Ebook

Channel Shift: A New KPI for the Public Sector

A Guide to 311 and Local Government Channel Shift Strategy

The digitization of citizen services is not the future anymore: local governments around the world are already leveraging online, self-service platforms to enhance citizen engagement, drive efficiency, reduce costs, and realize quicker ROI.

Verint® has asked a group of Verint for Citizen Engagement™ users based in North America, the United Kingdom, and Australia to share their thoughts on channel shift: delivering and promoting the use of online self-service — where appropriate — over human-assisted channels and counter services.

Read this eBook to discover the key public sector channel shift trends our customers shared with us, and how doing channel shift right can help you elevate citizen engagement.

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