Microsoft Dynamics CRM for Government

Transcription

1 Micrsft Dynamics CRM fr Gvernment Take the next step frward.

2 This is a small revlutin that brings citizens clser t institutins, and we achieved it thanks t citizen relatinship management methdlgies and technlgies. Antngiuli Bua Manager f the Department fr Quality, Citizen Services, and Simplificatin, Civil Services City f Milan The private sectr has revlutinized custmer care, and these imprvements have accrdingly and understandably raised the expectatins f individuals and rganizatins as they interact with their gvernment. Peple have experienced access t brad custmer service ptins n their wn terms, and nw citizens and cnstituents expect seamless, persnalized, cnvenient self-service ptins fr interacting with gvernment rganizatins acrss multiple channels at any time f day r night. Gvernment rganizatins f all sizes can strengthen these relatinships by cst-effectively and efficiently delivering higher levels f prmpt, citizen-centric service using the same custmer relatinship management (CRM) tls and technlgies widely adpted within the cmmercial sectr. Micrsft s visin is t create pprtunities within gvernment t prvide extrardinary value t citizens and cnstituents as well as t wrkers and leaders; change the way gvernment runs frm within and change the way gvernment interacts with the wrld. This transfrmatin wn t cme by accident. It requires a strategic apprach t make that a reality tday and sustainable fr the future. A well-defined CRM strategy with Micrsft Dynamics CRM at its center can help gvernments meet citizens expectatins fr efficient and accessible service, all the while maintaining budgetary integrity. Micrsft Dynamics CRM is a cmplete relatinship management slutin that helps imprve cllabratin, cmmunicatin, peratinal insight and verall efficiencies. Built n and accessed thrugh familiar Micrsft technlgies, it prvides a flexible and affrdable platfrm that gives gvernment rganizatins a 360-degree view f citizens and cnstituents infrmatin and needs in rder t quickly and easily reslve inquiries and issues. Micrsft Dynamics CRM autmates and streamlines key tasks assciated with citizen services, field inspectins, case management, grants management, licensing and permitting and much mre, thus empwering gvernment rganizatins t meet their unique requirements and imprve service delivery acrss all departments and functinal areas. Micrsft Dynamics CRM can help gvernments attain three key bjectives: Peple-Centric Prductivity Citizen Value Creatin Gvernment Cst With Micrsft slutins, gvenrments can d NEW with less, by building n existing investments at their wn pace t create a mdernizatin apprach that wrks tday and is sustainable int the future. Micrsft and ur partners bring clud, Big Data, mbile, and scial technlgies tgether in slutins that empwer gvnerments t put peple first. Imagine what s next! Micrsft Dynamics CRM fr Gvernment 2

3 Peple-Centric Prductivity Increase wrklad efficiencies fr staff by autmating tasks, centralizing data and enhancing business intelligence. Streamline prcesses and autmate tasks. By mdernizing prcesses that are histrically tracked via pen and paper, emplyees can better utilize time and direct resurces. Autmating wrkflws and reducing administrative tasks minimize paperwrk, errrs, delays, and wasted time, s efficiency and effectiveness f staff are increased. Enhance business intelligence. Facilitate data access, analysis and reprting due t the cnslidatin f citizen infrmatin int ne central surce with real-time updates. This single, hlistic view f the citizen allws fr mre effective tracking, quicker and mre accurate reprting, an increased ability t detect and reslve issues and discver trends as well as eliminatin f duplicative aspects f case handling and data entry. Reprts, dashbards and ther tls are readily available. Increase ease f access in the field. A new Windws 8 and ipad mbile applicatin allws wrkers t use their mbile devices r laptps t access tls and infrmatin, including pen cases, applicable citizen infrmatin and even custmized business lgic added t the CRM deplyment. Evaluating and managing licensing and permit applicatins, uplading phts f cde vilatins, accessing service requests and updating their status can all be easily accmplished while ut f the ffice. Mbile analytics have been enhanced fr mre effective analysis, and upgraded guided prcesses reduce uncertainty. Increase intra- and interagency cllabratin, cmmunicatin and satisfactin. The amalgamatin f citizen infrmatin equates t ne view f the truth, leading t fewer miscmmunicatins, decreased errrs and even imprved relatinships, as the flw f infrmatin within the agency and between agencies becmes smther, accurate, and cnsistent. Manage funds and grant requests. Autmated grant request, review, management, and tracking systems help ensure that the funds granted r received are used efficiently, effectively, and as planned in rder t benefit the cmmunity. A clean, fcused, intuitive and immersive experience Prvide a cmfrtable and familiar user experience. Wrkers are already prficient with the Micrsft suite f prducts, and Dynamics CRM s seamless integratin with ther Micrsft prducts such as Outlk, Excel and Wrd facilitate data handling and crrespndence handling, s deplyment is swift, and daily use becmes agile, straightfrward and cnducive t increased prductivity. A smther and mre intuitive navigatin system streamlines tasks even further and eliminates extraneus clicking, searching and windw pp-ups. Prcess enfrcement has als been enhanced t ensure that each interactin is handled in the best prven way. Micrsft Dynamics CRM fr Gvernment 3

