State and local governments face increasing pressure to manage citizen demand for more accessible and higher quality services, all while operating under significantly reduced budgets. On top of that, expectations around self-service and online access have increased; customers want to identify, initiate and complete service requests without manual intervention.
To effectively manage costs and resources, leaders are shifting towards a person-centric strategy that engages citizens and enables departments to personalize services. A single view of citizen data acts as the gateway to improved service and streamlined operations. Utilizing Master Data Management (MDM) technology to achieve this single view has become fundamental to the successful implementation of a person-centric approach.
Improve customer service by satisfying more inquiries at the first point of contact.
Accelerate the use of digital services and online programs.
Protect vulnerable populations by sharing data across agencies.
Identify high-fliers and better monitor service utilization rates.
Reduce the cost of service delivery with simplified administrative processes.
Inform service redesign initiatives with accurate and complete citizen data.
Investing in MDM is all about creating tangible results. To give you an idea of the benefits available, we thought it might be helpful to share some real outcomes from real customers.
Outcome: Resolution of 95% of inquiries at first point of contact while reducing call handling times by 40%
Outcome: Identification of single person discount fraud presents $1.5m savings over 3 years
Outcome: Administration and assessment times on cases reduced by up to 5 days
With a population of 700,000+ spread over 570,000 square miles, the State of Alaska's Department of Health and Social Services (DHSS) needed a cost effective way to improve service delivery. Download this case study to learn how MDM enriched their master citizen index to answer key business questions.
Which citizens (or demographics) consume which services?
What are the most commonly requested services that we provide?
Where is fraud and error impacting income optimisation initiatives?
Which of my citizens are more likely to take up digital services?
How can we get complete visibility into the interactions of our most vulnerable populations?
How can we ensure we protect the vulnerable through early intervention?
Improve access to health & human service programs and enhance customer service across state, local government and private agencies by deploying a customer-centric approach to intake and referral. The Portico© solution removes administrative complexities by simplifying intake and referral; creating a single point of entry for constituents and furthering the mission of ‘No Wrong Door’.