The government has always prioritized improving citizen communication and taking it to the next level. At present, most government websites put across all the information that they feel is most relevant to the citizens and will help address their queries. This leads to the assumption that the website has all the necessary information that the citizen might require on a day-to-day basis. But this assumption restricts the extra work that the government needs to put in to make it more citizen friendly.
Elimination of human involvement in providing general information
Adding the provisioning of chatbots on government websites is the necessary next step that needs to be taken. The most important aspect of implementing a chatbot is the drop in instances where a physical person needs to address the queries and provide necessary answers. Information on various government departments and agencies can be presented in FAQs and dispensed to citizens through the chat process. The chatbot can also have the day-to-day information required by citizens in their quick-access section which will help with the frequently browsed information. Chatbots are important to facilitate immediate addressal of a citizen query especially regarding the bill and payment related queries.
AI-driven complaint resolution system
This is a key initiative that the government needs to take into consideration while developing their website, keeping citizen query addressal as a focus agenda. Chatbots help citizens in most issues, right from guiding citizens to file their taxes, paying utility bills, applying for various licenses, to pulling out relevant historic records to support requests that the citizen makes from the chat. A ticket ID generated by the chatbot can help the citizen in checking the recent update on the query or issue posted. Apart from this, chatbot can help collect feedback from citizens to keep the government updated on the recent concerns of their citizens and take corrective action to improve the citizen experience.
Having understood the significance of chatbots, CityCloud, an ADVANCE solution, helps in streamlining communication flow between government and its citizens and supports government in improving their citizen engagement with the help of chatbots and automated workflows for various public departments for enhanced citizen addressal.