CRM: Customer Relationship Management for the Government

Posted by: Christopher Smith | Posted on: February 15th, 2012 | 0 Comments

Customer relationship management, commonly abbreviated as CRM, is a type of online software platform that helps companies engage with their customers. In the private sector, a CRM enables customers to carry out standard tasks or requests related to a particular company. A CRM for a utility company, for example, may allow customers to automatically start or stop their service, or simply register a complaint. By allowing a CRM to handle these types of tasks, the company not only saves money but is also able to keep thorough and accurate records of individual customer relationships.

This type of system is just as applicable to the public sector. Large agencies such as the Internal Revenue Service in the United States already have a CRM to make it easier for individuals to file their taxes. However, this is a starting point for what could be a vastly improved system for handling a much wider variety of citizen needs, partly because the system can retain so much information. A CRM that dispersed a wide array of government services could “remember” each citizen’s voluntarily input data, thus making it easier for citizens to quickly access services without having to spend an inordinate amount of time interfacing with a customer service agent. Maintenance services in particular could benefit from this information retention. If a particular street has not had its lampposts maintained within a certain period of time, the system could automatically send out a notification of needed services based on a preordained timetable.

Similarly, citizens could call and notify the government of a particular problem and receive instant and cost-effective service, partially because the government would be able to allocate its resources in a far more effective manner. A CRM works both ways in facilitating interactions with the public. It benefits the citizens who need service, and it benefits the government in terms of understanding how it needs to formulate its budget in order to prevent redundancies or neglect in its maintenance schedule.

However, to be truly effective a government CRM must be prepared to erect appropriate security measures to keep its information safe. An open exchange of information is encouraged unless it compromises either the security of the citizens or the larger governing body. Luckily, CRMs can be secure; they simply require the expertise of a trained programmer.

Related Articles
The Government Uses CRM: What lessons can you learn? (techrepublic.com)
The Public Sector CRM Opportunity (informationweek.com)
Customer Relationship Management for the  Government (CSEDEV.com)