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