| Publisher | FrontRange Solutions | ||
|---|---|---|---|
| Format | PDF, requires Acrobat Rdr 5 | Date added | 01 Jan 2001 |
| Topics | Call Center - Contact, CRM | ||
| Downloads | 48 | ||
When one thinks of Customer Relationship Management (CRM) and high-quality
customer care, government is not usually the first type of organization that springs
to mind. Unlike for-profit organizations in which timely, efficient customer service
translates to bottom-line results, governments — sometimes unfairly — are considered
relatively slow to respond to the needs of their constituents. The reality
is that while many government organizations do strive to provide high-quality services,
many are hampered by budget constraints, outdated or unwieldy processes
and IT (Information Technology) systems, and the sheer magnitude of the number
of “customers” — i.e., constituents — they need to support.
The City of Des Moines, IA, has worked hard to build efficiencies into its systems.
Striving to be known as one of the best-run cities in the country, the City of Des
Moines identified one particularly large and complex area that needed to be addressed.
The city wanted to automate the way in which it received, managed, and
responded to — and, ultimately, resolved — requests from its 200,000 citizens.
The variety of requests from residents represented a fairly broad range of issues —
incorporating trash pickup, potholes, fallen branches, snow removal, and animal
issues such as barking dogs and cats stuck in trees.
The city’s process improvement team examined a range of possible solutions
and finally settled on HEAT, a product from FrontRange Solutions. The city was
already using the HEAT technology for its internal IT help desk to manage calls
and provide problem resolution for users of its computer and networking systems.
In order to automate the external calls, the city implemented a “Citizen Response
System” (CRS) based on HEAT that would track calls coming into 20 different
departments throughout the city. The CRS system has been operational since
May 2001 and has successfully addressed the way in which issues are handled.
Processes that were pre
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