The public sector faces unique challenges in providing effective citizen services.
Here are some of the critical pain points that can hinder efficiency and citizen satisfaction.
Your time is valuable. Connect with one of our healthcare CX specialists to discuss your challenges and discover how our solutions can help you achieve your goals.
The impact of a unified communication platform can be measured in lives saved and costs reduced.
The new service is estimated to have saved the local health and care system up to £4.7 million.
The service line received nearly 10,000 calls post-implementation.
There was a 16% reduction in the number of overdoses.
Fewer people needed to be taken to A&E by ambulance.
A&E mental health admissions were reduced by 19%.
Calls to the 111 option 2 number did not require a visit to A&E.
Luware's solutions deliver tangible improvements in citizen engagement and operational efficiency by transforming how you serve your community. From triaging incoming calls to automating routine tasks, here are concrete scenarios for better citizen outcomes.
During peak times, Luware Nimbus gives callers the option to opt out of a voice queue and into a WhatsApp interaction, which an agent can manage at a more suitable time.
The system checks against a CRM to identify if a caller is vulnerable and provides a distribution priority to ensure they reach the queue quicker.
Replace a classic IVR with a Virtual User that understands what a caller is asking for, such as "bees in their loft," and routes them to the correct department, like pest control. This speeds up resolution and minimizes call transfers.
A Virtual User can detect the urgency of a call, such as a citizen without heating, and automatically escalate it to a crisis response team.
Guide citizens through a ticket creation process using natural language understanding. This streamlines admin processes and reduces form errors.
A Virtual User can instantly reply to citizen questions like, "What is my bin day?" by using data from an external database. This reduces call volumes during busy periods and improves citizen satisfaction with 24/7 availability.
A Medical Professional can send a patient a message via an adaptive card to easily initiate follow-up tasks such as booking a new appointment. This reduces manual tasks and increases the number of appointments that can be carried out.
Outbound workflows can be configured to automatically call citizens with a personalized message reminding them of upcoming appointments or to carry out a post-treatment check-in.
Derby City Council revamped its outdated telephony system using Luware Nimbus, achieving enhanced efficiency, remote work flexibility, and improved service delivery for 5,000 users across 95 buildings...
Our dedication to security goes beyond promises. We provide solutions that meet the stringent requirements of healthcare data regulations worldwide.
Local government agencies are under increasing pressure to deliver exceptional citizen experiences and improve operational efficiency. A lack of digital engagement is a key driver of citizen dissatisfaction and a growing challenge for the public sector. The following data highlights the urgent need to invest in modern solutions that transform how you serve your community.
Luware’s solutions are designed to address key pain points in the public sector, such as long wait times, manual workflows, and communication silos. By centralizing all citizen interactions on a single platform, we help agencies deliver faster, more efficient, and more transparent services.
Yes, Luware provides solutions that meet stringent security and compliance standards, including GDPR, ISO 27001, and SOC 2 Type II. Our solutions also support compliance with country-specific regulations like UK GDPR, the Data Protection Act 2018, and the Swiss FADP.
Yes, Luware Nimbus uses a Power Automate connector to integrate with a wide range of third-party systems and databases. This allows you to leverage existing data, automate workflows, and create a holistic view of the citizen journey without needing to replace your core systems.
Luware enables a two-way dialogue with your community through a unified platform. Features like multichannel support and automated updates help you keep citizens informed and engaged, which in turn builds trust in your agency.
Luware Nimbus is compatible with desktops, iPads, and mobile phones, allowing your team to work from anywhere with an internet connection. This helps you maintain service continuity and operational resilience, even during crises.
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