Overview

3-1-1 and Citizen Centric Service Delivery is about approaching service from the citizen’s point of view – and for its horizontal initiatives, creating Government-wide structures and processes to help create a more connected organization. For phone inquiries, Government surveys have found that first call resolution is top of mind for citizens, and that those citizens are looking for a consistent, well-informed service.

3-1-1 and Citizen Centric Service delivery consist of customer relationship management software, deployed within a contact-centre environment, all linked together with three-digit phone numbers. In addition to quickly providing answers to citizens over the phone, the telephony service interacts with an online web portal service, and also submits data back to the Mayor’s scorecard allowing for an ongoing snapshot of the city’s vital signs.

Customer Relationship Management (CRM) tools empower an organization with easy access to information so they can respond to citizen queries. With CRM, Government can provide a single Government view when dealing with its citizens. Microsoft Dynamics CRM helps to minimize the collection and duplication of information across organizations and provides virtually a seamless Government interaction using a single citizen access point such as the web or call centre.

Microsoft Dynamics CRM helps provide the tools and capabilities needed to create and easily maintain a clear picture of citizens, from first contact through to purchase and post-sales. Microsoft Dynamics CRM delivers a fast, flexible solution that helps drive consistent, measurable improvements in business processes, enabling closer relationships with citizens.

Case Management Solution

• Microsoft Dynamics CRM 3.0 : Information can be made available organization-wide, as all authorized employees have the power to see constituent histories and respond effectively to questions and requests. Improve access to information in order to gain a more solid foundation for better decision making across the organization. With service scheduling in Microsoft CRM, users can centralize and automate scheduling, simplifying the work involved in booking appointments and improving service delivery to citizens. Microsoft CRM redefines customer relationship management with a fast, flexible and affordable solution for driving consistent and measurable improvements in all of your customer business processes using tools and technology like Microsoft Office and Outlook that people already know and use.



• Office Enterprise or Professional Plus 2007 : Use information-gathering programs (InfoPath) to create forms for entering data about a particular case or program service.



• Office SharePoint Server 2007 : Help government workers become more resourceful with enhanced search capabilities that offer greater reliability in discovering the information needed. Get contextual information to help get to right information more quickly. Initiate ad hoc discussions with other agency workers using wikis and blogs. Take advantage of alerts and RSS feeds that provide access to both data and resources relevant to project, subject or relationship. Share structured and unstructured research and information via collaborative and easy-to-use forums. Report inspection findings and other essential data in seconds rather than days or weeks. Improve data access for greater efficiency, better planning and to institute best practices. Shorten the time needed to create up-to-the-minute reports.



• Windows Mobile 6 helps departments improve organizational performance by effectively and efficiently extending Microsoft Outlook e-mail access, the familiar Microsoft Office and specialized applications to powerful mobile devices.
  

More Information.

• Microsoft CRM 3.0 Professional is a customer relationship management (CRM) tool that helps government agencies view a clear picture of constituents' needs — from first contact through service fulfillment. Microsoft CRM 3.0 Professional streamlines important tasks such as grant writing, field inspections, call center management, and many more. Learn more about CRM Government Software here.
  
  
• View the Microsoft CRM 3.0 solution demo here.