Customer Journey Solution | Customer Experience | Government - NEXA

GOVERNMENT: THE CUSTOMER JOURNEY

“The real time reporting capabilities of Q-Flow means we now have timely, accurate information upon which we can evaluate choices. We have the data to make informed decisions to keep improving our service to the public.”

Anton Dowling, Acting Branch Manager, Medicare

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GOVERNMENT: THE CUSTOMER JOURNEY

“The real time reporting capabilities of Q-Flow means we now have timely, accurate information upon which we can evaluate choices. We have the data to make informed decisions to keep improving our service to the public.”

Anton Dowling, Acting Branch Manager, Medicare

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Every customer interaction matters

NEXA’s Customer Journey solution for Government assist across Local Council, State and Federal Departments, to streamline their customers’ journeys and make every interaction matter.

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Streamlining Government Services

Our experienced consultants and robust technology solutions are a catalyst to improving the Customer Experience across all customer-facing Government services, and help drive operational efficiencies.

NEXA Service Design Solutions for Government streamline the customer-service process, and simplify even complex multi-step procedures, optimising the experience for staff and customers.

Whether you’re a Local Council requiring a simple queuing solution or a large Government Department needing a sophisticated, multi-dimensional customer journey management solution, our Service Design Solutions are scalable and deliver results.

NEXA’s Customer Journey solution for Government offer:

A robust, real-time Customer Journey Optimisation platform with a proven track record (Q-Flow)

Experienced consultancy services to enhance the Customer Experience

Appointments Scheduling, Queue Management, Workflow Management, Self-Service Apps, Digital Signage

Ongoing support for successful implementation

Benefits include:

Eliminating queues and minimise wait times
Reduced customer frustration and improved staff morale
Real-time data for management transparency
Reporting and analytics for informed decision making
Improved resource management during peak periods.

Government organisations we already partner with:

NEXA’s Customer Journey solution for State and Federal Government

With NEXA, your organisation can manage every aspect of customer flow through your Service Centres, including client identification, routing according to individual information, skill-based routing, load balancing, customer feedback and much more.

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Real-time reviewing
From the branch level up, your managers will be able to see how many people are currently being served, how many are waiting, what services they are waiting for and how long they are waiting.

Using this data, they will be able to see trends developing – e.g. peaks and troughs in customer volumes, transaction types, queue wait times, queue lengths at different times of the day and on certain days of the week.

Learn, use, share
Because NEXA’s solution provides comprehensive data at both branch and enterprise level, your organisation can begin to identify where and how its own best practice occurs, and seek to replicate it more widely. This not only assists managers and staff in improving service delivery, it also improves consistency across your organisation.
Read the case study: Service New South Wales>

NEXA Service Design Solutions for Local Councils
We offer a flexible and cost-effective solution to meet the specific needs of each Council, regardless of size. By actively managing and directing each step of the customer journey in your Service Centre, customers’ needs are met and staff are empowered to deliver outstanding service. Management also have access to reports so they can monitor service levels, wait times, services provided, volume of customers and more.
Read the case study: Black Town City Council>

NEXA’s Patient Journey solution is designed to optimise the patient journey, manage the patient experience, reduce operational wastage and give a whole-of-organisation view in real time.

Find out today how we can streamline your customer journey.

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