Digital Public Services
Accelerate digital transformation to better serve citizens
Deliver public services from a unified platform that increases citizen engagement.
From simple inquiries and requests to complex issue management such as licensing and permitting, Oriana’s purpose-built case management and knowledge base modules help agents deliver information and services over multiple channels more quickly. With the management and reporting module, managers can ensure service quality and balance workloads.
More engaged citizens
Deliver information and services that inform and empower the public.
Operational efficiency
Streamline complex processes to provide a wide variety of services from a unified platform.
Continuous process innovation
Keep pace with changing public needs and regulations with a flexible, agile development tool.
National ICT Agency
Multi-channel, multi-department national hotline.
Serving millions of people, the government hotline handles requests from simple inquiries to complex administration. The Oriana solution supports agents and streamlines back office administration.
Municipal Chimney Inspection Agency
End-to-end case management solution.
The municipal agency handles inspections for more than a million households. The Oriana solution handles requests, scheduling, dispatching, and approvals for millions of inspections annually.
Case Management
Design workflows with embedded decision logic for complex processes.
Leverage automated task creation based on workflow triggers.
Empower agents with natively integrated knowledge base.
Balance agent workloads with reporting and analytics.
Integrate with RPA functionality to automate routine tasks.
Knowledge Mangement
Provide agents with the information and context they need to resolve cases with a centralized knowledge base.
Enable quick discovery through search on unified UI.
Ensure employees only view the appropriate data with role-based access policies.
Monitor activity and utilization with reporting and analytics to identify areas for improvement.
Reporting and Analytics
Establish a single source of truth for reporting by connecting multiple databases.
Measure KPIs to understand performance of individuals, processes, and complete teams.
Monitor metrics in real-time to meet service level agreements.
Discover trends easily with graphical view to identify gaps and plan resources.
Self-Service Portal
Provide users with an easy-to-use interface to submit requests, check case status, and provide feedback.
Automatically create cases and tasks from user-triggered events.
Share and update information by connecting to knowledge base.
Personalize experience according to user profiles.