4 Citizen Value Creatin Prvide higher levels f service t citizens by streamlining interactins, empwering citizens and increasing transparency. Prvide quick issue reslutin fr citizens, a nestp-shp. Instead f extensive and extended interactins with multiple gvernment wrkers invlving repeatedly prviding the same infrmatin ver and ver again, citizens can find reslutin f multiple issues thrugh ne quick and accurate pint f cntact due t centralized, agency-wide citizen infrmatin. Regardless f whether infrmatin r service requests are made by phne r , via a website r in persn, cntact center staff members can easily access infrmatin and rute requests t apprpriate departments. Seamless, quick, efficient, citizen-centric service results in increased citizen satisfactin levels and strengthened relatinships between gvernment and its citizenry. Empwer citizens and increase transparency. Offer mre self-service ptins and real-time access t infrmatin thrugh the use f mbile devices, applicatins and web-based services, letting citizens mnitr case reslutin results, service request status updates, persnal infrmatin and mre thrugh effective search and tracking tls. Imprve gvernment fferings t citizens. Cnslidatin f infrmatin expands gvernment business intelligence capabilities, which prmtes effective planning. Gvernment agencies can determine deficiencies and wins as well as citizen wants, needs and dislikes in rder t add, remve r adjust fferings accrdingly. Optimize the usage f taxpayer dllars. Increased gvernment wrker efficiency, imprved inter- and intra-agency cllabratin and cmmunicatin, fewer delays, and less bureaucracy translate t spending taxpayer mney mre efficiently. Gvernment Cst Manage the cst f gverning mre prficiently and accmplish mre with less by adpting tls that quickly integrate with existing infrastructure, enhance usability, and prvide insight int current systems. Extend existing IT investments with minimal csts. Micrsft Dynamics CRM can integrate with legacy technlgy, helping t avid cstly IT investments. Get up and running quickly with lw start-up csts, shrtening time t benefit. Setup time is reduced due t streamlined installatin prcesses and enhanced diagnstic and trubleshting tls, while autmatic updating tls in Micrsft Dynamics CRM Online can free IT staff frm rutine, time-cnsuming updating tasks. Develpment csts are reduced, as the necessary business functins are prvided right ut f the bx, but any fine-tuning required t meet an agency s specific needs is simplified thrugh easy, self-service custmizatin capabilities. Reduce training csts. Wrkers existing familiarity with the Micrsft suite f prducts equates t minimal training csts. Micrsft Dynamics CRM fr Gvernment 4

5 Save mney by sharing slutins and services. Implement Micrsft Dynamics CRM within single departments r divisins and expand t ther areas as resurces allw, thus creating synergy between varius departments, rganizatins and data centers, sharing intelligence, and cutting maintenance expenditures and ther csts, such as thse invlved with duplicative data entry int multiple lcatins. Recruit new businesses t the cmmunity. Create and effectively manage ecnmic develpment cmmunicatins and interactins using business recruiting and cmmunity expansin tls. Generate additinal revenue via tax cmpliance effrts using analytics and data gathered frm the licensing and permitting prcess. Help cntribute t green initiatives. Save n paper csts and help save the planet. A flexible and cnfigurable, prcess-centric experience using yur PC r tablet Simplify enfrcement f cdes. Autmate and streamline cde enfrcement by linking t licensing and permitting. Obtain a hlistic view f vilatrs and their histries. Save mney due t increased staff prductivity: Reduced time spent n tasks previusly handled manually Easier data access, analysis and reprting Reduced time spent in multiple, repetitive interactins with candidates A cmfrtable, familiar user experience Imprved inter- and intra-agency cllabratin and cmmunicatin This cutting-edge technlgy will give Illinis ne f the mst advanced criminal justice infrmatin systems in the cuntry. It will save Illinis taxpayers millins f dllars while increasing public safety thrughut the state. Pat Quinn, Gvernr, Illinis Micrsft Dynamics CRM fr Gvernment 5

