RP Sanjiv Goenka Group

Government Entities

Rethink citizen engagement

Design digital experiences to simplify access and build trust

Simplify citizen experience, create defining moments

Today’s tech-savvy citizens accustomed to customer-centric experiences offered by the likes of Amazon and Apple expect similar experiences everywhere – including interactions with the government. Building a holistic view of the customer journey and offering contextualized experiences across channels will be key to delivering the moments that matter and delighting customers.

Stay ahead with Firstsource. Boost customer acquisition, satisfaction and retention rates with our Digitally-Empowered Contact Centre (DECC) backed by Intelligent Automation (IA) and cloud-based platforms.

Unlock the power of digital: Explore our offerings

Anytime, anywhere workforce

With Firstsource’s distributed operating model, you can tap into associates anywhere in the world using cloud-based platforms and services. Access to on-demand support translates to greater agility and scalability for your business, enabling you to easily meet evolving customer requirements.

Omnichannel engagement

Use customer journey mapping and advanced analytics to empower your associates to efficiently and quickly resolve citizen requests across channels. Meet customers where they are and personalize interactions, elevating customer experience and satisfaction.

Human-machine partnership

Augment human capabilities with a ‘Digital first’ ecosystem. Human conversations become more efficient and meaningful with bots picking up mundane, repetitive tasks, informing associates and making insightful recommendations.

A 3-step approach to harnessing the richness of voice data

Explore insights

UK-based not-for-profit body partners with Firstsource, eliminates 30-month claims backlog

A 3-step approach to harnessing the richness of voice data

3 CX best practices to drive customer acquisition

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    Eddie Monteiro

    Eddie is currently Chief Operating Officer at Educational Testing Service (ETS), where he sets and drives the transformation agenda across the company and has responsibility for all technology and operations functions in addition to the College Board, K-12, and teacher licensure businesses. He previously ran business and technology services at Pearson, where he built a global team to enable scalable delivery of enterprise functions. Prior to that, while at IBM, he held several executive leadership roles in the US, Mexico and Brazil across a diverse set of industries and clients.
    Geetha Krishnan

    Geetha Krishnan

    Geetha Krishnan consults with the Indian Institute for Human Settlements in Bangalore as Senior Advisor and Head of Digital Blended Learning, where he spearheads their online learning and continuing education portfolio. Over 25 years, Geetha has played senior roles in diverse sectors such as academia, online learning, and advertising. In his last role as Director – Centre for Executive Education at the Indian School of Business (ISB), Geetha was head of the profit center comprising more than 50 open enrollment and long duration programs and spearheaded ISB’s foray into online learning by enabling their partnership with Coursera.
    Susan Aldridge

    Susan Aldridge

    Dr. Aldridge is an Executive Higher Education Consultant to university presidents and ministers of education regarding business models and technology-enhanced education. She recently retired from Drexel University after serving six years as president of Drexel University Online overseeing more than 125 online programs. During her six-year tenure as President of University of Maryland Global Campus (UMGC), she doubled the university’s enrollment to 97,000 – to become the largest public American university. She also served as Vice Chancellor for Troy University’s Global Campus managing online programs and satellite campuses in 12 countries and 17 states.

    Alan Greenberg

    Alan Greenberg

    Previously Director Apple Education EMEA and APAC, Alan led the team that built Education Podcasting and iTunes U. He has worked on the development of Apple Education mobile strategy, iOS Education APPs, and developed the SEED CSR project in China, a collaboration between Apple, Foxconn, and Pearson. Executive Board of WideCells Group Plc, Group CBDO, and EVP & Founder of Wideacademy; his working contributions include multiple technology engagements providing domain expertise across digital, mobile, brand, scale-up, international business development, and venture capital.

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