Public Sector

Put citizens at the heart of a new administrative experience

Transform the user experience and modernize your public services thanks to an omnichannel, simple and secure approach.
Our solution enables public organizations to streamline citizen journeys, unify user relations and sustainably improve service quality.

FOR WHOM?

For public organizations wishing to offer a simple, high-performance welcome to all citizens.

WHY MODERNIZE PUBLIC SERVICES?

Create the institution of tomorrow, sovereign and close to its citizens, by taking full advantage of digitalization.

Citizen proximity & digital inclusion

Guarantee simple, equitable access to public services for all citizens, across all channels, with no disruption to experience. The aim is to reduce inequalities in access and strengthen digital inclusion.

Simplicity of procedures

Digitizing customer journeys to simplify every step of the process, making it smoother, more intuitive and faster. This ensures seamless continuity between voice and digital channels, and facilitates understanding to improve the overall user experience.

Sovereignty & data security

Gain full control over your data and the security of exchanges, by relying on reliable, compliant infrastructures. This strengthens public confidence and guarantees a sustainable, resilient public service.

A unified vision of performance

Get a global view of all indicators to optimize resources, improve relationship models and manage customer relations with efficiency and precision.

Commitment and efficiency

Offer ergonomic, high-performance, easy-to-use tools to reduce repetitive tasks and enable advisors to focus on people, thus boosting their motivation and the quality of the service provided to citizens.

Proactivity with citizens

Anticipate citizens’ needs by providing them with information at the right time, via the right channel, in order to simplify procedures, prevent complex situations and establish a more fluid and reassuring relationship.

adapté aux ENJEUX métiers

Specific needs for each public player

Government operators & Ministries

State operators operate in highly standardized environments, with large volumes of sensitive data. Their challenge is to ensure national service continuity, a high level of security and a consistent experience, despite the complexity of their systems. They need tools capable of absorbing the load, tracking interactions and supporting their public missions.

Local authorities

Local authorities have to reconcile proximity, speed and diversity of services: civil status, children, solidarity, town planning, mobility… Teams are often multi-skilled and have to manage local peaks of activity. Their challenge is to unify citizen relations despite the multiplicity of counters and tools, while improving the legibility and simplicity of procedures for residents.

Social housing

Social landlords manage a sensitive daily relationship with their tenants: housing applications, social support, payments, complaints, technical interventions. Their challenge is to maintain a human link, prevent fragile situations and coordinate the field, head office and service providers. Better visibility of interactions enhances monitoring and service quality.

Water authorities

Public utilities have to guarantee an essential service where responsiveness is crucial: network incidents, water quality, readings, billing or scheduled interruptions. Their priority is to provide rapid information, centralize requests and optimize technical intervention. Clear, real-time communication enhances transparency and customer confidence, even in emergencies.

Performance

A solution, an approach and a complete environment to transform customer relations

Optimized citizen pathway

Manage all voice, digital and message interactions from a single interface. AI distributes requests to the right advisor and automates simple tasks for smoother paths, more efficient agents and better-supported citizens.

Enhanced safety

Our sovereign private cloud solutions offer enhanced security, tailored to organizations with high compliance requirements. A secure, flexible and sovereign framework to meet the specific needs of the public sector.

Flexible, controlled management

Measure and optimize your services on a national scale, while preserving the autonomy of each entity. Precise indicators enable you to adapt service paths, personalize customer relations and manage citizen relations efficiently, consistently and transparently.

Business support

Benefit from comprehensive support: operator, editor, integrator and consultant. Our experts optimize your processes and support your teams’ skills development to improve operational efficiency and citizen satisfaction.

Already adopted by demanding companies worldwide

Savings per call thanks to bot qualification of call intent and customer identity

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Reduced call transfers thanks to Odigo's integration with most banks' IS and CRM systems.

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Calls handled by agents using Odigo's AI to process requests and free up agent time.

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Improved contactability for advisors, thanks to tools tailored to their business needs.

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CUSTOMER TESTIMONIALS

What makes Odigo unique

A French leader with a European dimension

Odigo supports 350 customers in optimizing their customer relations and helps agents to manage their interactions more effectively and gain in efficiency.

A pioneer in customer experience

For 40 years, Odigo has been investing in innovation and cutting-edge technologies: Public and private cloud, Artificial Intelligence, CRM connectors, QM, WFM.

A single point of contact

Odigo is an operator, editor, integrator and business expert, and will support you from start to finish.

OUR CUSTOMERS

They trust Odigo for their customer relations

Further information

FAQ

Do you have any questions?

What are the specific challenges of customer relations in the public sector?

The public sector has to reconcile a number of complex requirements: managing very large volumes of requests across a wide range of skills, guaranteeing equal access to service for all citizens (including those who are far removed from digital technology), and ensuring continuity of service in all circumstances.

Added to this is an obligation of absolute security and sovereignty in the management of users’ personal data, while optimizing the use of public resources and improving working conditions for staff.

Why is a sovereign CCaaS solution essential for public services?

Sovereignty is a non-negotiable issue. A CCaaS (Contact Center as a Service) solution, qualified SecNumCloud by ANSSI, guarantees that citizens’ data is hosted and managed in France, sheltered from extraterritorial laws.

This qualification, supplemented by certifications such as HDS (Healthcare Data Hosting), ensures the highest level of security and compliance with the RGPD, which is essential to preserve user confidence and the long-term future of government services.

How does Odigo adapt its solution to different levels of public service?

The Odigo platform is designed to be modular and to meet the specific needs of each entity:
– For the State and Ministries: It enables the management of very large volumes of national requests, and simplifies the user paths linked to major life events (tax declarations, requests for identity papers…), by ensuring intelligent routing to the appropriate services.
– For Local Authorities: It promotes proximity by creating an omnichannel “one-stop shop”, capable of handling a wide range of requests (civil status, town planning, social action…) and directing them to the appropriate services. For Local Authorities: It promotes proximity by creating an omnichannel “one-stop shop”, capable of handling a wide range of requests (civil status, town planning, social action, etc.) and efficiently directing citizens to the right contact within the town hall, department or region.
– For Public Service Operators: It offers the robustness needed to manage peaks in activity linked to incidents (network breakdown, bad weather) and ensures proactive, real-time communication with users.

What concrete benefits can public services expect from modernized reception?

Modernizing customer relations with a solution like Odigo brings tangible improvements:
–Increased accessibility: By offering a wide choice of channels (telephone, e-mail, chatbot, etc.), service becomes more accessible for all audiences, 24/7 for automated requests.
– Agent efficiency : The automation of simple requests and qualification by AI reduce processing time by up to 50%, leaving agents to concentrate on high value-added cases.
– Improved quality of service: More intelligent routing and a 360° view of the user’s journey halve the number of transfers, offering a faster, more relevant response right from the first contact.

Ready to transform your customer relationships?

Find out how Odigo can adapt to your business challenges and organisation.