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Whether through a portal or via more traditional means, new and enhanced processes contribute to delivering better service to citizens and government employees. A strong, reliable platform changes how your agency interacts with others, delivers new services, complies with regulations and mandates, and communicates with outside parties. Employees spend less time on manual tasks and focus on innovative, value-producing activities. Communication with all audiences is automated and timely, and processes are streamlined and integrated with core systems.
Meeting the goals of improved and expanded service offerings, online service delivery, intra-departmental collaboration, recordkeeping compliance and a continual focus on reducing costs requires government departments to seek innovative ways to deliver services and conduct their operations.
A Merit solution can help government organisations solve many business problems: from ministerial correspondence management to case file management. The process of solving these business challenges also enables organisations to implement enterprise-wide process management at the same time.
Organisations benefit from improved operational effectiveness; are able to capture and re-use the knowledge inherent in the organisation's processes; and are assured of full accountability and security of information, decision-making processes and recordkeeping practices.
Government departments better serve constituents and contain costs by more efficiently managing processes, including those for:
- Citizen services
- Citizen response systems
- Operations
- Correspondence management
- Case management
- Facilities management
- IT Helpdesk
Other process-centric demands include:
- Tracking and managing correspondence to ensure action within time frames required.
- Streamlining operations by automating manual, repetitive processes to increase efficiency and accountability
- Advancing and fulfilling departmental missions by automating unique processes to ensure that appropriate levels of people, information, and systems are involved
- Protecting privacy and implementing security controls for sensitive information
- Leveraging the investments in your portal and existing systems so that process data is reliable, secure, scalable, and timely.
Organisations are using Merit solutions to more efficiently manage business processes, including:
- Correspondence management
- Service agreement management
- Internet customer service
- Call Centre service
- Problem resolution management
- Customer inquiry
- Service request fulfilment
For more detailed information about how Merit Technology can assist Federal Departments, visit the Merit CRM and Merit CMS overviews.
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