These paper-based processes are not only inefficient, but also costly for citizens and agencies. The good news is that many agencies are going digital and paperless. But how do they get started in this process? GovLoop sat down with a panel of experts to discuss how agencies are moving toward digital solutions, the challenges they face in deploying these solutions, and their best practices. GovLoop spoke with the following experts.
Melero discussed the challenges her agency
Faces in managing a wide range of transactions. From green cards to work permits, USCIS processes 3,700 applications per month and 8 million transactions per year through 86 distributed offices. To handle this volume, the agency developed a customer service website to cater to its diverse audience. “Because our customers are so diverse, a single solution would not work,” Melero said.
To successfully handle the high volume
Transactions and meet the diverse customer needs, USCIS built a complete online delivery model that combines face-to-face services, customer service tools, and social media channels. It offers both transactional and non-transactional overseas chinese in australia services, with a chatbot named Emma on standby 24/7 to answer questions. For transactional customers, USCIS has a user-friendly portal that helps file and process documents—reducing the potential for human error.
Listening to your customers is critical
You can’t roll out a digital platform exploring account-based marketing as a b2b strategy without evaluating effectiveness, so listen to your customers.” Using web analytics tools can help you see user paths and roadblocks on your online portal. She also recommends hosting in-person customer tg data focus groups and surveys, and stresses the importance of empathy. 2. More streamlined processes.
Many government forms are complex
and involve multiple steps. Going paperless gives agencies the opportunity to improve operations within departments and stay more organized and connected. Putting forms on one platform creates a more efficient, centralized management system that eliminates multi-step, complex processes across different departments. It’s important to build a model that can handle the document lifecycle from end to end. Making the process more streamlined can also avoid costly revisions.