Citizen services require a help desk to ensure that anyone wishing to avail these services have a go-to place that is friendly, and can help solve issues. In governments, both in advanced and developing countries alike, a common resentment among citizens is the difficulty with which services are accessible. Another common issue is that the servicing department or a project cell is seldom aware of the problems faced by the stakeholders they try to cater. A proactive help desk that seeks to enroll the right citizens for a given service and to minutely resolve consumer issues, significantly enhance the public image of the government department. MGRM provides a holistic 3600 Service Help Desk Management service that is custom created for your needs. A comprehensive listing and detailing of all services clearly listed, classified, and easily accessible to the end user. Services can be directly accessed from the directory. Details of the service, including Frequently Asked Questions, are addressed, along with a Quick-Access Video that enables the citizen to be up and running in terms of the service. MGRM shall study and implement a self-service portal, through which manual intervention, as well as training are minimized and even eliminated. Users shall enter their issues, and view remedial solutions, as well as escalation processes that are related to the service they seek. This helps cut down service loads by more than 75%, simultaneously leading to citizen satisfaction. The search returns results of common issues and how they are resolved, as well as links to a Knowledge Bank. MGRM shall study and implement a self-service portal, through which manual intervention, as well as training are minimized and even eliminated. Users shall enter their issues, and view remedial solutions, as well as escalation processes that are related to the service they seek. This helps cut down service loads by more than 75%, simultaneously leading to citizen satisfaction. The search returns results of common issues and how they are resolved, as well as links to a Knowledge Bank. A comprehensive knowledge base is implemented on your behalf, which are accessed by experts and lay users alike. Common service requests, become part of the knowledge bank. In addition, expert deliberations, policy clarifications, and others are also made available to the other specialists and citizens at large, towards generating a larger buy-in for the service, and towards development of good governance aspects such as transparency, participation, efficiency and others.
MANAGED SERVICES
Help Desk
Service Help Desk
Key issues in implementing a full service help desk include
MGRM Offering
Key aspects that provide flexibility in the offering include
Service Directory
Self Service Portal
Self Service Portal
Knowledge Bank
MGRM Advantage
Benefits
Integrated services help desk for your government Ability to schedule staff and experts towards extending help Build-in Knowledge Bank
