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New Research Shows Leading Cities Prioritizing Citizen Engagement Projects

citizen attention 70% Say Citizen Attention is a Focus of Data-Centric Projects, Omni-channel Contact Centers Help Achieve Engagement Goals. Altitude Software partners with Frost & Sullivan to publish the white paper “Omni-channel Citizen Engagement: A Foundation for Growth”, now available

Lisbon, Portugal, November 16th, 2015 – A recent Frost & Sullivan survey found that improvement in citizen engagement is a major objective for leading “smart” cities in Europe, with 70% of respondents saying that engagement was a focus of their data-centric projects. Local authorities increasingly recognize the need to engage more closely with citizens to deliver better public services.

Now Altitude Software, a global provider of omni-channel solutions to deliver great customer experiences, and Frost & Sullivan, the growth partnership company, are announcing the release of the white paper “Omni-channel Citizen Engagement: A Foundation for Growth”, now available from Altitude Software.

“Today’s municipality is much more than a provider of local services. It is increasingly a competitor in the global economy—for jobs, investment and skilled workers. To achieve economic growth it must provide an environment that is attractive for all its stakeholders” states Frost & Sullivan in the Report.

New evidence highlights the five pillars of citizen engagement investment decisions

In this Briefing, Frost & Sullivan explains why citizen engagement is more important to cities than perhaps it has been in the past. Secondly, it examines how the omni-channel contact center can assist local leaders in achieving their engagement goals. It also identifies five pillars on which cities should base their investment decisions—from self-service tools that meet the needs for convenience and time saving, to citizen-centric design that provides a consistent information model from the public-facing interface to the contact center. Thirdly, it presents evidence from Madrid, which reports positive returns from its omni-channel deployment, achieved in just two years.

“The omni-channel contact center is designed to make interactions easy. Citizens should quickly reach the right people or be directed to access the right information. Crucially, they should feel that their issues are progressing or being resolved, however they choose to interact” states Alfredo Redondo, Altitude Software CEO. “Public-sector organizations gain from streamlined operations and access to a single view of customer information. This enables them to match levels of customer service that consumers have come to expect from retailers, to give an example”

Madrid reports positive results from omni-channel citizen engagement

The city of Madrid reports positive results from its investment in quality of service across all its citizen engagement channels. Linea Madrid is the local authority’s brand name for its frontline offices and phone line (010 service), and has developed over time to encompass websites, mobile apps and Twitter accounts. Linea Madrid’s catalogue lists over 140 services, each with up to five communications options – public service center, Web, 010 phone line, Twitter and mobile app. The goal is that the citizen should receive the same quality of response from whichever channel of communication they choose.

Madrid appointed Ferrovial Servicios to manage the service with the objective to improve engagement, while also lowering associated costs. Ferrovial deployed the Altitude uCI omni-channel suite of contact center solutions from Altitude Software. One year later, Linea Madrid reported an increase in the number of processes handled online of over 50%, and increased interaction via phone and face to face. Although all forms of interaction increased, the company was nonetheless able to deliver €1.7 million in savings.

Click here to download the free White Paper - “Omni-channel Citizen Engagement: A Foundation for Growth”- and learn about the five pillars on which cities should base their citizen engagement investment decisions.