The 'Accessible Customer Contact' project of RCN has been selected for an innovation budget of the Ministry of the Interior and Kingdom Relations (BZK). Of the 68 entries, 15 projects were selected. The projects were assessed on various aspects, including innovation, cooperation, re-usability, and plans for the future. With this budget, RCN is going to continue working on better services for the residents of the Caribbean Netherlands.
A project for better services
RCN presented the project in The Hague. The project 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, Saba and St. Eustatius 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 employees can assist residents in multiple languages. The arrival of a new telephony solution should be able to meet this.
Smart telephony helps employees and residents
With the new telephony solution, 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 employee 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.
Small step, big impact
With this project, 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 the government and the residents.