GOVERNMENT. Helping governments transform public service delivery with efficient, citizen-centric solutions

Transcription

1 GOVERNMENT Helping governments transform public service delivery with efficient, citizen-centric solutions

2 The private sector has revolutionized customer service during the last five years. Customers now have access to broad customer service capabilities when and how they want, including selfservice Web sites, Web chat sessions, and around-the-clock contact centers. These improvements in the private sector have raised the expectations of individuals and organizations as they interact with the government. Citizens are expecting more seamless, personalized, and convenient self-service options for interacting with government organizations across channels they choose, at times they choose. At the same time, governments are facing the need to deliver more with less, comply with complex regulations, and operate more efficiently. Outdated administrative processes and aging, un-integrated technology infrastructures have hindered governments efforts to improve service and increase efficiency. Most procedures were designed to help administrators perform particular functions rather than help citizens, businesses, and government employees address what s important to them. Microsoft Dynamics CRM is more than a product; it is a way for government organizations to deliver on their missions with a complete customer relationship management solution that provides the tools they need to create and easily maintain a clear picture of citizen needs within and across agencies, from first contact through service fulfillment. Created to streamline efficiency with correspondence and outreach, call center, and case management processes, Microsoft CRM can help government organizations of all sizes from local to national deliver higher levels of citizen-centric services and achieve new levels of efficiency. Whether used in a stand-alone environment or integrated with a Microsoft Dynamics financial, supply chain, or human resources management solution, it provides a platform on which government organizations can help streamline their interaction processes and fully integrate information from different sources so that dealing with the government becomes far easier and much more productive. More and more, governments are taking cues from private sector businesses by using customer relationship management solutions to deliver better service and increase operational efficiency. Tools can help manage the business of government eprocurement Reporting Grants Management Government operations are generally defined by two main Tax/Revenue Citizen Communication drivers finance and case management. The continual focus on governance and accountability serves as a motivation Financial Management Case Management to integrate case management and finance functions to increase efficiency. The growing trend in government is to bring together internal Supply Chain HR/Payroll Budgeting Contact Management Call Center operations and citizen services by integrating customer relationship management and back office functions like financial, supply chain, or human resources management.

3 TRANSFORM

4 Deliver responsive, accessible, and personalized services Citizens interact with government organizations daily to gain permits, apply and register for services, log complaints, and request repairs. Businesses interact with governments to obtain licenses, secure permits, understand and ensure compliance with regulations, and seek guidance on employment legislation. Members of communities and associations look to government organizations for information and assistance. Students seek guidance and resources available for their continuing education. Government employees seek to best serve their many stakeholders with increasingly limited resources. Microsoft CRM allows governments to understand and respond to the wide and varied needs of their key stakeholder groups, and be better assured they re delivering on their missions. 311 call center management tools help ease frustration by giving government employees quick, reliable access to critical information and tools they need to address caller requests. Citizens have one point of contact within their city or region, and the system generates an audit trail to help increase responsiveness and enable analysis of service delivery, speed, and costs. Streamlined permit and licensing processes benefit citizens and businesses by reducing paperwork and trips to multiple departments to secure all necessary approvals. Tax agencies can also benefit by increased compliance. Enhanced complaint management systems make it easier for department managers to identify what generates the most complaints so quick action can be taken to make improvements. Self-service incident reporting allows citizens to more easily log and track requests for repairs and other services. Multiple channels for interacting with governments give citizens, businesses, students, communities, agencies, and employees more choices and greater control. Inbound requests gathered through several convenient channels are easily tracked through resolution that often involves many departments and service providers, increasing the assurance that requests will be handled effectively. Case and contract management tools help ensure cases are assigned efficiently to the case workers best suited to respond. Case resolution and evaluation processes can be streamlined by electronic form storage, applicant history, past agency action, and more. A service calendar provides an integrated view of scheduled field-employee activities, existing appointments, potential schedule conflicts, and available resources. This enables effective scheduling of new service activities, such as field service, inspections, case worker site visits, and investigation interviews. SERVE

5 Better align resources with needs to improve efficiency To move to more efficient, citizen-centric models, governments need to collaborate within and across departments to deliver services, and to share information and resources across multiple delivery channels and levels of government. Centralized request processing within Microsoft CRM provides agencies with a fuller view of citizen needs. Programs and processes that slow response time or add limited value can more easily be identified and improved. Resources can be better aligned with citizen needs, to make the most highly valued information and services more readily available. Field inspection tools allow data from field or remote offices to more easily be collected, compiled, organized, and synchronized across other organizational platforms. Everything from application and licensing information to inspector reports and violations can be tracked. Effective outreach, tourism, and recruiting campaigns can help government organizations advance the economic development of their city, region, or country through more efficient management, distribution, and tracking of targeted communications. Costs of outreach communications can be trimmed, while effectiveness can improve through higher quality, targeted information-sharing campaigns. Streamlined and automated business processes can help improve staff productivity, lower labor costs, and free up time for other government business. Performance and compliance management can help improve decision-making by offering managers a real-time view of the analytics and key performance indicators within the realms of their responsibility. Emergency and response tracking can help governments respond more quickly and effectively to threats and emergencies using advanced analysis and case management. Tracking the usage and quality of government services can help increase the transparency of government organizations in how public funds are spent. Centralized reports can help department managers study the number, type, and timing of requests to measure performance, anticipate workload, and adjust budget priorities. Solutions can be implemented to satisfy the most frequent requests more efficiently, and agencies can begin to customize information to better meet citizen needs.

