USU AG Case Study Sample

Many tasks of the municipal authority are categorized by the topic and are not oriented towards processes. Neither is there a single, central point of contact for all of the information required. And furthermore, there are rarely any applications in place to support key processes. The City of Cologne therefore decided to take a new approach. By setting up a municipal call center, managers aimed to set a shining example among German cities in terms of service to citizens.” The aim was to provide a central point of contact for all matters related to city services and thereby to reduce the workload of the more than 60 different council departments. A tender process was initiated that was open to leading software vendors from across Europe. In the summer of that year, the short listed vendors were involved in extensive tests run on a set of standard documents, whereby USU together with Siemens Business Services, emerged triumphant.

The project

The first job involved structuring and classifying the content of the various documents. In order for the call center to provide the high levels of service and response to citizens’ inquiries, it was vital that there was a seamless transfer of knowledge from the relevant specialists within the council to the citizens on the ground. While the CRM system gave agents access to the various standard procedures for contact with citizens, KnowledgeMiner, as a self-learning, integrated knowledge database, provided call center staff with answers in the form of documents, operational procedures, and scripts.