Is your agency applying industry best practices to support constituents? Constituents expect and deserve quality performance. At the same time, federal, state and local service providers are asked to achieve their missions by doing more with less.

Convergys accomplishes all these objectives for your agency through the combined power of relationship management expertise, innovative technologies and operational insight.

Roughly 24% of Medicare Part D beneficiaries surveyed express dissatisfaction with their coverage and cost. When it was rolled out in 2005, healthcare organizations struggled to meet the demands of overwhelming customer inquiries. The four most important lessons learned from that introduction:

• Serve consumers in their channel of choice
• Use customer data to fine-tune service delivery
• Leverage the contact center to determine demand

We can help your organization understand the dynamics surrounding Part D and can help you keep your customer satisfied.

Is your agency challenged to handle increasing numbers of inquiries via phone and e-mail from citizens and other stakeholders, while still facing mandates to reduce costs?

Our self-service automation and assisted service optimization technologies, licensed or on-demand, can help your agency shift more transactions to automation - reducing costs without sacrificing citizen satisfaction.

• Self-Service to Live Agent - a suite of intelligent products (self-service, notification and call routing) that enables multichannel customer interaction to drive citizen-centric cost reduction
• Intervoice Voice Portal - take advantage of the power of speech and web-based standards to help you provide a personalized experience for citizens

Has your agency successfully shifted document processing to a digital environment? For everything from child support enforcement to Medicare claims processing, our integrated document processing solutions can deliver enormous gains in efficiency and expedite retrieval quickly.

We offer real-world proven back-office solutions for order management, receivables management and integrated document management that incorporate automated work-flow processes. Our solutions simultaneously streamline and simplify essential agency operations.