Press release 8 June 2004
£1.5 BILLION BEING WASTED ON EXCESSIVELY COMPLEX E-GOVERNMENT
According to Transversal (www.transversal.com), the e-service software company, the drive for e-government is not being fulfilled. It estimates that 1.5 billion GBP is being wasted on complex and expensive CRM systems, yet local and central government services and websites are no more accessible to citizens than before. Transversal argues that simple, cost-effective self-service applications hold the answer for improved and immediate e-government customer service.
In the words of Douglas Alexander, Minister for the Cabinet Office, “Online government services should be intuitive reliable, trustworthy and accessible. By ensuring that government websites are designed around the user we will drive up the numbers of people using key services.”
Recent research highlighted that 60 per cent of government websites are inefficient at resolving customer queries and that 75 per cent of CRM projects fail to deliver measurable return on investment . Gerard Buckley, CEO of Transversal, said: “Failings in public sector websites doesn’t make good reading considering the Government’s 2005 deadline. Money is being irresponsibly invested in highly expensive and complex systems that are simply not delivering greater accessibility.”
“If the public sector really wants to provide effective e-service it should be looking at the private sector’s CRM mistakes and learn from them: bearing in mind that 7 out of 10 private sector implementations failed to deliver the benefits promised. Simple web self-service systems are a much more cost-effective solution and actually directly meet customer needs.”
Transversal’s web self-service and knowledge management solutions can respond to customer queries much more efficiently and more cost-effectively than the bulk of solutions that the public sector is currently investing in. The company’s unique Memory Engine (TM) technology understands complex customer questions and provides automatic answers. Consumers on websites simply type a question in their own words, just as they would ask a person, to view an answer from a knowledgebase of information.
Such technology can make public sector websites much more convenient and easy-to-use and helping with tasks ranging from, finding out refuse collection times to filling out council tax forms. The dynamic process of responding to questions builds an information resource that customers actually need – without the complexity of an inappropriate CRM system.
Forward-thinking public sector organisations such as FastTrack Teaching (www.fasttrackteaching.gov.uk) and the British Army (www.army.mod.uk/careers) are amongst the first to implement such technology on their websites.
For further information please visit www.transversal.com
Founded in 1998 by two PhDs from Caltech and Cambridge University, Transversal is based in Cambridge, England. Transversal provides knowledge-powered eService and call centre knowledge management solutions that enable organisations to achieve key sales, customer service and efficiency goals. Transversal ‘s eService solution increases online sales and reduces the volume of call and email enquiries to contact centres by automatically answering customers’ questions online. Transversal’s Intrafaq solution for call centres, delivers information to agents in a unique way from a dynamic natural language knowledgebase. Powered by Transversal’s proprietary Memory Engine software, Intrafaq is able to understand complex sentence structures and process questions in the same way as human memory. Simply by typing a question, in their own words, agents can access answers to customer questions enabling them to provide fast, accurate and consistent responses – even when they don’t know the
answer. Current customers include Sony, Direct Line, MFI, Fujifilm, TDK Systems, JP Morgan Chase, DfES, Proctor & Gamble, Triton and the British Army.
Alex Crawshaw / Jonathan Rosemont / David Pincott / Ged Carroll
Tel. +44 (0)20 7760 7050
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Tel. +44 (0)1223 723392
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