CRM For Government Agencies
Citizens are customers too! Citizens need a responsive team working for them in their local and national government. ClearC2 has a solution designed specifically for the government team that needs to respond to the citizen’s request and communicate effectively through email, phone and the Internet. The C2CRM eCitizen solution does this and more.
Citizen Portal for Web Requests of City Services
Government entities must provide a multitude of different channels for the citizen to get and receive information. One key is allowing the citizen to effectively request service and receive updates on that service via the Internet.
C2CRM Can HelpC2CRM eCitizen creates a Citizen Portal for requesting and receiving service from the government agencies.
BenefitsUtilizing C2CRM, you will improve customer service to the citizen.
The eCitizen C2CRM solution, for example, allows the citizen to define a profile, register for an electronic newsletter, and interact with government services. Water bill presentment, tax payments, and traffic citations can all be accomplished with the eCitizen portal.
Web Content Management
Web site content is only useful to the citizen if the information is up-to-date and contains valuable information. Without a dynamic content management, the information will quickly be out of date and therefore the government agency is not effectively communicating with the citizen.
C2CRM Can Help
With the C2CRM solution, everyone becomes a website contributor. Different departments follow a standard template and are responsible for their sections of the website. Publishing the content is secure and follows a defined workflow to insure integrity and accuracy are maintained.
C2CRM will help agencies improve the content of the website; the citizens will visit more often, and have a more profound sense of community involvement and awareness. C2CRM, for example, allows each section and page of the website to be assigned to someone to manage. Each update can be reviewed by management before publishing to the public. When a page needs to be reviewed, the personnel that needs to review the page receives a notice informing them that they have a page in the approval queue. This workflow both insures website integrity and limits agency liability. With the potential of each section being managed by a person responsible within the agency instead of an outside third party, or the necessity of every update being submitted to the Information Technology webmaster, the content is managed by the personnel most informed about the content. The HTML editor is used to make changes or add a new page. Knowledge of HTML programming is not necessary. To see a municipal website that utilizes content management services provided by ClearC2, please visit the City of Coppell, Texas website at coppelltx.gov
Government Agencies need to proactively communicate changes in services, emergency events that affect the community, construction projects and even election results.
C2CRM Can HelpC2CRM sends a weekly or monthly newsletter informing the citizens about changes in their particular interest. These newsletters can be sent to the community automatically or manually to delivery and update on an emergency situation
- Informed citizens are involved citizens. Informing them with different mediums such as an electronic newsletter lets them know that Government agencies are willing to accommodate the citizen. A proactive update with the eNewsletter is read more often and more extensively than updates to the website or notices in hardcopy print.
- C2CRM provides a tool for defining the content, recipients, and the date and time of issue of the eNewsletter. Content can be in plain text or rich HTML format that has links to website content pages. Citizens elect their preferences in their eCitizen profile; therefore, the content of the eNewsletter only pertains to their interest. Departments of the government agencies simply update the information through the C2CRM editor and then elect various “stories” that will be delivered to the eCitizen.
Tracking Citizen Information
Tracking the citizen demographic information and knowing what the citizens are interested in and having that information available for any agency or personnel that will respond to a citizen request or inquiry is at the heart of the eCitizen solution. When a citizen feels that the government is working for them, they feel empowered.
C2CRM Can Help
Deploy a CRM solution like C2CRM to track and share citizen information across teams in your organization. Person or business, C2CRM will contain and display the data necessary to effectively communicate with each eCitizen in your constituency.
The eCitizen feels that the agency or department is aware of their request since they can find the information effectively. Other agencies and personnel who are not directly responsible for responding to the request can review and research the request for the citizen. This reduces the “pass off” situation whether via phone, email, or in person.
Creating detailed reports on the status of requests and projects, the history of the types of requests over a period of time can be a daunting task.
C2CRM Can Help
A robust CRM system offers true analytics which can drill down into the database and extract key data to create reports showing related details of citizen interest.
- The ability to create detailed reports can improve effectiveness of the management team and allows agency managers to allocate resources effectively.
- C2CRM eCitizen can allow you to create a report on the fly which show how many requests of “Type A” were responded to, how many are open, and how many times a particular citizen has requested a service.