• There are no suggestions because the search field is empty.

Customer Service Excellencein the Public Sector

Overcoming the complexities of siloed data and diverse citizen needs to gain a holistic view is now simpler than ever.

Luware Nimbus is the unified platform designed to provide a complete understanding of the citizen journey, all in one place.

Discover Solutions

Talk to an Expert

Understanding your citizens:

The foundation of effective governance

 

Government agencies today face the crucial task of building a holistic view of the customer experience. This means putting themselves in their clients’ shoes to truly understand their journeys as they navigate public services. By identifying what delights or displeases citizens, agencies can pinpoint areas for improvement and ultimately deliver better outcomes.

 

The challenges in achieving this comprehensive understanding can be daunting. Siloed data, complex processes, and diverse citizen needs can make it difficult to gain a unified perspective. However, the imperative to connect with and understand the people you serve has never been greater.

Achieve a holistic customer view

with Luware Nimbus trough..

Streamlined interdepartmental collaboration

Facilitate seamless communication and collaboration between different government departments to resolve citizen inquiries

Real-time data and analytics

Gain insight into communication patterns and departmental performance, enabling data-driven strategies that enhance service delivery.

Citizen-centric solutions

Empower public organizations to engage with citizens more effectively, responding to their needs with timely updates and clear information.

Robust security

Protect sensitive personal data with cutting-edge security measures, ensuring compliance with regulations while safeguarding public interests.

Adaptability and scalability

Tailor solutions to fit the specific needs of diverse public sector organizations, regardless of size or complexity.

Enhance citizen
satisfaction

The success of public sector organizations hinges on the delivery of positive experiences for citizens. High satisfaction levels lead to greater community trust and engagement, which are essential for effective governance. Studies have shown that improved service ratings directly correlate with increased public support and funding opportunities.

To elevate citizen satisfaction, public service providers must invest in efficient communication solutions. Luware Nimbus integrates powerful contact center capabilities directly within the Microsoft Teams platform, which many employees are already familiar with.

Deliver citizen-centric services with Luware Nimbus by efficiently routing calls, emails, and chats to the appropriate personnel. Empower citizens with self-service options and automatically record interactions for quality assurance, fostering a superior experience that encourages engagement and trust in public services.

What our clients
are saying

Kent County Council Achieves 44% Improvement in Call Answering with Luware Nimbus

 

Luware Nimbus's implementation significantly enhanced the pension department's call handling, achieving a 44% improvement in answered calls (now 95%), an average 30-second queue time, reduced transfer rates, and improved first-call resolution.

Caroline Howick Kent County Council
Read Full Case Study

From On-Premises Solution to 1 Million Calls In the Cloud

 

With Luware Nimbus, we maintained a seamless service during tax season (up to 1 million calls/month), improved operational efficiency, and enhanced the user experience thanks to the MS Teams integration.

Marc Vandersmissen SPF Finances Belgium
Read Full Case Study

Transforming citizen services with a modern contact center

 

By implementing Luware Nimbus, we significantly improved our contact center operations. The new system enabled better call handling, provided intuitive reporting through Power BI, and allowed team leaders to make real-time script changes. This resulted in enhanced efficiency, improved service delivery, and greater flexibility for remote working.

Kathy Anderson Derby City Council
Read Full Case Study

New Mental Health Service Line Saved an NHS Trust £4.7 Million

 

By centralizing all communications in Teams, significant results were achieved. The effect on Emergency admissions was profound. Eight months post-implementation, nearly 10,000 people called:

  • 97% of calls to the 111 option 2 number did not need A&E

  • 26% fewer people needed to be taken to A&E by ambulance

  • 25% fewer people needed A&E for mental health problems

  • 19% reduction in A&E mental health admissions

There has been a 16% reduction in the number of overdoses and estimates show the scheme could have saved the local health and care system up to £4.7m.

NHS
Read Full Case Study

With Luware solutions,
you can:

LUW_Industry_header-usp (5)

 

Reduce wait times

Quickly cater to callers by automatically transferring calls to the most suitable employee. And when all lines are busy, offer customers a callback.

LUW_Industry_header-usp (6)

 

Increase first call resolution

Capture customer details through the interactive voice response system. Provide agents with all the customer information they need to effectively resolve issues.

LUW_Industry_header-usp (7)

 

Guarantee quality service

Automatically record all contact center calls for training purposes and quality assurance.

 

 

LUW_Industry_header-usp (8)

 

Book a Demo

Find out how Luware Nimbus can transform your customer interactions.

Talk to an Expert

 

Meet compliance regulations

In the public sector, adherence to strict compliance regulations is essential for maintaining the integrity and trust of public services. Organizations must navigate a complex landscape of laws and guidelines aimed at protecting sensitive information and ensuring accountability.

Non-compliance can lead to significant repercussions, including financial penalties ($50,000 for HIPAA violations) and reputational damage. It is vital for public sector organizations to leverage solutions that have been designed with compliance in mind.

All Luware solutions are SOC 2 Type II certified and undergo regular internal and external audits to guarantee adherence to applicable regulations. With Luware Nimbus, you can seamlessly integrate conversation recording across all communication platforms, simplifying the process of meeting compliance requirements and ensuring that sensitive information is always protected.

iStock-1244522220-scaled-1200x800-1-1024x683

Luware benefits for the
public sector


Improved citizen Engagement

Facilitate better communication with citizens, increasing transparency and trust in public services.

 LUW_Industries_Public-sector-licon (3)
 

 


Data-driven insights

Use analytics to track performance and optimize services based on user feedback and interactions.

 LUW_Industries_Public-sector-licon (1)
 

 


Save time & resources

Streamline workflows and automate routine tasks to reduce operational costs and optimize staffing, allowing you to do more with less.

 LUW_Industries_Public-sector-licon (4)
 

 

 

 

Optimizing public sector performance through remote & mobile work

 

Public sector frontline workers are the primary point of contact for citizens. Empowering these mobile professionals to operate effectively on the go is crucial for optimizing service delivery. Luware Nimbus provides the solution with tools for efficient work organization, secure access to critical information, and seamless task management from anywhere. This results in faster response times, better field decisions, and more satisfied citizens.

 

Integrated with Microsoft Teams, Luware Nimbus also enhances collaboration and communication across your organization, enabling frontline workers connect easily with back-office staff for quicker problem resolution and a unified approach to public service.

 

Empower your mobile workforce with Luware Nimbus to enhance your organization's ability to deliver excellent public service and build stronger citizen relationships.

 

 

With Luware solutions,
you can:

Work from anywhere

Luware Nimbus is compatible with desktops, iPads and mobile phones. You can acess the contact center solution from any device with an Internet connection.

Leverage chatbots and virtual assistants

Train virtual assistants using your organizational data to support employees and customers.

Automate routine tasks

Create efficient workflows with the drag-and-drop workflow builder.

Luware’s customer experience solutions
for the public sector

Luware Nimbus

Contact Center as a Service
  • Distribute calls and tasks to employees and service lines
  • Integrate business tools and automate routine tasks
  • Get detailed reports about your call center
Learn More About Luware Nimbus

Luware Recording

Call Recording as a Service
  • Automatically record conversations across all platforms
  • Store conversations for legally required periods
  • Get valuable insights from AI
Learn More About Luware Recording

Schedule a free call
with our experts

Is your organization ready to enhance communication and service delivery for your community?

 

Reach out to us today to learn how Luware Nimbus can empower your team to better respond to citizen needs and create a more efficient, transparent service.