Spectos Solutions for Public Services
Customized, flexible and automated solutions for managing and improving service quality and customer satisfaction for public authorities and administrations.
Enhancing Public Sector Companies: More Participation and Efficiency Through Continuous Monitoring and Targeted Quality Management
Customer focus is essential for public sector organizations. Understanding the needs of your target audience is the best way to respond and tailor your services. Give your customers more room to participate and make a positive impression with outstanding service quality. We develop customized solutions that can be easily and flexibly integrated into existing organizational structures.
Our approach to effective quality assurance in public services
Easy Implementation
Customized solutions with flexible integration into existing systems and infrastructures
Comprehensive approach
Multi-channel data collection, automated analysis and efficient support tools
Central Platform
Continuous quality monitoring and strategic, data-driven decision-making
Impress with high quality service
Ensure a demand-driven offering through the highest level of customer focus
We solve the challenges that can arise for public service organizations through
- Lack of understanding of changes in citizen and customer needs and preferences
- Difficulties in developing products and services to meet changing demand
- Inability to identify and implement performance improvement measures
- Lacking transparency with respect to the timeliness and quality of delivery of key information, documents, and promotional materials
- Long wait times to resolve concerns and delayed responses to inquiries and complaints
- Lack of ability to verify and ensure compliance with standards and contractual agreements
Combine the best quality management and customer service applications in one platform
From checking the quality of delivering important mail and advertising, to analyzing employee and customer satisfaction surveys, to tools for systematic request management: Our performance management software gives you centralized access to all your public service solutions. The web-based SaaS platform offers flexibility and expandability. This allows you to gradually build your individual success strategy.
About the Spectos Real-Time Performance Management™ Platform
Components for Continuous Quality Monitoring & Management
Customized monitoring system according to your objectives
Automated collection, processing and analysis of CX data
Customized KPI reporting in a central platform (e.g. CX, lead times)
Flexible satisfaction surveys at key touchpoints along the customer journey
Transit time measurements to evaluate service and delivery quality
Advanced technologies like live trackers and RFID
International panel for mystery research and targeted service reviews
Address data verification to detect data leakage
Want to learn more about our Public Services solutions?
Please contact me, Katja Peschke, if you would like to talk to me.
Benefits for public service organizations
- Flexible, customizable enterprise solution
- Continuously measure and identify customer experience metrics
- Improved request and complaint management and customer service efficiency
- Insight into the performance of delivery partners based on hard and soft factors (e.g. delivery times, customer satisfaction, …)
- Decision-making for partnering with carriers in certain regions or for certain types of shipments
- Targeted quality management based on daily updated information
- Easy identification of deviations and anomalies in the delivery of letters and packages
Case studies on public service solutions
Selected Customers
