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Research Repository
Best Practices: Multi-Channel Integration

Author(s) Service Transformation Committee
Sponsor(s): Government of Canada
Published: 6/20/2003
Dataset: N/A
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Overview

A thirty slide presentation on best practices within the private, federal public, and provincial public sectors concerning multi-channel integration.

Key Topics: Channels, Service Delivery
Scope:

Key Findings

  • Understand your client base; Client needs and service improvement should drive multi-channel service delivery. (Private Sector)
  • Value frontline staff, and endorse technology adoption. (Private Sector)
  • CRM is the cornerstone of every approach. (Private Sector)
  • Ensure consistency in channel experiences and do not outsource client experience. (Private Sector)
  • Migrate to self-service, and create CCC. (Federal Sector)
  • Lack of consistency around GoC branding. GoC offers many complex programs, therefore private sector strategies may not be applicable. (Federal Sector)
  • Service type impacts channel strategy. (Federal Sector)
  • Client segmentation is necessary to improve service delivery. (Federal Sector)
  • Provincial governments appear to be interested in adding federal services to their delivery network. (Provincial Sector)

Details

Statistics: N/A

Strategic Uses: Government wide overview on multi-channel integration; general information useful for channel strategy.

Comments: N/A


Record Last Updated: 7/14/2003 10:33:36 AM
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