engage with potential or current students, in 2018 ENZ decided to develop a chat-bot, which is a simulation of a human conversation, using artificial intelligence (AI) features. This was “a relatively new communications channel,” meaning that “there isn’t an established formula or methodology for chat-bot implementations.” However, at the time the agency was in no rush, and Jamie Crump was studying a “Masters of Technological Futures and developed an approach for the chat-bot project.” ““Nobody wants to engage with something that is dull, slow and hard to navigate …
Digital Government & CX
Natural Resource Canada’s Digital Accelerator
Canada has a rich history of innovation supporting economic growth, environmental protection and the well-being of Canadians. Over the last few decades the ever-changing forces of technology exerted transformational influence on our lives and on the global economy. This is particularly evident when it comes to natural resources where advancements in artificial intelligence (AI) and machine learning (ML) can bring wide-ranging improvements to science, research, production, resource extraction and other business functions.
Digital Government & CX
Improve Constituents Communications for your Unemployment System
During the ongoing Covid-19 pandemic, unemployment agencies are over-capacity with requests from constituents needing to apply for benefits and access information. Discover how to alleviate pressures of the “new normal” and take control of communications using one centralized platform. Deliver personalized, timely and relevant communications to constituents over multiple communications channels and provide them with self-service access for applications and information.
Digital Government & CX
How to Improve Child Support Enforcement Programs with Limited Funding
This detailed infographic illustrates how the ability to directly and quickly communicate with clients is imperative and explains how a centralized customer communications management platform can enable Child Support Enforcement to increase their performance with limited finances.
Digital Government & CX
ebook: Child Support Enforcement Systems: How to Improve Program Performance
Child Support Enforcement (CSE) programs can reduce operational costs while increasing responsiveness and improving services by restructuring communications with their constituents. A modern Customer Communication Management (CCM) platform provides multiple delivery methods and allows you…
Digital Government & CX
Effective Communications to Constituents Relying on Social Safety Net Programs
As the need for social services is impacted by Covid-19, the need to send special notices is increasing exponentially. Notices about Medicaid renewals, SNAP Interim reports, approval notifications, requests for information, etc. has increased to include special notices about emergency SNAP, allotment changes, interview process changes, and more. This can be very confusing to constituents and will likely generate an increase in phone calls. Quadient Inspire allows agencies to communicate with constituents in the way that is easiest for them. With dynamically created custom notices that are delivered across multiple communication channels (SMS, email and others), agencies can increase reach …
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