When Quick is Never Quick Enough : Need for Citizen Case Management System

Dears,
The article below is based on the true experience sited by Oracle Corporation efforts to help australian govt.
"It's with some mixed emotions that I highlight this particular story on the state of Victoria, Australia's Department of Human Services. Everyone is probably familiar with the devastating bushfires that became known as "Black Saturday" and how disastrous they were to the people of Victoria. However, there were many people working around the clock to identify individuals and families affected by the bushfires and arrange accommodation, clothing, food, and other services. Part of that effort was a case management system designed, built and deployed in 3 days on Oracle CRM On Demand. "The fires had destroyed towns, people had lost their homes and even their lives," said Grahame Coles, CIO, Department of Human Services. "Within three days we were able to roll out these systems, using Oracle CRM On Demand, to assign case workers to people affected by the bushfires and ensure they received the help they desperately needed."
The CRM is not just about Customer Delight or enhancing customer experience sometimes this is the need of the hour solution for Disaster Management. Today every Public Sector CRM solutions should/must have the case management functionalities.” N “number of Government Department across the globe evaluating this solution for the betterment of citizen relationship services. The case sited above is a classical example of how this could be of help during emergency and adverse situations. Based on my experience with one of the govt sector clients they were truly delighted to have such solution in place .Today the problem of every govt sector employee is that they are not fully equipped to handle the citizen relationship which calls for a system and adequate know how about case and Investigation handling. The case of Government Muncipality do we know how much of operational nuances goes in handling cases let it be a permit for license, inspection of buildings, administering city developments..I would say you really need state of the art information systems to manage such diverse operations. The case management is just a starting point of Citizen Relationship Management and it calls for the decision from Government authorities to make the wise decision at the earliest possible

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