The presentation in The Hague
KRALENDIJK--The “Accessible Customer Contact” project of National Service Caribbean Netherlands RCN has been selected for an innovation budget of the Dutch Ministry of Home Affairs and Kingdom Relations BZK.
Of the 68 entries, 15 projects were selected. They were assessed on various aspects, including innovation, cooperation, re-usability and plans for the future.
With this budget, RCN says it is going to continue working on better services for the residents of the Caribbean Netherlands.
RCN presented the project in The Hague. It was developed in association with the municipality of The Hague and the Public Entity Bonaire.
The idea behind the project is easy: good contact with the government often starts with a phone call. Residents of Bonaire, St. Eustatius and Saba (so-called BES islands) often contact the government by telephone. This happens in Dutch, English, Spanish or Papiamentu.
That is why it is important that the services are properly accessible and personnel can assist residents in multiple languages. The arrival of a new telephony solution should be able to help meet this goal.
With the system, an employee is immediately shown the correct customer information during a telephone conversation. A report of the contact is also started automatically. As a result, the staffer does not always need to retrieve information and the resident can be assisted faster.
In addition, RCN is examining the secure use of AI to automatically convert conversations into text in Dutch, English, Spanish, and Papiamentu. This solution should ensure that information is recorded better and can more easily be shared with colleagues.
Moreover, residents will need to repeat the same story less often. The employee always remains responsible for the contact. AI only supports and does not take over the work.
RCN wants to show that small innovations can also make a big difference. This means working on services that gradually become better. “With the ‘Accessible Customer Contact’ project, RCN is starting to build on a better connection between languages, systems, islands and, most of all, between government and the resident,” added a release.
