US comparables have been compiled by both Gartner Group and Forrester Group, though I do not have access to the original source documents, the numbers are comparable to the UK study. Another channel that is even less expensive is mobile self service. On-line chat is another channel, that while less expensive than in-person, is typically higher than web self service. Utilizing IVR technology, though lacking the “human touch,” is another low cost channel. Channel shift are critical in helping public sector organizations drive ROI.
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