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Case Study | Gobierno de Mendoza

Gobierno de Mendoza | Omnichannel Citizen Service with OneContact CC

The Province of Mendoza, Argentina, unified its citizen service channels on one platform, with self-service for common requests. Cirion Technologies delivered OneContact CC to the Government of Mendoza. Citizens now reach the province by phone, Facebook, WhatsApp and web voice calls, and one platform routes every request to the right team.

📅 Published December 2023

Gobierno de Mendoza, capa02
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Project

Turn the citizen service center of Mendoza into an omnichannel Contact Center, with OneContact CC delivered by partner Cirion Technologies.

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What We Did

Unified channels, API integrations with government information on public procedures, cognitive services for FAQs, procedure status and appointments, and new routing strategies.

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Client

Provincial Government of Mendoza, Argentina. Public sector, citizen services. Attention and Citizen Management area.

100+ agents and 300+ concurrent communications on one platform for phone, Facebook, WhatsApp and web voice calls.

Gobierno de MendozaKey result · Contact Center as a Service

Citizens use the channel they prefer. One platform routes every request.

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Background

The Provincial Government of Mendoza, in Argentina, runs a Citizen Service and Management Center for the whole province. Citizens contact it about public procedures, appointments and the status of their requests.

As part of its commitment to better citizen services, the government wanted to turn this center into an omnichannel platform. The goal: offer more communication channels, and meet citizens’ needs more efficiently and effectively.

Cirion Technologies delivered OneContact CC to the Government of Mendoza. Citizens now reach the province by phone, Facebook, WhatsApp and web voice calls.

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The challenge

The project had three goals.

Multiple touchpoints. Serve citizens on their preferred channels, with a comprehensive, consistent and accessible service.

Self-service. Let citizens manage their inquiries on their own and reach information faster.

Smart routing. Send each inquiry to the most suitable department, area, division or person.

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About the Project

THE SOLUTION

Omnichannel. Beyond phone calls, citizens use Facebook, WhatsApp and web voice calls, among others. One platform brings every channel together.

API integrations. OneContact CC connects to the information the government provides on public procedures.

Cognitive self-service. Automated answers to FAQs, procedure status and appointment management.

Routing. Inquiries go to the most suitable department, area, division or person.

Self-service for simple requests. People for the rest. Citizens solve simple inquiries on their own, and each team receives the requests that match its area.
OUTCOME

OneContact CC plays a key role in the digital transformation of the province. The government is building smoother, more agile and efficient communication with citizens.

Simpler service management. One platform for every citizen channel.

Personalized routing. Requests reach the right department, area or person.

Faster information. Citizens self-manage inquiries and wait less.

Optimized internal processes. Teams work on the requests that need them.
NEXT STEPS

Mendoza unified its channels and keeps improving. The team optimized internal processes and designed new routing strategies.

Next on the table: reporting with easy-to-read indicators for decision-making.
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Key Facts

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Company Name & Sector

Provincial Government of Mendoza, Argentina. Public sector, citizen services.

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Biggest Challenge

Improve citizen service across multiple touchpoints, with self-service and smart routing.

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Technology Used

OneContact CC, delivered by partner Cirion Technologies Argentina.

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Scale

100+ agents and 300+ concurrent communications, as a service.

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Integrations

Government information via APIs, and cognitive services for self-service.

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Key Results

Unified platform. Self-service for FAQs, procedure status and appointments. Personalized routing.

“The implementation of Collab’s OneContact has simplified citizen service management. The ability to unify multiple channels has allowed us to personalize our routing strategies towards improving the service to the citizens of the province of Mendoza.”

Carina RosasDirectora de Atención y Gestión Ciudadana, Gobierno de Mendoza
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