Empowering Government Departments with Public Sector CRM : Long Live Citizen Relationship Management

Dears,
CRM strategies and CRM software have become a powerful combination in helping public sector and government agencies meet their organizational missions. Public sector CRM comes in many forms and may include Citizen Relationship Management, economic development, outreach programs, trade promotion, case management, help desk, call center and citizens self service to name only a few. The purpose of CRM varies by governmental agency or entity; however, there is always a common focus on the customer relationship - whether your customer is an internal civil servant, a citizen or anybody else.

Definition of Customer in Public Sector World
In the public sector, the term “customer” covers a diverse community of stakeholders, ranging from individual citizen to local businesses.Customer are also 3rd Parties such as police, health trusts and agencies sharing information or providing services.Managing these varied need and relationship is a unique feature of public sector organizations
Service Dynamics
From a customer perspective, the public sector is primarily focused on providing open and easy access to services coupled with effective delivery of the required services.The diversity of the customer community demands a range of access points and channels across face to face, telephone, web and post. The challenge here is to provide consistent service regardless of the channel used.
Efficiency Factor
CRM focuses on supporting efficiency objectives and is often referred to as an enabler of the greater objectives.The operation challenges are to deliver better services at a lower cost.The application of CRM principles within public sector organization can pose a challenge for those charged with delivering the CRM vision. It might seem like an impossible task; to transform customer service into an efficient process with consistent performance. However, it is important to remember that CRM is an ongoing journey to more customer focused ways of working and not an “ off the shelf” technology application.

Organizational Goals in Public Sector Enterprises
• Improve Citizen Satisfaction
• Citizen Choice
• Social Inclusion
• Increase Service Quality
• Ensure Compliance
• Same result at any point of service
• Consistent Process Applied to All Cases
• Responsive to Frequent Changes
• Reduce Cost of Service Delivery
• Reduce Manual Work, Re-Work, Extended Delays
• Understand Costs and Delays at Each Step to Refine Delivery
• Target Services More Accurately

Watch this space for more...Long Live Citizen , Long Live C(Z)RM

Your Partner and Companion
Dinesh Chandrasekar