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- Getting Started With Citizen Relationship Management (CRM)
- Citizen Relationship Management is derived from the commercial concept commonly referred to as Customer Relationship Management, or CRM. CRM can be best described as a business culture and philosophy to gain insight about customers, understand their needs, and proactively meet them while building a stronger relationship with the customer. Over...
- White papers 2005-08-09
Additional Resources
- From Portal to TouchPoint: Brescia's Concept of Citizen Relationship Management
- Brescia City Council in Italy has deployed new IT infrastructure to improve communications with local citizens and businesses. Microsoft Content Management Server 2002 was chosen to enhance the management of online resources. Now, each operational division maintains and publishes its own Web content, reducing costs and ensuring fast updates of...
- Case studies
- The City of Milan Is "Easier" Thanks to Citizen Relationship Management Platform
- The City of Milan is an important economic, financial, and creative capital of Italy. The city has a population of about 1.3 million, and it delivers municipal services to more than 3 million people. In order to streamline call processing and deliver better municipal services, city set up a dedicated...
- Case studies 2009-06-01
- The government uses CRM: What lessons can you learn?
- CRM is gaining the attention of governments wanting to start online relationships with their constituents. Learn how CRM, when paired with e-government, is taking on a new look.Customer relationship management CRM helps organizations in the public sector manage customer service. But did you know CRM can also help public and...
- Technical articles 2001-02-23
- Citizens Connect 1.1 (Mobile)
- Citizens Connect is a cutting-edge, full-featured tool for enabling Boston's residents to capture information about the state of the City and to share that info with City Government.The captured "work-orders" are automatically inserted into the City's Citizen Relationship Management system (which is an extension of Mayor Menino's 24-hour Hotline) so...
- Software downloads 2009-11-20
- New Service Platform for Citizens Energizes Council Performance
- In order to serve its citizens more efficiently and effectively, council officials in the Royal Borough of Kingston upon Thames in the U.K. have implemented a citizen-centered tracking system, built upon the Microsoft Citizen Service Platform CSP. The council is projecting 80 percent first-contact resolution rates as the system becomes...
- Case studies 2008-06-01
- State Attorney General's Office Uses New Technology to Improve Constituent Service
- The Pennsylvania Office of the Attorney General manages a broad range of law and public safety responsibilities, including conducting criminal investigations and prosecutions, handling civil litigation on behalf of Commonwealth agencies, and dealing with consumer protection issues. For years, the agency relied on an outdated system for constituent communication, which...
- Case studies 2007-12-01
- Centre Wellington Centralizes Data, Improves Citizen Service With Microsoft CRM
- Centre Wellington is the largest municipality in Wellington County and ranks among one of the fastest growing communities in the province of Ontario. To improve its citizen service delivery, Centre Wellington worked with Microsoft Certified Gold Partner Infusion Development to implement Microsoft Dynamics CRM. The Customer Relationship Management CRM solution...
- Case studies 2009-11-03
- Portuguese Municipality Cuts Citizen Waiting Times by Half With New E-Government System
- Camara Municipal de Abrantes in Portugal wanted to provide integrated and cost-effective services to its citizens online and through its caller centre and improve the quality of life for residents. Prior to 2004, customer-facing services in the municipality - such as fire and rescue, leisure, sport, and libraries - were...
- Case studies
- Muscat Municipality Reduces Inspection Times by 60% With Integrated Enterprise Applications
- Muscat Municipality wanted to improve inconsistent citizen service by establishing a Customer Relationship Management CRM system and obtaining a single citizen view and improve accuracy and relevancy of citizen data. The challenge was to establish automated processes for managing tenancy agreements, building contracts, parking violations, and healthcare inspections and eliminate...
- Case studies 2008-07-01
- Software Firm Quickly Builds Competitive Public Sector Portal Solution
- Many municipal and regional governments lack the resources needed to build and maintain e-government portals. To help these organizations, Microsoft Gold Certified Partner Spenta Consulting built the Citizen Service Platform CSP core framework, now available as open-source software, by using the xRM business application framework. Spenta Consulting also created the...
- Case studies 2009-11-16
- On-the-job strategy: How do you come across to co-workers?
- On-the-job strategy: How do you come across to co-workers?article rootThe article is good at describingthe problem that occurs. However, I think there may be more to the situation. I recently worked in a place and it didn't matter how I would phrase anything. I would really spend time thinking about...
- Discussion threads 2005-05-26
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