Although the travel season opened without much enthusiasm due to the situation in the country, in the last month you can see a large movement to more queues for passport requests. Anyone who plans to fly knows the feeling of uncertainty that comes with renewing or issuing a new passport. Will it arrive on time or will we have to wait for it under pressure until the last minute?
At the moment, the one that has been chosen to be the passport distribution provider in Israel is the shipping company HFD. The choice to use a shipping company is another of the optimization measures of the Population and Immigration Authority.
One of the news brought by the HFD company regarding the shipment of the passports, is a connection with the communications and telephony solutions development company "Omnitelecom", which adapted a voice channel to update the customers regarding the status of the shipment, for segments of the population that are not available for text messages. The new system was integrated into HFD's system through a voice process, identical to the text messages.
According to the service manager of the HFD shipping company: "With the addition of Omnitelcom's voice, the system responsible for coordinating and updating the delivery with us manages to reach every citizen from every sector of the population, including those who are only available by phone call. Omnitelcom integrated in a natural, almost transparent way from our point of view into the existing process and in a short time. In addition, we have implemented an IVR system for a return call, so that if you did not have time to answer the call regarding your delivery, you can call back and immediately enter your personal message. It is important to note that we believe in collaborations to adapt technological solutions to our needs."
The ultimate goal of combining the technology for automatic voice messages is to improve the response rate, provide a quality service experience and speed up the receipt of the passport. After receiving the voice message and setting a desired destination, the passport will arrive at the distribution points of the HFD company closest to the customer and another message will be sent to the customer to arrive to pick up the passport. It is about aligning with the progress and innovation typical of the period, without unnecessary movement, or standing in long lines, especially during wartime.
According to Dr. Tzachi Ben Itzhak, owner of Omnitelcom: "We were happy that HFD approached us with the need to provide a response to various sectors in the country, and that we had the privilege of being part of a project whose essence is the accessibility and improvement of service to the citizen, on such an important and elementary issue, which is the basis of our service concept the company's values. We believe in sharing our knowledge and thereby enabling our customers to provide a quality service experience and optimize processes."