Success stories
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Optimizing customer experience while leveraging the strong potential of existing digital tools: this was the challenge set by the Paris City Hall for its Visual IVR project. An ambitious goal, but one that, after more than 18 months of activation, seems to have been largely achieved.
Encouraging self-service by offering a choice of contact channels
To build a Visual IVR with an effective customer journey, one often essential prerequisite is to have efficient digital tools (applications, website, web forms, chatbot, etc.). And this is certainly the case for the Paris City Hall. The Visual IVR interface facilitates access to multiple autonomous services such as online procedures (marriage certificates, birth certificates, etc.), useful applications (e.g., DansMaRue for reporting an anomaly), and very useful web forms (parking management, urban planning declarations, etc.). The stated goal: to offer a digital alternative to users, but without eliminating access to a telephone advisor when necessary. Thus, even though digital solutions are highlighted in the journey, there is always a call button present to leave the choice to the user.
The example of bulky waste management
The management of bulky waste and parking, as well as passport requests, are, like most French municipalities, the main reasons for calls to the Paris City Hall. These generate very significant call flows, many of which can be handled via self-service/self-care tools. These use cases were therefore prioritized and quickly demonstrated significant results and immediate adoption by users.
Offering a customizable service based on opening hours and current events
The best example: the “Bulky Waste and Cleanliness” reason offers a 100% autonomous digital path for making a removal request at any time. Indeed, the Paris City Hall's Visual IVR, being effective 24/7, adapts to opening hours to offer a contact solution to users even at the least convenient times. Finally, to streamline calls during exceptional periods (elections, major events, etc.), a modifiable journey on demand is activatable. This allows for anticipating call peaks and ensuring better routing to digital tools or dedicated telephone skills. This solution had indeed been inaugurated with great success during the 2017 presidential elections and should be reused in the coming months.
