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Donnerstag, 17.10.2019
eGovernment Forschung seit 2001 | eGovernment Research since 2001

CRM Customer Relationship Management

  • Australia: But Is the Customer Satisfied?

    Do government CIOs have anything to learn from the private sector about e-government and customer relationship management? Well, yes and no. In some cases government agencies are even ahead of the game . . . Australians' love of technology and our reputation as early adopters are helping drive customer relationship management (CRM) and associated e-technologies into government with a vengeance. Helped along by an increasing number of CIOs stepping over from the private to the public sector, CRM is booming and it appears that in many cases the government sector is leading the field.
  • Citizens Are Customers, Too

    Accenture recently conducted its 2003 "eGovernment Report." The report found that many government agencies and departments are ripe for CRM development.
  • CRM crosses over

    One of the few emerging software categories to survive the dot-com crash of the early 2000s was customer relationship management software.

    Cash-strapped companies saw in it a cost-effective way to prop up bottom lines by holding onto existing customers. More recently, CRM has been crossing over into government, as agencies facing e-government mandates have come to appreciate the benefits of streamlined, cheaper, yet more effective contact with constituents.

  • CRM finds a seat in government

    Customer relationship management is crossing into government as agencies facing e-government mandates have come to appreciate the benefits of streamlined, cheaper, more effective contact with constituents.
  • CRM in Government: Bridging the Gaps

    Governments’ Expectations for CRM Still Do Not Match Their Experience

    Governments are actively seeking to promote citizen-centric government as well as more effective relationships with business. Increasingly, they are looking to the principles of Customer Relationship Management (CRM), as developed and applied by private enterprise, to achieve their goals.

  • Customer Satisfaction is No.1 Goal of European Contact Centres

    Hot topics for contact centre managers: developing agents, reducing costs, improving performance

    Aspect Communications Corporation, a provider of enterprise customer contact solutions,announced the results of the 2005 Contact Centre Trends Market Survey, a study conducted on behalf of Aspect by STRATECO GmbH, an independent contact centre research consultancy.

  • EU Project: Citizens to become Customers

    Sheffield City Council today announced its participation in The CARMEN project (Citizens Advanced Relationship ManageMENt), a new European Union-funded initiative which aims to adapt the private sector's use of CRM technology (Customer Relationship Management) to create an innovative, knowledge-based multi-media service for the public sector.

    Under the auspices of (the EU's eTen programme), Sheffield will partner with Saarbrücken, Prato, the Black Country, among others, to combine CRM expertise and experience to develop a common, open source CRM platform for deployment throughout Europe. Once developed, this new platform will be made available to Public Administrations in a cost-effective and easy-to-use ASP format that can be readily integrated into pre-existing applications.

  • Government Becoming CRM-Friendly

    According to Accenture, government agencies are ripe for CRM, particularly as a way to deliver better service to citizens; but there's still a lot of selling to be done.

    Accenture has conducted a study entitled, "Customer Relationship Management (CRM) in Government: Bridging the Gaps," finding that government agencies are not taking sufficient advantage of CRM to achieve stated goals of better customer service.

  • India: West Bengal to Set Up CSCs

    In accordance with the National e-Governance Plan (NeGP) of government of India, 100,000 Information and Communications Technology (ICT) enabled e-Kiosks will be set up across the country. Interestingly, West Bengal emerged as the first state in India to finalize the Request for Proposal (RFP) and to sign the Master Service Agreement (MSA).

    Under the NeGP - announced by Prime Minister Manmohan Singh - implementation of Common Service Centers (CSCs) is the most important of the 4 pillars of the NeGP.

  • Jordan: Call centre offers short cut to gov’t services

    To check on your application for a job vacancy at the Civil Service Bureau (CSB), you do not have to go through the hassle of turning up personally at CSB's headquarters and standing in a long queue.

    All what you need to do is to call the National Contact Centre (NCC) for Government Service on 065008080 and you will get the information you need within minutes.

  • Kenya: Opportunity for the State to boost relations with public

    One of the best results of the connected government summit in Mombasa last month is the proposed Citizens Relationship Management portal

    The aim of the CiRM is to enable citizens to have quick and easy access to information generated by different government ministries every day.

    The state doesn’t have a reputation for being customer-service driven, but should it embrace a CiRM, it will make a huge improvement in service delivery.

  • Köln: CRM als Call-Center-Rückgrat

    Mit einem neuen Call Center will die Stadt Köln ihren Bürgern eine zentrale Anlaufstelle mit vorbildlichem Service bieten. Helfen soll dabei die Knowledge-Management-Lösung des Unternehmens USU-Openshop.
  • Opinion: Citizen Relationship Management

    It is nearly impossible to talk about e-government without mentioning Customer (or Citizen) Relationship Management (CRM, says Oracle's Andy Smith.
  • Public sector will drive CRM growth, research finds

    The public sector is set to represent the biggest area of CRM growth over the next three years, according to research firm The Institute for Supply Management, which reports that a steadily increasing citizen demand for e-government is spurring many state and municipal government agencies to adopt new tactics for serving the public.
  • Report: Governments need to do more with CRM

    While government executives say delivering customer service is a top priority, a recent study completed by Accenture Inc. found they are also in overwhelming agreement that service levels are not up to snuff.
  • UAE: Awqaf and Minors Affairs Foundation to use Dubai eGovernment’s AskDubai Call Centre service

    AskDubai will now handle 10 Dubai government departments as part of eGovernment Customer Relationship Management

    Dubai eGovernment has announced that the Awqaf and Minors Affairs Foundation (AMAF) has joined the AskDubai program, an initiative that facilitates interaction between the government and its public in one point of contact. Through the AskDubai call centre, the public can enquire about services offered by AMAF.

  • UAE: Emirate projects get CRM rollout

    Dubai Healthcare City is one the projects to get CRM. Dubai Holding, the umbrella company for some of the emirate’s largest ventures, is rolling out a massive customer relationship management (CRM) system across all of its operations, its senior IT boss revealed to IT Weekly.

    According to Sabri Al-Azazi, chief information officer (CIO) for Dubai Holding, the implementation has already begun and will cover all of Dubai Holding’s businesses by the end of this year.

  • UK: Ashford Borough Council makes e-gov strides with Mitel

    Ashford Borough Council has awarded a far-reaching contract to Mitel for IP telephones and associated software to handle interactions with members of the public.

    The Kent authority has chosen the Mitel 3300 Integrated Communications Platform as part of the foundations of a five-year technology and business process overhaul.

  • UK: Camden uses new CRM system to help customer service centre

    London Borough of Camden a new customer relationship management (CRM) system, as an essential component in the development of the council’s customer service centre.

    The Lagan Frontline solution has been procured in conjunction with Specialist Computer Centres (SCC).

    Recognising that improved customer satisfaction is important, the council established Serving Camden. This programme aims to improve the experience that all council customers – whether citizens or business users - have when they contact the council by putting them at the centre of what the council does.

  • UK: Case study: Halton BC plans large CRM system

    Halton Borough Council is in the North West, covering the towns of Runcorn and Widnes, and has embarked on a major CRM project for 2004. It plans additional onestop-shops and a new call centre to handle telephone requests from its 120,000 population. Expected operational by May 2004, this system will also include direct access via the web. All services are planned to be online by July of 2004, to help the Council achieve eGovernment targets for service delivery over the next two to five years.
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