6 At-a-Glance Chart f Features and Benefits f Micrsft Dynamics CRM Citizen Services Allw citizens and cnstituents t access infrmatin, submit, and self-mnitr requests via self-service prtals incrprating rle-based security. A ne-stp-shp fr all their needs. Prvide imprved cnstituent service by seamlessly tying tgether multiple legacy slutins int a hlistic cmpsite framewrk. Easily handle simultaneus interactins thrugh vice, chat and while increasing effectiveness using guided scripts and in-cntext applicatin autmatin Citizen Case Increase efficiency with citizen case management capabilities that streamline the creatin, assignment and management f cases acrss multiple channels: defining and managing service entitlements and SLA s creating dynamic ruting and queuing rules t ensure yu hit yur service targets enabling agent swarming n high pririty cases using Yammer Maintain an audit trail fr cases fr imprved versight Multi-channel Care*; 24/7 self-service acrss mbile devices, Facebk, and real-time chat Grant Use autmated grant management prcesses t track requests, identify available funds, review and apprve spending, and track prgress Effectively manage and reprt n multi-year prjects funded by multiple grants by using varius accunting capabilities and wrkflw tls Help ensure accuntability and cmpliance with legislative requirements Streamline the financial aspect f grants management, including authrizatin f funding surces, prcessing f payment requests, and invicing with the integratin f a financial package Licensing, Permitting and Cde Enfrcement Reduce time spent n tasks traditinally handled using paper-based manual prcesses by autmating the prcesses behind licensing and permitting requests and apprvals Increase prductivity f wrkers when away frm the ffice via easy access frm the field thrugh the use f mbile devices Simplify and streamline enfrcement f cdes by autmating and linking t licensing and permitting effrts Cnstituent Simplify and streamline key tasks using autmated wrkflws, dashbards, and analytical tls Easily rute requests t the apprpriate departments and flag fr fllw-up alerts. Develp and distribute targeted cmmunicatins abut upcming events, new services, and changing plicies Efficiently manage phne, , r in-persn cmmunicatins Fuel utreach and recruitment effrts by managing a pipeline f new r expanding businesses and emplyment pprtunities Scial Listening Easy t understand Dashbard shws vlume f cnversatins by language, sentiment and channel Interactive, visual analytics fr easy insights and understanding View psts and reply in-line Tweets Early warning alerts t quickly identify cnstituent issues and trends Track cnversatins ver 1000s f surces including Twitter and Facebk Tp influencer tracking lets yu see wh is talking mst abut yur tpic Native language sentiment analysis in the native language s yu wn t miss cultural cures Micrsft Dynamics CRM fr Gvernment 6

