Benefits of a CRM for Citizen Engagement
Efficacious governing means listening, responding, and reacting. While local governments have traditionally used manual documentation and follow-up processes to manage and respond to citizen requests, modern citizen request management (CRM) solutions are automating critical aspects of citizen service today.
Benefits of a CRM for Citizen Engagement
Now more than ever citizens expect to connect with their local municipalities instantly and with minimal effort. CRM software solutions have many features that make this easier for local government. Here’s a look at some of the ways CRM software can benefit citizen engagement for local government agencies.
Turn citizen requests into service orders
One of the most significant challenges for local government agencies is successfully routing citizen service requests that exist today. In the past, citizens used to commonly call or walk into a public office to report a service request such as an abandoned vehicle or potholes. Digital modernization requires a solution that is easy for local municipalities to receive and track citizen requests while also providing visibility for the requesting citizen.
Citizen request management software gives citizens a convenient web and mobile friendly application interface to submit service and repair requests. From there, agencies can convert relevant messages into trackable service orders for relevant departments, ensuring accountability and operational visibility. Citizen requests become automated, trackable service orders, enabling local municipalities to create workflow and data management efficiency.
Automated follow-ups for open service requests
Citizen request management software also provides internal follow-up capabilities to local government agencies. Manually following up on every service request is virtually impossible. Communities have hundreds of roads and thousands of citizens. Choosing a CRM system that automates the follow-up process with internal agency staff until work is designated complete is necessary.
Remembering to let the requesting citizen know the work is complete is equally as necessary. With modern citizen request software solutions, citizens can check the status of their issues at their convenience. Real-time push notifications and alerts proactively keep them up to date as their issues are resolved.
Service request reporting & analytics
Citizen request data is a powerful resource for decision makers. Modern citizen request management software provides the ability to measure a single department or agency wide. Service requests will tell you a story if you have the tools to listen. CRM systems provide data to help you identify and analyze community-level trends. For example, if a higher than the average number of repairs are regularly requested in one neighborhood, there may need a higher level of proactive refurbishment.
Customer Satisfaction Surveys
Collect valuable feedback that citizens give about their experience. Surveys can be automatically sent following issue resolution to allow citizens to rate their experience.
Integrations
Most modern citizen request management solutions offer a robust integration library enables you to provide a single front door for citizens while connecting all your backend systems. Data should flow to where it’s needed most, whether that involves sending service request data to an asset management system or pulling information from a GIS platform.
Information Security AWS Govcloud
Protecting your citizen’s data is a must-have. Look for citizen request management software solutions that utilize AWS GovCloud to host sensitive data in the cloud, in compliance with requirements including the International Traffic in Arms Regulations (ITAR) and Federal Risk and Authorization Management Program (FedRAMP).
Selecting Citizen Request Management Software
With the wide range of CRM software solutions on the market, it’s challenging to figure out which citizen request management solution is right for your agency. Should you pick the larger platform that’s best known? Or go with a smaller solution that can be tailored to meet your needs?
To streamline the software selection process, the team here at Comcate has met with hundreds of local government agencies and merged their collective wisdom into a CRM/311 evaluation guide for you. Starting with the end in mind – asking stakeholders what success looks like to them. Here are a few examples:
Share successes with residents, council, and municipal leaders
Make better, data-driven decisions
Increase resident engagement
Give departments and teams tools to be more accountable
Streamline workflows to get more done, faster
Never lose a resident request
Know the status of every request with a few keystrokes
Provide 24/7 access to local government
Learn how Comcate can help make government delivery simple, and offer a modern digital experience to help you increase transparency, efficiency, and performance across your departments. If you have any questions about implementing our software, please schedule a meeting with our team, or call us directly at (415) 632-1248.