Local & central government

The challenges facing local and central government seem unrelenting. You’re tasked with reducing customer reliance on letters for council tax and benefit statements, invoicing and processing whilst encouraging uptake of Direct Debit payments. This is hampered by having to operate in an environment of budget constraints requiring you to cut the ‘cost to serve’. However, customers expect immediate responses and the expense of dealing with customer call volumes is increasing. Then there’s the governmental pressure to automate and digitise services. And, of course, the impact of legislation changes such as the new GDPR legal framework.