Consona OneServe Citizen Management:
Enhancing Contact Centre Experiences and Agency Efficiency

Meeting the Demands of Local Government and Its Citizens
Among government's greatest challenges in evolving technologically is remaining effective and approachable at the citizen level, while also meeting transformational goals of cost reduction and increased efficiency. These challenges have been intensified for local governments in the UK by the nation's eGovernment initiative, which calls upon the organisations to transform into interactive service centres able to manage relationships among citizens, businesses, and diverse government agencies.

As expectations increase from growing customer and central government demands, local authorities face a demanding and dynamic operating environment.  Consona offers OneServe Citizen Management to address these requirements – a pre-configured customer relationship management (CRM) software solution designed specifically to meet the needs of UK local government organisations.  The solution offers functionality to help local government authorities streamline processes, increase the speed and accuracy of query responses, and ensure appropriate and comprehensive data is available to all levels of management, on demand.

Empowering Agencies with World-Class Technology
Consona OneServe Citizen Management is built upon Consona’s proven experience in providing local authorities with stable technology to comply with government standards.  Derived from the solution formerly known as Onyx, OneServe provides defined data configuration, process flows and features specific to the way UK local authorities operate.  When applied to Consona Customer Management, local governments can easily define the roles, citizen types, data elements, knowledge components and security they require to quickly implement and roll out the solution.

Key features include:

• Award-winning contact centre centralisation.
• A single, holistic view of the citizen and/or business.
• Multi-department case and workload management.
• A true shared services platform to support a diversity of partnership configurations.
• Industry-leading process management capability monitoring service delivery across departments.
• World-class analytics to support operational and strategic decision making.
• Consona OneServe Citizen Management also integrates with Consona’s knowledge management and self-service solutions, which allow support the process of problem resolution in the support centre, on the web site and in customer communities.