Public sector
Unified contact centre for citizen requests
- Client
- Disclosed subject to client approval
- Status
- In production
Context
Citizen requests arrived through disconnected channels — phone, written applications, the website — and were tracked separately. There was no consolidated view of topics or deadlines.
Challenge
Bring every channel into one perimeter, introduce a single request classification and make handling deadlines controllable.
TEQ solution
A unified contact centre was deployed: omnichannel intake, a single request card, topic-based routing, an operator knowledge base and SLA control. Management sees request flow and workload in one dashboard. The system runs in production.
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