Citizen expectations continue to evolve, with people increasingly engaging across a range of channels throughout their interactions with government. At the same time, many organisations are exploring how to further connect contact centres, correspondence and communications functions to create more seamless and consistent experiences for citizens.
This interactive roundtable will bring together senior government leaders to explore how organisations can create more connected citizen experiences across the full communications journey – from initial contact through to ongoing correspondence and document management. Discussions will consider how contact centres, email, print, digital channels and records management can work together to provide consistent, efficient and accessible services.
Attendees will share experiences, challenges and emerging approaches to delivering high-performing, citizen-centred communications, with humans at the forefront while exploring the role of technology, data and process transformation in creating seamless multi-channel experiences.
Key discussion themes will include:
- Creating a connected communications journey across every citizen touchpoint
- Reducing fragmentation between contact, correspondence and document management functions
- Balancing digital innovation with inclusivity and accessibility
- Using technology and automation to improve efficiency while maintaining the human touch
- Delivering service excellence through joined-up communications and better citizen outcomes
Under the Chatham House Rule, participants will have the opportunity to exchange insights with peers and discuss practical approaches to transforming citizen communications for the future.
This session is by invitation only and places are limited. If you'd like to express your interest in attending, please get in touch info@digital-government.co.uk.
