The Role of OCA Omnichannel Communication Technology in Public Service

People are getting easier to access public services. One of them is because of the omnichannel communication technology made by Telkom. The technology used by the Omni Communication Assistant (OCA) is able to improve the communication capabilities of various government agencies and agencies. 

OCA is a Communication as a Service (CPaaS) Platform for sending messages via WhatsApp, email, SMS, and IVR with OCA Blast. By using OCA Interaction we can open all communication channels such as WhatsApp, Email, SMS, Facebook Messanger, Telegram, Instagram and Twitter in one channel. 

OCA, Telkom's Smart Technology to Optimize Public Communication Services

This omnichannel communication technology can be used in various public services. With its presence, the image of government institutions can be transformed into a more humanist one. Here are some examples of the implementation of omni-channel communication technologies offered by OCA for various public institutions:

1. Omnichannel Services for Taxation

So far, there are many problems that taxpayers feel when they want to pay obligations. Starting from the accumulation of queues that result in uncertainty in the bookkeeping process by tax counter employees to the length of the tax payment process. The problem doesn't stop here. It has also had a wider impact on society, with many not knowing the due dates and procedures and amount of taxes to be paid. 

All these problems can be solved using OCA technology. Governments or tax agencies can automate tax payment reminders for taxpayers by:

• Retrieving data on the amount that needs to be paid
• Send scheduled messages, including via SMS, WhatsApp, and email

As a result, the payment of taxes by taxpayers also becomes timely, which ultimately has a positive impact on increasing local tax revenues.

2. Ministry of Agrarian and Spatial Planning/National Land Agency (ATR/BPN)

The Ministry of Agrarian and Spatial Planning/National Land Agency (ATR/BPN) is committed to continuing to improve services to the community and continuing to facilitate land mafia complaint services in Indonesia. The Ministry of ATR/BPN built a communication channel with OCA omnichannel communication technology.

• Make it easier for the public to submit complaints
• Acceleration of response from the Ministry of ATR / BPN to the community
• Detecting and solving land mafia problems in Indonesia
• Improving the quality of community services
• Data from more centralized and accurate communication

3. Omnichannel Service for Public Complaints

Because of the social problems that occur in society, women and children are often  victims. Therefore, the Ministry of Women's Empowerment and Child Protection (KPPPA) as a government agency for victim protection has the main concern to make it easier for victims to voice their complaints through several communication channels. Thus, with this CRM communication technology, all forms of reports that go to KPPPA can be received, organized, and handled effectively and responsively. 

KPPPA receives complaints of violence against women and children in the community through WhatsApp using OCA Interaction with the following flow:

• The public as a complainant submits a complaint of violence info to the verified KPPPA WhatsApp number.
• Complainant Following the Chatbot flow in complaints of violence against women and children.
• The officer will check the validity of the information submitted.
• The applicant is required to provide confirmation of personal data as proof of the report.
• The complaint is completed, the information is received for processing by the KPPPA.

In addition, KPPPA can also send trusted messages through OCA Blast to the public through verified WhatsApp numbers. Furthermore, the public can use the broadcast as a reference for information.

Evidently, Omni Communication Assistant (OCA) communication technology from Telkom has contributed directly to the improvement of public services from various government agencies and agencies. In the future, it is not impossible for all government agencies to digitize public services with omnichannel communication technology from OCA Telkom.