Digitization of services and improvement of user experience
The Tuscany Northwest Chamber of Commerce relied on 22HBG to initiate an extensive digitization process of its services to the public, with the goal of simplifying access, optimizing internal resources and improving the citizen experience.
Open Room | An integrated digital ecosystem
We have developed an institutional web portal that is fully integrated with the Chamber’s internal systems, enabling:
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Centralized management of services offered to users;
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Master data management and additional information for each user;
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Online appointment booking, with the ability to select the office, service, and operator with the most appropriate expertise;
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Personalization of communications sent to users via email and WhatsApp;
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Automatic reminder system to reduce missed presentations and improve operational scheduling.
Voice accessibility through Amazon Alexa
To enhance accessibility and lighten the burdens of physical counters, a Amazon Alexa skill that enables citizens to:
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Obtaining institutional information,
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Receive instructions on documents to be submitted,
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Perform basic operations directly through voice commands, even from home.
On-site experience and feedback gathering
Within the physical locations, we have installed interactive totems equipped with a dedicated web-app. Users can:
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Evaluate the quality of service received,
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Leave useful feedback for continuous improvement,
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Interact easily, even without the need for an operator.
Real-time monitoring and analysis dashboard
Entity administrators can access a real-time management dashboard from which:
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Analyze booking and cancellation flows,
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Verify operator workloads,
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Identify the services most in demand,
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Monitor user satisfaction through the reviews collected,
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Improve the organization of counters in a data-driven way.
Intelligent virtual assistance with AI
An AI chatbot trained on official Entity information, accessible from the institutional website, has also been released that can:
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Respond accurately to users’ questions about available services,
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Provide assistance in preparing the necessary documentation,
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Guide the user in booking an appointment.
To support the management of disruptions, a specialized version of the chatbot, which independently contacts users who cancel a reservation, has been activated to analyze the reasons and gather strategic information.
Personal user portal
Finally, a dedicated user portal has been developed from which any citizen can:
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View all past and future reservations,
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Delete existing appointments,
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Make new reservations independently, with just a few clicks.
Achievements
Thanks to the intervention of 22HBG, the Northwest Tuscany Chamber of Commerce was able to:
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Digitizing and simplifying citizen interaction,
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Reduce waiting times at counters,
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Improve the distribution of internal workloads,
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Collect strategic data to improve the effectiveness of services.