I like the term the citizen consumer. Each one of us is a citizen and also a consumer. We deal with governments at multiple levels (local, state, federal) and we deal with companies as consumers / customers. Commercial companies are in fierce competition for our money, so they need to provide excellent services and experiences to win us as customers. We, as citizens, want the same service that we get as consumers when we deal with our government.
Governments know this and are acting. The US Federal Government has passed an executive order to transform customer experience and service delivery while the German government has passed the Online Access Act (Onlinezugangsgesetz, OZG).
Governments are very different from commercial companies in many ways and have many unique processes and requirements. Despite this, governments can still use commercial software for many processes, often with few modifications or customizations.
A good example is the SAP Endorsed App, LIVE CONTRACT Public by SYNCPILOT.
LIVE CONTRACT Public by SYNCPILOT is a platform for governments to provide online digital services to their citizens. It will enable ad-hoc meetings as well as provide online appointment scheduling where citizens are assigned to an available agent using skill matching to best fulfill the citizen needs.
During the online meeting , the government worker and citizen can interact barrier-free and share information through presentations, co-browsing, screensharing, whiteboards, videos, voice, etc. They can even complete and legally sign documents / forms electronically and securely together in real time - without changing media. The use of voice and video is done entirely in LIVE CONTRACT without the need for any additional 3rd party software / systems. LIVE CONTRACT will enable governments to digitalize and improve service with minimal effort as it was designed to seamlessly integrate into existing back-office systems and processes. It can be deployed rapidly without the need to replace existing back-office systems.
Built on top of the SAP Business Technology Platform (SAP BTP) LIVE CONTRACT Public by SYNCPILOT is a SaaS offering that supports strong data privacy policies and is GDPR compliant. SYNCPILOT is the winner of the SAP Global SAP Customer Experience Partner Excellence Award 2022 for SAP Business Technology Platfor....
The City of Heidelberg is already using LIVE CONTRACT as “Virtuelles Bürgeramt” to improve the service for its citizens. –You can find a 2-minute video here showcasing its use. It is in German language but you can switch on closed captions and auto translate to any language.
More details can be found on the SAP Store listing and on the SYNCPILOT site.
Please send me a message here or reply with comment below for more information and to discuss further.
