While most citizens still contact their central and local government bodies by phone, more than half would prefer to use web-based tools such as email, chat, or online self-service applications.
And such tools are also more cost-effective, claims Kana, which specialises in eCRM applications – while it costs up to £10 per call for an agent in a contact centre to field a customer query, emails can cost as little as £3 to respond to, it says.
According to a global survey undertaken by the company, some 53 per cent of citizens believe that the mechanisms currently available for them to interact with governmental organisations are inadequate.
About 78 per cent indicated that the telephone is still the best way to receive a timely answer to a query, but 55 per cent said they would like an online alternative.
Alf Saggese, Kana’s managing director for Europe, the Middle East and Africa, said: “This survey reveals that although constituents’ expectations for high levels of service in the public sector are in line with that of the private sector, government agencies continue to fall short in that area.”