Entitlement programs provide services that citizens absolutely rely on leaving no room for service delays or barriers to access. But the government resources available to support these vital services are either static or shrinking at all levels of government. Our citizen relationship management solutions can help your agency improve the quality and efficiency of enrollment processes, eligibility determination, benefits and claims administration, and enhance overall citizen relationships.
Benefits
We help your agency achieve measurable results, such as:
- Simplified access for citizens with diverse needs
- Enhanced citizen satisfaction by providing specialized care
- Improved contact center efficiencies and fraud management
- Reduced costs through increase in self-service automation
- Improved efficiencies in citizen customer service
Our portfolio of solutions includes:
Our Portfolio of Solutions Includes
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.
Citizens call your agency for multiple reasons. Do you know ...
- How to measure satisfaction in every channel?
- Which improvement initiatives optimize your service delivery?
- What information to capture to ensure quality?
Our Global Entitlement Consulting team applies techniques grounded in best practices and decades of experience to help agencies improve the quality of service delivered to citizens. We leverage our proven process knowledge, data-driven operational and technical skills, and extensive analytical capabilities to help your agency improve efficiency and service delivery.
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.
How does your agency identify the right balance between potential recoveries from past-due accounts and the costs of pursuing them? Our Accounts Receivable Management solutions are driven by powerful, proprietary tools that use sophisticated modeling to deliver weighed and targeted account-level strategies to maximize recovery.
With our balanced approach, we use highly trained, professional agents to work accounts with the greatest likelihood to deliver the highest recoveries. We supplement these agents with low-cost automated tools for low-recovery accounts, resulting in higher net returns.
Is your agency making the most productive use of its most important resource– your employees? We can help you better manage complex workforce challenges by turning everyday employee interactions into workforce insights to drive better decisions.
Our comprehensive Human Capital Management solutions optimize employee relationships across the employee lifecycle while leveraging proven approaches and best practices. These best practices improve organization effectiveness while lowering operational costs and quickly driving improved effectiveness into the full range of administrative transactions.
