Self-service portals are excellent tools to address common and multiple service requests while providing a higher-level of service at a lower cost.
The two most common types of self-service portals are as follows:
- external-facing (customer, citizen, business, taxpayer)
- internal-facing (employee, prospective employee)
Internal Self-Service Portals
Employee and Prospective Employee-Focused Design
An Internal Self-Service Portal increases employee retention by providing a reliable, efficient method for communicating with employees. It must be maintained with the most current and updated information and be user-friendly. Employers expand the services offered and utilize a range of processes, from on-boarding new employees to providing payroll information while lowering their cost and increasing employee satisfaction.
External Self-Service Portals
Consumer-Friendly Design and Integration
An external-facing self-service portal is a collection of cloud-based functions that are accessible through its website that provides information and resources to enable users to make payments, resolve issues and find answers. These portals can increase productivity and positively impact customer satisfaction.