Business process management and Inbound Customer Service Center.
Citizen services required greater technification, which increased with the pandemic caused by COVID-19.
In addition, the management of the service also required greater technification.
We implemented a telephone customer service channel that was to be the preferred option over the physical channel. We also introduced more technology to document management processes and a scanning system.
Evolution of the document management and customer service to a system preferably by telephone.
A better, more efficient citizen service, adapted to current circumstances.