Microsoft brings its vision of People Ready Computing to City Hall with the Citizen Service Platform, a comprehensive solution to transform the customer experience for citizens and businesses, worldwide.
From Australia to Zurich, the Microsoft Citizen Service Platform is helping local governments to improve processes and better serve the constituents of today’s digital world.
Microsoft Solution Partners combine world-class technology expertise with in-depth knowledge of local government
needs. Discover how they can help you with the Microsoft Citizen Service Platform.
Our world is changing rapidly, and so is the ongoing relationship between local governments and the customers it serves. Today, the demands on local governments to serve citizens and businesses have never been greater.
Microsoft can help. With the input of local government customers and partners worldwide, we have created the Microsoft Citizen Service Platform (CSP), a solution set that helps local governments solve their unique business challenges. Component-based and rapidly configurable, Microsoft CSP can support common technology and process foundations across agencies – helping local governments to deliver high quality, and highly efficient, service to citizens and businesses, everywhere.
The Microsoft Citizen Service Platform: At Your Service
Microsoft CSP is a comprehensive solution designed to help local governments worldwide to serve citizens and businesses. Leveraging the Microsoft product stack and template applications, Microsoft CSP delivers a wide range of business capabilities. Around the world, local governments are today using the Microsoft Citizen Service Platform to meet their needs for:
Communication applications: Applications to enable an agency’s employees to receive and send e-mail, to manage calendars, to communicate in real-time, and more.
Search: Functionality for desktop and Internet content search.
Citizen portal: A Web site that provides search capabilities, links to other Internet resources, and functionality for personalizing information and services pages for citizens and businesses.
Interactive forms: Services application forms that citizens and businesses can fill out and submit online.
Geographical information systems (GIS): Tools for cartographic data entry, mapping/spatial query, and visualization of maps.
Intranet portal: Provides staff with an integrated view of information across an organization with single sign-on to Web-based applications.
Web space: Personalized Web pages where citizens can create and post their own content and create their own e-mail accounts.
Citizen contact center (citizen relationship management): The ability to provide multichannel access (phone, Web, e-mail, and instant messaging) to the information and services of a government agency, and to integrate with case management.
Case management: Functionalities that, in response to internal or external event triggers, enable government employees to set up workflows to assess, plan, perform, monitor, and evaluate the options and services required by constituents.
Document and record management: Applications that enable gathering and feeding of documents and other media into collections, formatting and conversion, organizing and maintaining information, and managing user access and editing rights.
Translating Business Challenges into Technology Solutions— The Four-Layer Model
Microsoft has developed a conceptual four-layer model for mapping the business challenges facing local governments and the technology solutions to address these challenges. The diagram below summarizes the model.
The top level identifies the business challenges; to respond to each challenge requires an understanding of the people and processes that are affected on Layer 2, and the capabilities of the applications and technologies that support these are shown in Layers 3 and 4 respectively. Defining the technology architecture for a local government is a challenge in considering the advantages of immediately available packaged software, while at the same time creating a flexible future oriented platform, and also with the opportunity of using new web services to create the right combination.
As this Software + Services combination is adopted into an organization’s architecture, the boundaries between services and applications become blurred. Ultimately, an inflection point is reached where applications can be leveraged across agencies and internal and external partners, improving execution of business processes and optimizing service delivery.
Greg Clark, an international consultant and expert on cities and regions comments in this short documentary on how cities and regions can deploy new technology to facilitate economic growth and provide higher quality services to citizens.
We don’t expect you to try and do this all on your own and we’d like to offer you some assistance. We have dedicated public sector teams and partners in place around the world and we’d like to work with you to help configure the
Microsoft Citizen Service Platform to exactly meet the needs of your people.
Please e-mail your contact details tocsp@microsoft.com and we’ll be happy to get in touch with you to progress your interest in the
Microsoft Citizen Service Platform.
