AUTHORITY CONTACT
Citizens' meeting with the authorities
​The public sector offers citizens several channels and contact points, including: telephone, attendance, e-Box, online self-service and social media, as well as information on their own websites and in local newspapers. For authorities and administrations, it can be a difficult challenge to keep track of how the various channels are experienced by users in relation to relevance and satisfaction. Plan Gruppen's contact analysis sheds light on citizens' experiences in contact with the public sector.
The analysis may include:
Contact experiences across channels
Contact experiences for specific channels
Contact experiences in Citizen Service
Contact experiences in the Jobcentre
Contact experiences for departments