Public Sector

Like their private sector counterparts, government agencies and nonprofit organisations are under increasing pressure to control costs, improve productivity, and deliver better products and services to the people they serve. Typically, government agencies and non profit organisations provide various mechanisms such as email, fax, mail and call centres for their constituents to communicate with them. However, it is a big challenge for agencies to be able to manage communications across all these channels and to be able to share information on their constituents within their agency and also with other external agencies. Increasingly, government and non profit organisations are looking to CRM solutions to improve customer service, streamline operations, facilitate data sharing with other agencies or businesses, and to support new agency initiatives.

At Bright Blue, our consultants have experience in implementing CRM solutions to help government agencies to improve their mission effectiveness and to better serve their constituents. The Siebel CRM Public Sector industry application leverages the Siebel CRM application platform to deliver specialised functionality to meet the specific CRM needs of public sector organisations. Public sector organisations can use the Siebel CRM application in the following manner:-

• Streamline and provide paperless operations using online forms, service requests, and account management accessible via the Internet
• Create a single constituent view enabled via multiple channels of communication to provide better service
• Provides managers with a real-time view of the key performance and operational indicators related to their area of responsibility via real time analytics
• Provide more accurate information to front line workers by integrating and aggregating information from backend systems
• Enables personnel to coordinate the delivery of government services in an effective and timely manner
• To allow management to accurately measure and analyse the provision of service