E-Gov can also assist you in accepting electronic payments for your services etc. on-line, so these can be completed remotely by the public without the need for personal interaction. These can be via Bank transfer or credit /debit card, but will also need to involve ACG & a new business process.
Service Level Agreements (SLA's)
E-Gov can assist you to create SLAs with both your customers (internal & external) e.g. 48hr response to a query or 7 day turnaround of applications and then with your suppliers to support your these customer SLAs .
Key Performance Indicators
These are considered essential measurements of the effectiveness of your processes, which will be lead indicators of whether you are likely to meet your SLAs or output measures (e.g. average time to answer phone may be a lead indicator of customer satisfaction or number of times another Gov. dept meets their SLA to provide info to you, could be a lead indicator of whether you meet your customer SLA for delivery of the final service.
A special form of the MTI survey designed for those depts. with competing services to the private sector. Giving you information on the publics likes & dislikes of their services, the market share & helping you create a marketing plan.
E-Gov can advise you on the use of Focus Groups where you or a third party interview your clients or a x-section of the public to further explore shortcomings or proposed improvements to your services. Our MTI surveys include the question: "can we contact you " – so you can pre-select those with the most interesting comments in the feedback.
Customer Journey Maps
E-Gov can assist you in not only objective (e.g. number of customers and subjective measures (surveys measuring overall satisfaction ) but also the gathering of more granular detail of customers feelings and opinions during a business process. This is called a journey map and if used in conjunction with business process mapping , KPIs & SLAs it can be used to pinpoint bottlenecks or "pain-points" within the process, that would otherwise have been missed by just looking at the eventual outcomes. This is a very useful method for turning average service into exceptional service.
E-Gov can assist you in the process for using "Mystery Shoppers" to gain further insight into your service. This is basically someone hired by you to pretend to be a customer, who could then give you feedback on both your staff & the process (maybe completing a journey map).
"Crowdsourcing is an approach to public problem-solving that uses online tools to break a problem down into manageable tasks and engages people to voluntarily help produce those tasks. "
Online Collaboration Tools
E-Gov use a variety of cloud-based collaboration tools for sharing information and automating and speeding up processes and these can be shared with your department, if you are not already using them. Current examples are: YAMMER; HUDDLE (both for multiple people in different areas to share documents and jointly develop a design, business case, budget etc.); SURVEY MONKEY (to easily perform electronic surveys or gather information that is automatically processed and available on-line to multiple areas); BASECAMP (for simple project management); DROP BOX (for large data storage in the cloud for easy sharing by others internal or external to govt). SHAREPOINT is also a candidate.