There is a shortage of staff in the public sector and social services. Read how customer care service providers can help effectively
The public sector is currently facing many challenges. Structures are often outdated and digitalization is not necessarily up to date. In addition, there are problems with recruiting new staff and the lack of personnel is causing a high level of stress among employees - including overtime.
The complicated situation has become particularly clear during the coronavirus pandemic, as the latest personnel report for the public sector from the German Trade Union Confederation (DGB) shows. According to the report, the acute problems will tend to increase and the shortage of skilled workers will continue to grow. However, targeted, pragmatic solutions are not far away.
Outsourcing back office processes in the public sector: more free capacity
Due to the problematic staffing situation and digitalization bottlenecks, public authorities, the healthcare and social services sector and local government are increasingly outsourcing processes to call centers - and it's really paying off!
If municipal institutions outsource time-consuming processes such as participant surveys or recruitment and citizen surveys to customer care service providers, this quickly creates new resources and leaner structures internally. This means that less processing and administrative matters are delayed or even left undone. This has been particularly evident during the coronavirus crisis over the last two years: Because the professional telephone service providers scheduled vaccination appointments and canvassed interested parties. Telephone appointments for public offices such as the Citizens' Advice Bureau were also easily and quickly arranged. This frees up considerably more capacity for day-to-day business in the public sector.
The Customer Care employees not only coordinate appointments. The informed, certified staff also answer numerous daily inquiries. For example, for the road traffic office or for specialist matters such as artists' social insurance. Customer data can also be recorded, for example for sending registration or re-registration documents. Inquiries are also pre-selected for specific departments and put through to the right person. In addition, a call center specialist can also forward calls if access to stored insurance data is required to answer them.
The highlight: anonymized reporting is guaranteed on request. For example, on call volumes and times, differentiated by region, gender, sector and the caller's concern. This helps to improve future allocation and obtain valid statistics.
Find out more here: Public service and social services - AMEVIDA
