City of Barrie Elevates Citizen Engagement with Verint Solutions

The delivery of exceptional customer service is challenging for the modern enterprise or SMB, but moving to a municipal level the scale jumps dramatically.  Citizens require services, and when problems arise they call the city. Engaging citizens adds to civic pride, a bustling city and a happy citizenry.

The City of Barrie, Ontario announced the selection of Verint’s Engagement Management solutions for government and public sector.  The deployment will impact citizens and city employees alike with back-end as well as front-end enhancements.

As a result of project, citizens can take advantage of automation for self-service when attempting to renew a business license, pay their water bill, purchase transit passes and more. City employees can enjoy robust support while on the phone, in person or chatting online with a citizen.

Specifically speaking, the City of Barrie is leveraging Verint’s (News - Alert) Business Intelligence, Employee Desktop, Integration Management, Search, Chat, Knowledge Management, Customer Portal, Forms as well as Case Management.

Rebecca James-Reid, Executive Director, Access Barrie for the City of Barrie, says, “While our city is growing, our citizens’ expectations are changing. They want to do more things digitally, and that includes interacting with city government via self-service across a range of online channels. At the same time, when they have more complex questions or requests, they want to be able to engage with service agents who are knowledgeable, efficient and deliver assistance quickly. Verint’s solutions can help us meet these expectations, creating operational and cost efficiencies while providing first-class service for our citizens across their channels of choice.”

Engaging citizens in critical in creating a strong municipality, much like businesses fighting to keep customers a city must provide the population with exceptional service levels.

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Edited by Maurice Nagle