Elets Knowledge Exchange Series: Urban Development:
Transforming Citizen Experience in Urban Utilities

24th May, 2022

Overview

With 2 billion users, WhatsApp is the most used chat application around the world. An official WhatsApp Business solution provider, Infobip delivers a seamless customer experience. The communication platform has emerged as a strong channel to share important and timely notifications, as well as real-time automated and personal customer support in the private sector.

Governments have adopted digital transformation in full swing with a focus on making citizen engagement and services more inclusive and accessible, leveraging the new-age communication platform.

To expand the scope of its services in the public sector, WhatsApp and Infobip partnered with our Elets Governance vertical for facilitating and strengthening the Industry & Government partnership in this direction.

Elets Knowledge Exchange Series: Urban Development: Transforming Citizen Experience in Urban Utilities

A virtual dialogue on the theme “Urban Development: Transforming Citizen Experience in Urban Utilities” was jointly organised on 24th May, 2022 to explore the new-age technological solution for citizen engagement.

The webinar connected senior decision-makers from state municipal administrations, smart cities & industry experts for exchange of ideas on elevating citizen experience (CX) using digital communications.

Focus Area

The webinar underlined the importance of adapting to the new-age communication approach for enhancing citizen experience in governance.

Key Discussion Points:

  • Current challenges and opportunities in urban administration
  • Digital technologies for optimising operations
  • Pro-active citizen services with effective communication tools
  • Tech-aided communication, transaction & service deliveries
  • Public-private partnership opportunities
  • Augmenting consumer experience through WhatsApp Business Suite
  • Future roadmap and way forward

& many more

Key Takeaways

* A stellar line-up of speakers

* Insightful knowledge sessions

* In-depth analysis of trends & best practices shaping citizen experience in urban utilities

Citing a few use cases, the industry experts highlighted how WhatsApp is transforming citizen engagement in the public sector.

The panelists from the government sector emphasised the need to have a robust communication channel to strengthen the citizen experience. For the government sector, they preferred to have a user-friendly app to connect with citizens.

Technology adoption & upgradation should be in sync with the citizen’s need. Silvassa Smart City Limited is leveraging tech-driven innovation in governance

Charmie Parekh,
Chief Executive Officer, Silvassa Smart City Limited

The administration has made nearly 25 services available on WhatsApp. As many as 1,88,000 tax bills were passed out to people on the app

Dr. Dhimant Kumar Vyas
Regional Commissioner of Municipalities, Rajkot Zone, Gujarat

Citizens' experience defines the cities. Municipal bodies and other institutions need to connect with the citizens through Digital platforms & social media

Sameer Unhale,
State Joint Commissioner, Municipal Administration Maharashtra

75 million people message a WhatsApp business account every day. 61 percent of people choose to message a business over calling, and 5 per cent of people feel messaging is more personal than calling

Tushar Bhalla,
Strategic Partner Manager, WhatsApp India