Industry Solutions
State and Local Government
State, local, regional, and provincial governments worldwide rely on RightNow®’s proven on demand CX solutions to deliver exceptional constituent experiences while reducing operating costs including, ACS Espana, Canberra Connect, LACERA, Rotherham Metropolitan Borough Council, State of Indiana Office of Technology, and State of Pennsylvania Department of Revenue.
Chances are your agency is overwhelmed by constituent inquiries. It can get pretty difficult just to keep up, let alone improve on the interactions. You want to provide an exceptional constituent experience, but it seems impossible given your shrinking budget. RightNow lets you deliver the right information across all communication channels to economically provide a consistent and satisfying customer experience.
Meet Rising Expectations With A Tight Budget
The New York DMV Did It
At least 97 percent of their website visitors help themselves to the information they need online without an agent, thanks to the RightNow CX software solution. They’ve cut email inquiries by 80 percent. Their staff is more efficient and their customer experience has improved.
So Did The Illinois Department Of Revenue
A central, dynamic knowledge base of 500 questions and answers has enabled them to cut inbound email volume by 83 percent in one year. Content changes based on the latest inquiries ensure that they’re always in step with constituent needs.
Gloucestershire County Council maintains 24x7 Communications During An Emergency With RightNow
Planning now for the next disaster is good advice. You can learn from the success of Gloucestershire County in the U.K. The local government kept citizens up-to-date on changing road conditions, where to find fresh water and other valuable details while massive floods damaged 50 schools, 500 businesses, and 4,000 homes. The Gloucestershire website, with web self-service hosted by RightNow, was the only way the local government was able to communicate nonstop with citizens throughout the disaster.
With The RightNow Solution, Your Agency Can:
- Reduce inbound calls and emails to save time and money
- Personalize interactions with a 'single view' of any citizen, employee, or business
- Assure immediate access to consistent, accurate and up-to-date information across all channels
- Streamline communications with other agencies
- Deliver measurable eGovernment success
Related Information
Scan the items below for the information you want next. You can place any of these items in your Briefcase, or click the link to read it immediately.
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Case Study: State of Colorado Department of Revenue
RightNow helps with tax season survival
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Research & Analysis: Nucleus Research ROI Case Study 2008
Colorado Department of Revenue
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Case Study: State of New York Department of Motor Vehicles
A multi-channel RightNow deployment improves service and cuts costs at the DMV
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Research & Analysis: Decision Matrix: Selecting a CRM Vendor in Government
CRM provides compelling answers to the challenges facing government – improving operations and delivering better service.
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White Paper: Customer Service Meets Social Media: Best Practices for Engagement
As big a game changer as social media is, all the basics for providing service still apply. You’ll have to adapt to not owning the channels you use for service and redefine your guidelines for engagement.
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White Paper: Governing in a Time of Change: Five Ways to Improve Constituent Services
New strategies that increase efficiency while championing the cause of the happy constituent.
Greg Gianforte