Convergence 2014: Best practices from 4 governments that are connecting with their citizens

A government’s main purpose is serving people, and through solid customer relationship management (CRM), they can do it efficiently and with considerable engagement from their citizens. At Convergence 2014 in Atlanta, it’s a hot topic.

The Microsoft in Government blog showcased four governments with effective CRMs:

The National Citizen Services Center of Panama is a countrywide 311 center that gives the country’s 3.5 million citizens a 24/7 toll-free phone line, website and email account where they can lodge complaints and make suggestions. Within months of deployment, the center reduced call times from minutes to seconds and was able to close more than 80 percent of cases quickly.

In Virginia, 20 apps were deployed to the state government’s 1,000 employees to improve services such as processing applications through the governor’s office, responding to letters to the elections office and creating plans for patients leaving the health care system.

The city of London turned to CRM to create a single, 360-degree view of each citizen. Now when citizens reach out for services or to lodge complaints, service agents can see who they are, the city services they receive and their history in one view.

In Grand Rapids, the city created a 311 citizen services and information department. Using a phone line and Web portal, citizens can submit more than 250 types of requests and inquiries to any of 30 departments, and can return to the portal to track request progress.

Head over to the Microsoft in Government blog to get more details on each of these government initiatives.

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Athima Chansanchai

Microsoft News Center Staff