Major public sector organization
Streamlining citizen experience for a public sector organization
By leveraging Salesforce Experience Cloud along with AWS tools such as Textract and Rekognition, Credera helped a public sector organization successfully digitize the processing of its inbound information requests. This transformation drastically reduced manual effort and processing times, while also minimizing user errors and boosting agent efficiency.
At a Glance
A public sector organization achieved a transformative upgrade to its citizen services by shifting from outdated paper-based processes to a fully digitized platform. By integrating innovative technologies, the organization eliminated inefficiencies and improved user satisfaction, ultimately delivering a better experience for citizens.
The Challenge
Bottlenecks in citizen interaction
A public sector organization faced significant challenges with its citizen service processes. Many citizens struggled with downloadable Word document forms that lacked validation, leading to frequent errors in submissions. This not only frustrated users but also required the organization to pull information from paper records and manually mail certificates back to citizens.
The Solution
Seamless digital solutions for citizen services
Credera took decisive action to revamp the organization's service delivery. We transformed their Salesforce Experience Cloud into a user-friendly, multi-page informational website, replacing offline Word document forms with validated forms powered by Salesforce screen flows. By integrating the Google Places API, Textract, Rekognition, and a secure payment solution, we created a seamless digitized experience, accelerating the flow of information and ensuring accurate form submissions.
The Results
Increased efficiencies and improved citizen experience
The new platform reduced manual effort, user errors and response times. By digitizing previously offline processes, the organization not only streamlined its operations but also encouraged greater citizen engagement with its services.
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