When government (local, regional, federal or national) provides public sector services for its citizens, they should have a responsibility to provide them in a professional, timely manner. That’s not an easily scalable activity when dealing with thousands of citizen cases, often with limited resources. However the aim is to deliver consistently positive experiences to your citizens or constituents. And using external providers who may be better resourced or with a more rationalized core competency in this area can be beneficial to all involved. In my consulting for regional government, I find that they actually work even harder than federal government to find ways to engage their constituents, given how important the revenue stream is for them to be prosperous. Therefore a cloud-based CRM system is an excellent fit for a resource constrained yet innovative regional public service authority.
Blue Hill Perspective: When The "C" in CRM Stands for Citizen: My POV on the Optevia Acquisition by IBM
Posted on March 22, 2016 by Dr. Alea Fairchild