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Dienstag, 3.06.2025
Transforming Government since 2001

CiRM Citizen Relationship Management

  • UK: Richmond gets CRM to improve its performance

    The London Borough of Richmond upon Thames has selected Lagan to deliver a Citizen Relationship Management (CRM) solution which aims to improve the council in performance terms.

    Lagan’s Frontline CRM solution will act as a front-end interface for Richmond’s existing information systems, and will create one single point of contact for the Council’s 174,000 citizens. Through joined-up service delivery Frontline is hoped by Richmond to enable it to achieve one of its main objectives, to answer 80% of incoming calls at first point of contact. The first phase of the implementation is now complete.

  • UK: Sheffield designs CRM for Europe

    The council is working with other local authorities in Europe to create a new Customer Relationship Management system

    Sheffield City Council is developing an open source Customer Relationship Management platform intended for use in local authorities across Europe.

    The council is partnering with other authorities in Europe under the EU funded Citizens Advanced Relationship Management (Carmen) scheme to set up the platform.

  • UK: Sheffield to open up CRM

    OSS initiative to help council back office's across Europe

    Sheffield City Council is leading a project to develop an open-source based Customer Relationship Management (CRM) solution for the public sector.

    The councils is part of an EU-funded initiative called the Citizens Advanced Relationship ManageMENt (CARMEN) project that is looking to develop an “innovative, knowledge-based multi-media service” based on the private sector approaches to the use of CRMs.

  • UK: Spelthorne Borough Council sees good results from contact management system

    Spelthorne Borough Council is making progress on its route to complete e-government with the successful implementation of a Contact Management system.

    Almost 70 per cent of all calls received from the public are able to record details in the system and route them directly to the right member of staff for action.

    The Comino system keeps citizen information from a wide range of sources in a central database. This links with Spelthorne’s online payment and facilities booking applications, providing a fully integrated, customer-focused approach. In the first full year of use, Customer Services handled almost three times as many calls, with the same number of staff and with improved response rates. Spelthorne’s community transport service, ‘Spelride’, has reduced the average number of engaged calls from over 2,000 a month to just seven, thanks to improved call routing and changed processes enabled by Comino.

  • UK: Wanted: Council CRM Champion

    First National Project is offered up to local government community

    The Office of the Deputy Prime Minister has invited bids from councils to take over the £4.25 million Customer Relationship Management National Project.

    The search is on for a new owner after the London Borough of Newham turned down the opportunity to remain as lead local authority for the project.

  • UK: West Sussex gets big benefits from CRM

    For many government organisations and local authorities across the UK, the investment in citizen relationship management (CRM) systems has been driven by the central government push for efficiency savings and service level improvements. And despite a 60% adoption rate [source: IDC, ‘Customer Needs & Strategies’, Sep 05], many local government organisations are struggling to achieve the full benefits of CRM – whether through technical difficulties or political and cultural resistance.

    However,West Sussex County Council, in a unique partnership with seven borough and district councils, and a growing number of town and parish councils, Sussex Police and the NHS, has overcome both these challenges. Together, the organisations are breaking ground and are using Lagan’s Frontline CRM solution to underpin the development of a seamless information service for the citizens across West Sussex.

  • UK:New Council Contact Centre enhances online service for citizens of Canterbury

    Canterbury City Council has improved its customer service capabilities and reported high levels of customer satisfaction since the opening of its new Customer Contact Centre. The Council is currently handling 27% more customer calls than before the Centre was opened in February 2005 - and a survey conducted amongst citizens and business customers in the second quarter of 2005 revealed an overall Customer Satisfaction rating of 88% with services delivered through the new Centre.

  • USA: Best Practices for 311 Call Centers Begin with Understanding Processes

    Process monitoring, updates at all times, and a focus on support that extends well beyond the call center itself.

    There has been tremendous growth recently in the number of government agencies that rely upon dedicated call centers to provide citizens with a single point of contact--accessible through the Web, phone or by email--for non-emergency issues. In the United Kingdom, for example, the central government issued a mandate that by this year, all municipalities must deploy centralized eGovernment call centers to deliver better service to citizens by simplifying their interactions with municipal agencies.

