Executive Summary
RDW, the Dutch vehicle authority, partnered with Xdroid and Frontline Solutions to improve their call categorization and automate quality monitoring while ensuring full compliance with Dutch regulations. Using Xdroid’s VoiceAnalytics and Automated Quality Monitoring (AQM), RDW gained clearer insights into callers’ issues and began automating parts of their quality monitoring process. Xdroid’s solutions are already driving improvements in service quality and operational efficiency for the RDW.
About RDW
RDW serves as the Dutch vehicle authority, providing a wide array of services to citizens concerning vehicle registrations, inspections, and other related activities. With millions of citizen interactions, RDW needed a solution to categorize calls effectively, automate parts of their quality monitoring, and ensure strict compliance with data privacy regulations.
Challenges
RDW aimed to overcome the following operational challenges:
- First, they needed a better system to categorize citizen calls, enabling them to understand call reasons more effectively. This insight would help them improve various aspects of their services, including written communications and digital platforms.
- Next, RDW wanted to automate parts of their quality monitoring, which was heavily manual and resource-intensive.
- Lastly, RDW had to ensure full PCI compliance, particularly around redacting sensitive information like driver’s license numbers, while retaining the ability to store conversation data for analysis.
Xdroid’s Solution
When RDW began exploring potential solutions, they turned to Xdroid’s advanced VoiceAnalytics and AQM tools, working in partnership with Frontline Solutions, to address their key challenges.
Call Categorization with VoiceAnalytics
Using Xdroid’s VoiceAnalytics, RDW could set up interaction categories and define key terms that would help them understand why citizens contacted their services. This gave RDW much-needed clarity on the call subjects, which informed their decisions about improving letters, electronic services, and their website. By continuously monitoring the feedback from VoiceAnalytics, RDW could track whether these service changes had a positive or negative impact on call volumes and citizen inquiries.
"Our work with Xdroid’s VoiceAnalytics has given us invaluable insights into why citizens contact us. This has allowed us to take action promptly, adjusting our services and content based on what we learn, which ultimately benefits the citizens we serve."
Automated Quality Monitoring (AQM)
In addition to categorizing calls, RDW aimed to automate part of its quality monitoring process with Xdroid’s AQM features. The system was configured to score nine key quality monitoring items automatically. This allowed RDW to gain an overview of the calls being handled without needing to assess each one manually. With the success of the proof of concept, RDW plans to fully automate this process, reducing the time and effort spent on manual quality monitoring.
"RDW's commitment to innovation in their service delivery aligns perfectly with Xdroid’s mission. VoiceAnalytics is packed with AI-powered features that facilitate AQM and are designed to empower organizations like RDW to streamline their operations while enhancing the quality of service they provide."
Ensuring PCI Compliance
For RDW, data compliance was another critical concern. Xdroid’s VoiceAnalytics was configured to automatically redact sensitive information, such as driver’s license numbers, from conversations, ensuring RDW remained compliant with Dutch PCI regulations. The ability to store written conversations while redacting personal data allows RDW to analyze conversations without the risk of non-compliance.
The Importance of Speech Analytics in the Public Sector
Speech analytics has become a vital tool for public sector organizations looking to improve citizen services while reducing operational costs. According to Gartner, implementing speech analytics can reduce operational costs while significantly improving customer satisfaction by providing actionable insights into service delivery. In the public sector, where efficient and accurate communication with citizens is crucial, tools like Xdroid’s VoiceAnalytics offer the ability to not only understand citizen needs but also track and improve the effectiveness of the services offered.
The Forrester Wave™ report also highlights that speech analytics enhances the speed and accuracy of issue resolution. Public sector organizations like RDW can use these insights to continuously improve citizen interactions, ensuring that they adapt and evolve to meet the changing needs of the people they serve.
With Xdroid’s solutions, RDW is better equipped to categorize citizen calls, monitor quality automatically, and ensure compliance—all key areas where speech analytics can make a significant impact in the public sector.
Results and Conclusion
Since implementing Xdroid’s solutions, RDW has seen promising results. The call categorisation process has provided RDW with a clearer understanding of the key subjects citizens inquire about, which has already informed their service improvements. RDW has seen that with Xdroid’s AQM capabilities automating quality monitoring is feasible and effective.
By partnering with Xdroid and Frontline Solutions, RDW has been able to understand citizen needs better, automate aspects of quality monitoring, and ensure that all stored data complies with Dutch regulations. These improvements will allow RDW to continuously enhance its services and maintain a high-quality standard in citizen interactions. The collaboration between Xdroid, Frontline Solutions, and RDW showcases how speech analytics can significantly improve operational efficiency and service quality in the public sector.
"We’re thrilled to have been a part of this transformative journey for RDW. By leveraging Xdroid’s cutting-edge technology, we’ve been able to support RDW in delivering more efficient, compliant, and citizen-centric services."
As RDW continues to leverage insights from Xdroid’s tools, they are well-positioned to adapt to future challenges while delivering exceptional service to Dutch citizens.
If your public sector organization is seeking to optimize service delivery, automate quality monitoring, and ensure compliance, get in touch with Xdroid for a demo today.
