THE GOVERNMENT OF BRITISH COLUMBIA SELECTS CLARABRIDGE TO IMPROVE VOICE OF THE CITIZEN INITIATIVE
May 14, 2012 00:00 AM
Clarabridge, Inc. the leading provider of Customer Experience Management (CEM), has been selected by the Province of British Columbia to enable faster theming and categorization of feedback and other unstructured text as part of the ongoing Citizen Engagement program. The technology will be rolled out to all ministries by mid-summer.
Building on its leadership in eGovernment and government transparency, the Province will leverage Clarabridge’s text and sentiment analytics expertise to gather, transform and analyze formerly discrete internal and external citizen feedback. The feedback will be channeled from multiple sources including social media channels and disparate outlets such as surveys, government blogs, web-based meetings, call centers, and town hall transcripts. With the ability to derive this insight more efficiently, the Province can better respond to the needs of citizens and heighten citizen collaboration to help direct government policy, areas for improvement and legislation.
Actively engaging constituents remains a Province cornerstone, however evolving technologies have raised the importance of reconciling the numerous communication channels. The Province turned to Clarabridge for full support of social media and online digestion to improve response and quality of interaction. The project deployment, led by the Ministry of Labour, Citizens’ Services and Open Government, will provide ministries with full access to all of Clarabridge’s robust Voice of the Customer (VOC) software in which public opinion is aggregated into an intuitive CEM process that tracks issues, trends and correlations of insights employing a mix of statistical and quantitative analysis techniques.
“Unstructured and often unsolicited feedback from social media, email and many other sources is a goldmine of insight into the thoughts of the public, “said Sid Banerjee, CEO of Clarabridge. “ By taking control of this disparate data and leveraging a VoC program, the government of British Columbia is in a much better position to understand its citizens and respond accordingly and timely to the issues and concerns affecting them in their daily lives.”
Clarabridge is the leading provider of sentiment and text analytics software for customer experience management. Clarabridge enables Global 1000 enterprises to achieve a universal understanding of their customers by automatically collecting, classifying, scoring sentiment and analyzing qualitative data found in voice of the customer feedback channels. Insights extracted result in improved marketing, product/service offerings, operations and customer service across an organization. Clarabridge customers include AOL, B/E Aerospace, Choice Hotels, Expedia, Gaylord Hotels, Intuit, J.D. Power, Marriott International, Nissan, QVC, Inc., Sage North America, United Airlines, Walmart, Walgreens and Wendy’s International. Clarabridge is privately held with headquarters in Reston, Va. and offices in San Francisco, Boston and the United Kingdom. For more information, visit www.clarabridge.com or or on Twitter.
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