Every day, the government receive an avalanche of emails from the public. Although all these emails are government-service related, they are diverse in purpose and nature, and require various levels of handling.
Our client is one of the government departments that deal with huge amount of emails from the community. The department has extremely heavy workload during peak periods of the year.
The manual email screening and sorting process was time-consuming, resources-draining, and yet, not error-free. It was particularly challenging during the peak periods, making it hard for them to fulfill the standard response times set out in its service performance pledge.
The department looked for a solution to help them manage all inbound and outbound emails, as well as automate the process of email sorting and work division. It was hoped that the automation process could enable the emails to reach the right staff instantly for handling and speedy response.
