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MissionSide’s Comprehensive Citizen Engagement Solution Suite

Federal agencies, like their commercial counterparts, are creating comprehensive life-cycle communication, interaction and digital strategies for the customer/communities that they serve.  These strategies collectively support the Agency’s relationship management goals with its constituents by shaping the constituent’s perception of the Agency.  The intended outcome of these strategies and the services that flow from them is to create successful interactions that positively influence constituents about the agency.

Direct interactions with constituents, whether through human-staffed contact centers or self-help tools, are but a part of a larger agency communication and customer digital strategy and have evolved from providing basic transaction commodity services (e.g. scripted agent responses) to operational value-added services (e.g. improved voice and sentiment analysis, natural language self-help and chat bots) and are quickly evolving as a critical component of an Agency’s enterprise-wide communication strategy (e.g. integrating AI based self-help tools and digital strategies into the Agency’s enterprise -wide communication program).  

MissionSide believes that Federal Agencies need a partner who can provide a life-cycle menu of agnostic communication, marketing, and constituent interaction solutions that can be combined and customized to meet specific Agency needs.   Our comprehensive citizen engagement solution suite includes:

 

Our comprehensive citizen engagement solution suite includes:

 
 

Citizen Interaction Services

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- Large-scale Center Operations Management

- Workforce Optimization and Planning

- Outbound Campaign Development and Planning

- Quality Assurance Monitoring & Continuous Improvement

- Workforce Training Development and Delivery

- Artificial Agent Optimization


Interaction Support Platforms, Installation and Configuration

- Voice, Chat, Email, And Social Media channel platforms

- Workforce Optimization Software

- Quality Monitoring and Voice Analytics

- CRM Platforms

- Reporting and Data Visualization Systems

- Learning Management Systems


Citizen Engagement Strategy

- Comprehensive Digital and Traditional Engagement Strategy Development

- Omni Channel Integration Strategy Development

- Technology Evaluation and Trade Studies

- Citizen Self-Service Strategy Development

- User Research and Insights


Program Management

- Comprehensive PMO services