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Government Technology Featured Article

February 25, 2013

Local Government Upping Customer Satisfaction Efforts with SAS

By Jacqueline Lee, Contributing Writer

The Hong Kong Efficiency Unit is a scary-sounding name. That, or a downtown studio apartment.

In truth, the Efficiency Unit is neither. It’s actually a government body overseen by the city’s Chief Secretary for Administration, with the goal of delivering public services in the most efficient and effective manner.

To promote good service for citizens, the Efficiency Unit is tasked with recommending both new technologies and business initiatives that help local governments to meet community needs.

The unit has started to use SAS Visual Analytics to examine customer complaint data.

“This is new for the Efficiency Unit: deploying transformative software from SAS (News - Alert) to help us transform government services to better serve our citizens,” said the Efficiency Unit’s assistant director, Wai-Fung Yuk.

“SAS software will allow us to examine large amounts of complaint data and rapidly draw insights to make informed decisions. No matter how much data is involved, time to insight is crucial.”

With SAS Visual Analytics, users can not only collect data, but also process and visualize it quickly. The technology uses graphical data presentation to help clients like the Efficiency Unit to quickly identify existing patterns, trends and relationships.

SAS delivers analysis via Web report or through iPad and Android (News - Alert) tablets. This means an Efficiency Unit agent can resolve customer situations on the go.

The software also provides support for multichannel analytics. This support means that both public and private sector call centers can collect not only call data, but aggregate data from e-mail, chat and social media as well.

Users can see call center volume divided by geographic area. They can also see data related to performance metrics such as first contact resolution (FCR), average handle time and calls abandoned.

SAS Visual Analytics also analyzes agent performance, subdividing metrics like FCR by agent skill level. Government agencies can analyze which services require the most time to resolve, and which agents have high FCR while spending fewer minutes on calls.

Interested customers can visit the SAS website to see screenshots of the Visual Analytics tool. They can also register to view more in-depth product demonstrations.

Edited by Braden Becker

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