6 Works the way you do Microsoft CRM integrates directly into Microsoft Outlook and other Microsoft Office applications including Microsoft Office Word, Excel, SharePoint, and PowerPoint, enabling your staff to work within the familiar, comfortable Outlook environment. The result: everyone in your government organization can quickly begin using Microsoft CRM for managing relationships, servicing citizens, and creating standardized and consistent workflow processes. With Microsoft CRM, your employees can: Handle citizen management tasks including sending and managing , storing contacts, and managing appointment calendars without leaving Outlook. Access information when away from the office through enhanced data synchronization and mobility features that can enable personnel to take advantage of the tools and information they need, through the use of Microsoft Dynamics CRM Mobile.* *Connectivity and synchronization may require separately purchased wireless products and services. Works the way your government organization does Every local, state, or national government has its own processes, its own mission, and its own way of addressing issues. Microsoft CRM is a flexible solution that can be adapted quickly to your organization s current needs while providing a flexible, scalable platform to better manage your citizen relationships. With Microsoft CRM, you can: Meet your government s business requirements by tailoring Microsoft CRM to match your specific mission. Intuitive, Web-based design tools make it easy to modify application forms, data fields, and relationships. Streamline processes through process automation that lets your government organization transform repetitive tasks into powerful, automated business workflows. Connect applications and information using Web services to create seamless links across systems and platforms. Gain control over information flow from inter- and intradepartmental, and citizen outreach perspectives. Measure the success of your programs with powerful tracking and analytic tools that produce key performance indicators and graphical analysis.

7 Works the way technology should Competing IT priorities have left many agencies struggling with the problem of how to integrate a wide range of often incompatible legacy applications. Microsoft CRM was created to enable the standardization and consolidation of information no matter where it is created or stored. From installations or upgrades to solid performance, more streamlined deployment and management, and enhanced security, Microsoft CRM provides capabilities that can help minimize administrative and operational costs and improve user productivity. Designed to provide a highly extensible platform, Microsoft CRM can be easily customized to help meet the specific processes and requirements of your organization. With Microsoft CRM, you can: Help protect the security of information with a securityenhanced platform designed to help keep your government s data more secure and confidential. Get up and running quickly with streamlined installation processes and enhanced diagnostic and troubleshooting tools that help to reduce setup time. Rapidly search across large volumes of information with optimized data views and queries. Increase system availability with fault tolerance and failover protection. Deploy Microsoft CRM within clustered Web, database, and server environments. Monitor the health of your CRM environment with centralized management and notification tools. Install Microsoft CRM automatically with or without a local data store. The zero-footprint browser client provides a rich CRM experience with full application capabilities. EFFICIENCY

8 The world of government work is changing. Governments are looking for more flexible and broader-reaching ways to serve their citizens. At the same time, they find themselves hampered by legacy technology infrastructures that challenge their abilities to transform their operations. Governments must consider new processes and systems to transform the business of government, and can do so by implementing affordable and innovative technology solutions to help them manage substantial changes over the coming years. Microsoft has demonstrated experience in assisting governments to create reliable, security-enhanced, and integrated solutions that not only leverage existing infrastructure investments but also accommodate future demands. Transformation through technology requires careful planning and collaboration among stakeholders, and across and between government organizations. Microsoft and its ecosystem of strategic partners can help governments evaluate their operational needs to establish a plan for the deployment and successful use of reliable, integrated citizen-centric solutions. To learn more about Microsoft CRM and Microsoft Dynamics solutions that can help your government organization operate more efficiently and provide better service to citizens, visit

9 RESPOND

10 2006 Microsoft Corporation. All rights reserved. This document is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY. Microsoft, Excel, Microsoft Dynamics, the Microsoft Dynamics logo, Outlook, and PowerPoint are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Microsoft Dynamics is a line of integrated, adaptable business management solutions that enables you and your people to make business decisions with greater confidence. Microsoft Dynamics works like familiar Microsoft software such as Microsoft Office, which means less of a learning curve for your people, so they can get up and running quickly and focus on what s most important. Built to work with Microsoft technologies, it works easily with the systems your company already has implemented. By automating and streamlining financial, customer relationship, and supply chain processes, Microsoft Dynamics brings together people, processes, and technologies, helping increase the productivity and effectiveness of your business, and helping you drive business success. Worldwide (1) (701) U.S./Canada Toll Free (1) (888)