Customer service in government is changing with new technology and a new culture of responsive and efficient service. InTelegy can assist your organization in leading the way to modernize your service delivery model, enabling safety net clients to get services they need, when they need them.
The new service delivery model includes the improvement of all channels of access including the experience a client receives when they walk into your lobby. InTelegy’s Lobby Modernization incorporates technology advancements, process improvements, building and structural improvements, fulfillment of ADA requirements and lobby beautification.
Business process redesign is fundamental in the work InTelegy does with Government Agencies. Creating repeatable, predictable and standardized processes enables your organization to increase and improve the client experience.
The culture of Government Services is radically shifting to deliver services to families more rapidly, efficiently, and with the dignity of the client experience in mind. Data Driven Management practices enhance and train management and operations teams to view and analyze data for daily operational adjustments and continuous improvement.
Working closely with your operations teams, InTelegy takes a holistic approach to redesigning the service delivery model to ensure that operations are set up for success in delivering the desired client experience. The first step is a thorough analysis of how customers contact you and how work gets done with recommendations for short and long term improvement and modernization.
A Call Center is an integral and complex part of the service delivery model. An accessible, easily navigated and responsive call center will make a significant difference in the customer service your organization provides.
The use of technology to advance the client experience to automate a standardized business process is our core competence. Technology provides easier access for the client, more efficient processing for the staff and new insight into trends, volumes and service delivery outcomes for management.
The InTelegy customer service training development series has been developed specifically for customer service strategies in Government Services. Our training curriculum is designed to maximize both the efficiency and effectiveness of both staff and management in a changing environment.
Partner with InTelegy and your organization starts the process equipped with the best information available from those who have been there before. Along with the use of detailed project plans, InTelegy draws from a set of over 300 templates and examples garnered from over ten years of experience working in Government Services, as well as up-to-date best practices from active service delivery implementations statewide.