Improve Agency Response Time & Efficiency
Government agencies provide goods and services to citizens and businesses (customers) for various transactions, from licensing to benefit programs. Some classic examples include water service, business licenses, parking tickets, code enforcement, court dates, driver's licenses, etc. We all interact with various levels of agencies at some point, and their reputation for needing to be more efficient and lagging in modern technology is frustrating.
When agencies implement modern technology that supports self-service through automated solutions, their customers get results faster for an improved customer experience. And, their employees can breathe a sigh of relief when their work burden shifts from menial tasks to more engaging functions. It’s a direction changer and morale booster that improves the reputation and perception of the agency.
Omnichannel Notifications & Communications
With AI-powered interactive voice response (IVR) systems, chatbots or messaging campaigns, customers can get answers to FAQs, report outages, find account balances, submit ordinance violations, schedule appointments, etc. By integrating Plum Voice tools with agency databases and customer relationship management (CRM)s through APIs, customers are connected with requested information or automatically sent notifications through a workflow process. Automation enables a better flow of information and more timely delivery.
When agencies use triggered outbound notifications, customers can quickly verify their enrollment status and receive compliance-mandated messages regarding benefit programs. Agencies can also send reminders to complete outstanding tasks. Agency employees become more efficient as they don’t have to answer calls or handle live appointments for simple, redundant services. In return, customers save time when they don’t have to sit in line or wait on hold to obtain information already stored in a database.
Pay Bills Efficiently
Customers want convenient payment options. Agencies can easily integrate Plum Voice payment processing solutions into their databases and CRM systems, allowing customers to make phone payments for bills, fines, license fees, etc.
According to Digital Transactions, in 2022, 67% of respondents said they made a bill payment via mobile device, compared to 63% who said they made a bill payment through an online portal. They also noted that 20% of consumers prefer mobile devices for digital bill payment, compared to 28% for online portals.
Automation Improves Government Services
Government employees must complete numerous activities, which include multiple tasks. They often work on antiquated or outdated systems that make simple tasks more time-consuming and slow response times. The lack of productivity in government offices causes citizen dissatisfaction, usually caused by not implementing technologies to streamline tasks and automate workflows. Implementing automation can improve workflow efficiency, speed up response times, raise the institutional reputation and create a better work environment.
According to a Deloitte analysis, the U.S. federal government could experience considerable savings by applying AI or automated technologies. More than 25% of working hours (estimated 4.3 billion hours worked annually) and up to $41.1B could be saved with modern technology that automates simple tasks.
Improve the efficiency, responsiveness and reputation of government agencies with automated technologies.
Common Use Cases for Utilities
Automation Toolkit for Developers
Build Applications for Omnichannel Engagements
Plum DEV and Plum Fuse complement and support each other - code in VXML and then manage with a low-code GUI tool - for an agile and flexible experience. Then, use APIs to connect to thousands of data sources, including CRMs, for real-time information.
Plum Fuse Templates - Government
The Plum Fuse Template Center gives users access to a library of pre-built templates for voice applications. Users can choose the appropriate template to build a voice application for their business needs, then customize it to be unique to their brand and business operations. Templates applicable to this industry include:
- Account Inquiry
- Account Inquiry (Dialogflow)
- Account Inquiry ASR
- Payment Application
- Payment Reminder
Secure and Scalable Platform
The Plum Voice platform is built on a fault-tolerant and scalable cloud architecture delivered over a Tier 1 telecom infrastructure with built-in redundancy and designed for 99.9% uptime of your voice applications.
The Plum Voice cloud infrastructure is built to meet rigorous security standards. It has undergone rigorous audits to achieve PCI-DSS, SOC2 and HIPAA compliance and is a Visa Verified vendor.
Benefits for Developers
- Rapid speed to deployment - build in days, not weeks
- Improve ROI
- Flexibility in hosting and coding
- Multiple options for development from GUI to VXML and other coding languages
- Users can host applications outside of Plum Voice in their environment and then tie into Plum Voice's platform for voice carriage
- Integrate the best features of AI engines from Google, Amazon, Nuance, IBM and others to offer the latest in generative AI advances
- Straightforward and easy-to-use APIs
- API calls are included in our pricing for cost savings
- Plum Voice's Professional Services team can develop applications that the user hosts