  • USA: Consistent Customer Service Still an Elusive Goal for Government

    Daryl Covey, co-chairman of CSLIC, said information technology, such as CRM software, works best when it complements a positive attitude toward customers. "You don't start with the technology," he said. "You start with the service-oriented culture."

    Agencies increasingly rely on contact centers to communicate with the public via Web sites, e-mail messages, telephone calls and postal mail. A new report criticizes many of those centers for lacking guidelines to manage federal customer service and ensure accuracy.

  • USA: CRM for E-Government

    Lagan's Frontlink brings the City of Minneapolis into the 3-1-1 age

    Until recently, Minneapolis's 400,000 citizens often had to call a series of different departments to gain access to specific city services. Studies by the City of Minneapolis showed that as much as 20 to 30 percent of these calls from citizens to the City were misrouted and unresolved. Citizen requests for service were cumbersome to track, and determining the status of a request was challenging.

  • USA: CRM Pays Off for Florida Department of Revenue (DOR)

    Case study: The State of Florida Department of Revenue's SUNTAX system has influenced the way tax agencies worldwide provide customer service.

    Tax agencies aren't exactly known for staying ahead of the technological curve, but the State of Florida Department of Revenue has implemented an ambitious CRM initiative that has influenced the way tax agencies worldwide provide customer service.

  • USA: CRM Saves Knowsley Metropolitan Borough Council Over a Quarter of a Million

    Knowsley Metropolitan Borough Council identified cost-savings of over £250,000 (USD$453,484.75) in just two service areas resulting from the implementation of Onyx Software's Customer Resource Management (CRM) product tailored for local government needs. The cost-savings were identified as part of a return on investment study at Knowsley conducted by the National Computer Center (NCC), and the figure is expected to increase as the implementation of CRM in other service areas is analyzed.

  • USA: CRM.GOV

    No longer the bailiwick of the private sector, CRM is a prime focus of government agencies.

    Organizations that use CRM have long been raising the bar of customers' service expectations in the private sector. Those expectations are now crossing over into the public sector. Government agencies are feeling the same pressures as their corporate cousins--both financially and from customers. Recognizing the necessity and opportunities presented by those challenges, government agencies are embracing CRM to conquer them.

  • USA: CRM's wake-up call

    Not long ago, agents in the call center of a well-respected global Fortune 50 company endured the weekly distribution of the bathroom-time bar chart, a graph showing how long each of them had abandoned his phone to visit the loo. If an agent's bar exceeded the benchmark for his call center, he'd hear about it from his supervisor at his next performance review. When call center consultant Lior Arussy handed the disbelieving CEO a copy of one of the bar charts, he jokingly recommended to the executive that the business services company install infrared sensors to detect when agents left their seats.

  • USA: Gaining Taxpayer

    Government CRM has a private-sector goal: customer satisfaction.

    After years of dismissing CRM as a poor fit for the public sector, many government agencies are now enthusiastically embracing the technology. In fact, some analysts say the government sector is the hottest growth market for CRM. Barton Goldenberg, president of ISM Inc., a consultancy in Bethesda, Md., says he expects government spending on CRM software will grow 30% in 2004, reaching up to $2 billion in sales.

  • USA: Government Customer Service: No Longer an Oxymoron?

    Many government agencies have grasped the need to move beyond the first e-government initiatives they deployed, such as self-service or dynamic Web pages. "That is the one channel citizens expect the government to have mastered. Now it is recognized there is a need for the government to be flexible in its technology approach to meet peoples' needs," said Accenture's David Roberts.

    Next year, when taxpayers call the Internal Revenue Service (IRS) for help answering questions as they fill out a return, they will know how many minutes they will have to wait on hold before they can speak with an agent.

  • Who are the Real Customers of the Government?

    Does the government have customers? It might seem a silly question to ask, yet it’s at the heart of a lot of what business intelligence should be focusing on in the public sector. The answer, of course, is yes. But who, then, are the government’s customers? It is very easy to say the citizen, or the taxpayer, or Congress given their representational role in our democracy. And yet, these are the superficial answers that don’t get down to the level that is necessary to start positioning our systems to yield the business intelligence that will best serve “we the people,” the real customers of government.
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