7 Knwledge Authr, review and publish knwledge fr internal use with emplyees and external with citizens/cnstituents Intuitive search prvides highly relevant results including hw-t vides, FAQs and ther dcuments Reduce time spent searching fr files by keeping all related files tgether; dcuments r ntes can be attached t any CRM entity, including linking SharePint dcument libraries. Human Resurces and Operatins Cmprehensive Business Intelligence Manage internal help desk and human resurces services via dashbard, prtal, and cmmunicatin capabilities Track emplyee training and skill develpment Keep peple infrmed abut plicy changes, events, and mre Help attract and retain skilled staff by giving them a slutin that s easy t learn and use Respnd quickly t changing cnstituent needs and gvernment legislatin by increasing the efficiency f resurce planning and allcatin activities Quickly analyze critical trends and share real-time infrmatin Pull tgether all yur data fr easy analysis in any f the mre than 40 ut-f-the-bx reprts cvering a wide range f areas such as revenue, leads, cases, campaigns, accunts, cntacts, events, win-lss, and pipeline Build yur wn rich, interactive, structured reprts using a Reprt Wizard, even using data frm ther data sets Easily cnduct yur wn analysis, mdeling and reprting f data within the system by using a brad suite f flexible, pwerful tls Review reprts and analytics anywhere by taking them ffline Imprt data f any recrd type int the system User Experience and Wrkflw Imprve adptin time and eliminate the csts assciated with sftware familiarizatin, as users are accustmed t the Micrsft lk and feel due t the standard set f icns and visual cmpnents that are utilized acrss the platfrm Cntrl what data is surfaced, hw it appears t the individual user, and their read/write access t the data. Easily cnfigure new user and security rles. Manage preferences thrugh the entire scpe f the applicatin, including access, security, privacy, and cmmunicatin Obtain nline help with Micrsft Dynamics CRM s native knwledge base applicatin built right in Implement wrkflws the way yu want t--simple, single step wrkflws r cmplex nes, acrss ut-f-the-bx system entities r custm entities, and acrss few r all recrd types, manually r autmatically when yu pre-determine Mbility Over Multiple Devices Access CRM functinality while away frm the ffice thrugh CRM Mbile Express n any brwser-based device that supprts HTML 4.0 (such as Windws Mbile, iphne, Blackberry, r Palm) Obtain rich client versins thrugh certified partners Tailr CRM mbile slutins t yur unique business envirnment using a pwerful Windws Mbile / Windws 7 SDK that prvides rich cnfiguratin and custmizatin capabilities Increase analytical effectiveness due t enhanced mbile analytics, reduce uncertainty thrugh guided prcesses and even access custmized business lgic added t yur CRM deplyment. Micrsft Platfrm Interperability Eliminate applicatin-t-applicatin challenges via CRM s seamless, native integratin with Micrsft Outlk, Micrsft SharePint Server, Micrsft Exchange Server, Micrsft Office Cmmunicatins Server and Micrsft Lync Server. Outlk due t bidirectinal synchrnizatin, data is always up-t-date and desn t need t be input r tracked in multiple surces Excel-- tw-way data transfer translates t easy analysis and reprting Wrd easily create mass r pstal mail campaigns with CRM data via integratin with mail merge Lync simplify cmmunicatins by being able t see presence status f Lync users, initiate Lync calls r instant messaging cnversatins frm within CRM Exchange Sync Online Cnfigure and manage synchrnizatin between CRM Online and Micrsft Exchange Online Micrsft Dynamics CRM fr Gvernment 7

8 Platfrm Security and Custmizatin Including xrm Use several methds t build custmized slutins t meet yur needs n tp f the flexible, rbust cre platfrm capabilities included with CRM; n need t custm-build the fundatin Many f the mst cmmn custmizatin tasks can be carried ut using pint-and-click tls included in Micrsft Dynamics CRM, but mre sphisticated custmizatins may be carried ut using Visual Studi tls and any.net develpment language. Maintain distinctins between multiple departments data and custmizatins Regulate data access with CRM s cmbinatin f rle-based security, recrd-level security, and field-level security Cntrl identity management and ease the burden f mundane passwrd management by setting up varius standardsbased identity prviders if authenticated sign-n security is required Set up web-based citizen r cnstituent-facing prtals that cnnect t CRM and run in yur data center r in Windws Azure via CRM s flexible web prtal framewrk Develp and test custmizatins in an islated, nn-prductin nline envirnment CRM Online Enjy financially backed security, data privacy, and cnsistent Micrsft-managed upgrades Guaranteed uptime backed by a 99.9 percent service level agreement and nline and phne supprt Pay-as-yu-g pricing that allws yu t change capital expenditures int predictable perating expenses Onging applicatin mnitring and maintenance, and sftware upgrades Multi-tenant platfrm t hst wrklads and apps in a public r private clud. Migrate frm ne deplyment mdel t anther, prviding maximum flexibility. Micrsft Dynamics CRM fr Gvernment 8

9 Partner with industry experts Micrsft Dynamics CRM is delivered by a glbal netwrk f partners with deep public sectr experience. These business partners can prvide yu with assistance tailred t yur specific needs frm planning and cnfiguratin t implementatin, training, and nging supprt. This means yu can get wrld-class business slutins frm prfessinals wh understand hw yur rganizatin wrks. T find a lcal Micrsft Dynamics partner and slutins fr gvernment, visit D mre with less Micrsft Dynamics CRM ffers slutins that increase wrker prductivity, create value fr citizens and cnsituents, and help gvernments manage csts. Accelerate yur time t value by adpting Micrsft Dynamics CRM tday. Learn mre abut Micrsft Dynamics CRM Visit ur website at + Share 2014 Micrsft Crpratin. All rights reserved. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED, r STATUTORY, AS TO THE INFORMAITON IN THIS DOCUMENT. NO LICENSE (EXPRESS OR IMPLIED, BY ESTOPPEL OR OTHERWISE) TO ANY INTELLECTUAL PROPERTY RIGHTS IS GRANTED BY THIS DOCUMENT.