IMPROVE CITIZENS EXPERIENCE,BOOSTING MUNICIPAL SERVICES ANDMANAGING YOUR PROCESSES

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A PRODUCT DEVELOPED BY

Citizen RelationshipManagement (CRM)

for municipal government with omnichannel

integration and easy implementation

BUILDING TRUSTThe city administration faces great challenges: citizens are demanding, they are more informed, and require quick and effective solutions. On the other hand municipal processes are increasingly complex and more interrelated, making it difficult to coordinate efforts to achieve a result, particularly when requirements cross functional silos and even institutions. Finally mayors and their teams need to have reliable and timely information on municipal work, their effectiveness, and satisfaction of citizens. That is why in a globalized and digital world it is necessary to have tools to integrate, automate and simplify municipal duties.

For this, SOLEM has developed AURIS CRM, a platform for Citizen Relationship Management and process management (workflow), designed to achieve experiences of good service, reduce cost, streamline processes, enable effective and omnichannel communication with the community, and increase citizen trust in local administration.

Openness and inclusiveness Is the opening of bidirectional communication channels with citizens, whereby useful and relevant information is provided, as a mean to improve transparency and participation. AURIS enable omnichannel integration to facilitate online and timely communication, including self-service, where residents can make service requests directly from their cell phone or computer.

ReliabilityIs the ability of governments to minimize uncertainty in the environment of their citizens, and to act in a consistent and predictable manner. AURIS allows to achieve operational consistency, ensuring compliance with deadlines and service standards, through: workflows, knowledge base, scripts and email, messages and letters templates. www.solem.cl

auris@solem.cl

+56 994514182

According to an OECD study (2013) “Trust in government is multifaceted” and the following factors influence citizens' trust in their government:

Responsiveness Is the provision of accessible, efficient and citizen-oriented public services that effectively address the needs and expectations of the public. AURIS provides configurable forms that allow managing all kinds of services in areas such as public security, social development, traffic, among others. In addition, AURIS can manage field tasks such as inspections and compliance audits, tax collections, citizen surveys, and security patrolling.

IntegrityIs the alignment of government with broader principles and standards of conduct that contribute to safeguarding the public interest while preventing corruption. AURIS generates information and reports that enable monitoring, control and transparency of processes. In addition, business rules, validations and logbooks help reduce the risk of human error or misgovernment.

WATCH THIS

AURIS is a cloud based Citizen CRM with Omnichannel Support that manages all interactions between citizens and local governments or municipalities, capturing, centralizing and making visible the citizen voice throughout the organization. For this, AURIS offers web modules for Front Office functions (Contact Center and Face-to-Face Service) and Back Office functions (case resolution), which can be integrated into the communications center and systems of the local government. In addition, it has a self-service module that can be used on the web and mobile devices, so that citizens can create and check the status of queries, petitions, suggestions, claims and complaints. Finally, the requirements of the community members are managed by a Workflow tool that ensures the appropriate resolution of each case in the predetermined manner and before deadline.

Omnichannel Support

With AURIS all the information captured by any channel will be available to all people who interact with the citizen. The goal is that you can start an interaction in one channel and end it in another, without losing context. To achieve this, AURIS has a series of connectors, integration capabilities and services {API} that allow to capture the voice of the citizen from any channel.

PRODUCT DESCRIPTION

Channels Supported:

• Contact Center via Softphone• Automatic Dialer via Softphone• E-Mail and Chat via Softphone• Face-to-face attention• Automated Mailing Systems via {API}• Mobile Apps via {API}• Web Portals via {API}• Self-service Kiosks via {API}• Social Networks via {API}

Case Management

AURIS has an advanced system for registering and verifying information through configurable forms, which allow the citizen's voice to be captured quickly, standardized and without errors. This is achieved through dynamic forms that are deployed and operate differently depending on the type of case.

Case Management Functions:

• Customizable Citizen Profile• Customizable Case Forms• Case Classification• Resolution Classification• Data Validation• Preformatted Documents• Document Checklist• Document Attachments• Conversation Script• Knowledge Base

Process Management

To achieve a smooth and efficient collaboration between the participants of the processes in the organization, AURIS includes a complete workflow management engine that manages the different business processes, ensuring the appropriate resolution of cases, complying at all times with the standards and deadlines.

Process Management Functions:

• Multi-task Workflow• Parallel Workflows • Role based Assignment• Automatic dispatches and routing• Business Rules• Automatic Notifications and Notices• Automatic Alarms and Escalations• Automatic Mails to Citizens• Group Supervision• Workflow log

Better Citizen Experience

BENEFITS

• Better service access• The case context is not lost• Citizens permanently informed• Self-attention capability• Personalized service• Straightforward processes• Adequate answers• Standards compliance

Better Process Operation• 360 Vision of the citizen• Online and on time information• Processes standardization• Resource use optimization• Increase in efficiency• Lower costs• Bottleneck Detection• Better control

Better KPIs• Better Citizen Satisfaction (CSAT)• Better First-call Resolution (FCR)• More Self Service Resolution• Less Average Handling Time (AHT)• Fewer Case Escalation• Better Deadline Compliance (SLA)• Better Net Promoter Score (NPS)

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