Advertisement
Promo

Enterprise applications Toolkit

Download now
PublisherFrontRange Solutions
Format PDF, requires Acrobat Rdr 5Date added01 Jan 2001
Topics Call Center - Contact, CRM
Downloads48

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many government organizations do strive to provide high-quality services, many are hampered by budget constraints, outdated or unwieldy processes and IT (Information Technology) systems, and the sheer magnitude of the number of “customers” — i.e., constituents — they need to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

Download now

Did you find this white paper useful?
27 out of 50 users found this white paper useful


  • Trackback
  • Clip Link

Related white papers

Responding quickly to changing markets: Anticipate, Adapt, Excel

Market change is relentless: ever-higher customer expectations, shrinking product life cycles, and new rivals on the scene all accelerate the pace. But small businesses and midsize companies have one distinct...


Clearing the Way for Faster, Smarter Decisions: Instant, Accurate Information Drives Competitive Edge

Decisive actions can elevate your business above the competition and help your company grow and stabilize. But decisive leadership requires accurate, timely, and accessible information, along with the right software...


From Voice over IP to Unified Communications: Simplify System Management

Telephone system manageability depends to a great extent on the underlying architecture of the voice system. Some platforms are extensions of legacy voice switches, others are built on top of...


Marks & Spencer: Customer Relationship Management Solution

The client Global retailer Marks & Spencer wanted to turn its already strong customer service operation into a highly efficient system for responding quickly and effectively to customer. A collaborative...


Promoting Growth through Incentive Compensation Management

Efforts to motivate behavior in a complex business environment lead to complex sales compensation plans. While many of these plans have met success, some well-intentioned plans can lead to unexpected...


Sales Compensation & Performance Management 2009 Survey Results and Analysis

Based on 1000+ companies, the CSO Insights' 2009 Sales Compensation & Performance Management Report provides summaries of what strategies and tactics companies are employing. The findings offer insights and the...


Final Chance to Learn how Business Leaders are making IT work for them

The importance of effective decision making and aligning business strategy with your daily activities is essential in times of economic crisis, but also during periods of sustained growth and success....


Broadband Deals? Powered by Top 10 Broadband

150+ broadband packages

Compare 30+ mobile broadband deals

Mobile Broadband »
White Paper

Featured White Paper

Technical Description: IBMXIV Storage System

The IBMXIV® Storage System offers a new level of high-end disk system performance and reliability. It is a core component of theIBMInformation Infrastructure which helps clients address their needs for availability, security, compliance and retention of information. The XIVsystem provides consistency under all conditions, immunity to hotspots, ...

Download Now

Other White Papers

Best Practices for Translating Customer Satisfaction into Revenue

Today's support organisations are focused on two top-level metrics: financial results and customer...

Data Quality Considerations for a Master Data Management Structure

Companies acquiring companies. Human Resources sharing information with Finance. Businesses...

See All White Papers


Skip Sub Navigation Links to CNET Brand Links

Help

Become part of the ZDNet community.

Newsletters