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CRM FOR GOVERNMENT: PUBLIC SECTOR e-GOVERNMENT

Government CRM is the CRM for Government Edition which capitalizes on the need for increased citizen services with the same or fewer resources and the elimination of information technology capital expenditures. Government CRM includes citizen-centric e-Government CRM, call center support, citizens self service, economic development automation, e-Government Process Workflow and Information Intelligence. Government CRM excels in the benefits of ease of use, staff productivity, return on investment and access to information.

Government CRM empowers public sector entities to build constituent-focused organizations:

Achieve a single, real-time view of the constituent
Share and leverage information across departments and agencies
Deliver single point access to programs and services
Measure and promote constituent services based on requests, utilization and success

Exceed constituent expectations with increased service levels:

Provide consistent communications across delivery channels- agency offices, contact centers, and constituent self-service
Create personalized and targeted services based on constituent needs and preferences
Empower staff with automated processes and agency best practices for managing constituent interactions
Leverage dashboards and reporting for constituent service levels, performance measurements and trends

Increase efficiency and productivity:

Decrease costs by servicing constituents through the most cost-effective channels
Increase efficiency by servicing constituents with consistent processes
Streamline operations and improve response times by automating business processes
Make better decisions with real-time, action-oriented alerts, notifications and information analysis

"The results that Aplicor has achieved with the US Department of Commerce (DOC) and other Federal agencies is proof positive that there is a CRM value proposition for the government whether your customer is the citizens, business or other governments. Expanded and enhanced services and lower cost of operations are key drivers of success for the Public Sector. The fact that Aplicor has thousands of users in the Public Sector is further evidence that the SaaS business model is being increasingly accepted at the agency, department and local levels."

Bruce Culbert, Managing Partner, BPT Partners and Technology Evaluation Center (TEC) Research Analyst

CITIZENS REQUEST MANAGEMENT (CRM)

Aplicor Public Sector Citizens Request Management (CRM) Edition assists some of the largest government bureaus as well as some of the best run provinces and municipalities in managing and automating front to back office citizen-related and operational processes. Aplicor's Government CRM empowers county and municipal governments to achieve world class citizen service levels by reusing information from knowledge-base repositories, automating information flow and providing 24/ 7 citizens self service. A complete citizen history can be automatically retained, thereby displaying a 360 degree view of the activities, cases, communications and correspondence with any citizen or group of citizens.

CASE AND INCIDENT MANAGEMENT

e-Government Case and Incident Management capture, track, escalate and measure citizen requests, cases and incidents (i.e. issues or problems) through completion. Cases and incidents can be automatically assigned or forwarded based on case type, time of day, workload or other user-defined variables. For field staff, traveling staff or staff without Internet connectivity, all necessary data can be downloaded to a secure (encrypted) laptop PC, tablet PC or pocket PC for mobile operation. When connectivity is later initiated, a full synchronization between the portable data and the online system automatically takes place. Increasing citizen satisfaction levels follows the closure of cases and requests which are fulfilled in a consistent, timely and complete manner. All case and incident data is structured in industry-standard XML. Cases and incidents can be imported, exported and shared among agencies.

CALL CENTERS

Government CRM manages the Web, phone or e-mail receipt, routing and resolution for the volumes of non-emergency citizen requests in a call center operation. Call centers often act as a hub through which all citizen inquiries are forwarded to the right destinations. By giving citizens a single point of contact non-emergency services, government can often consolidate many smaller contact centers and save significant costs. Further, using CRM in multi-channel call center operation reduces call center staffing requirements, empowers citizens with self service information, increases citizen satisfaction and keeps 911 lines open for critical matters. Aplicor CRM supports call center requirements with multi-channel contact management, self service portals, online dynamic request or incident creation, automated request and incident routing, computer telephony integration (CTI) and web services integration to dispatch systems. In addition to inbound citizen request fulfillment, Government CRM provides targeted or mass distribution e-mail broadcasts based on scheduled distributions or
triggering events such as emergency response.

CITIZEN SELF SERVICE PORTAL

The web-based CRM citizen self service portal empowers citizens to search online resources, review knowledge-base information, download documents, follow links to related web sites, review case or issue status, initiate online chat and create incidents which are automatically routed to the right destination without intervention. Removing the resources required to accept, comprehend, route, service and follow up volumes of citizen requests accelerates the requests, reduces the resolution time, increases service levels and dramatically lowers costs.

ECONOMIC DEVELOPMENT AUTOMATION

The government CRM sales force automation (SFA) and marketing automation suites support local governments and economic development organizations in marketing their regions, attracting investment, stimulating business growth, increasing export opportunities and other initiatives which promote the region and enhance quality of life.

BEST PRACTICES SUPPORT

With constantly increasing citizen expectations, citizen service mistakes come at a higher price. e-Government organizations who fail to document citizen facing processes and procedures extend user learning curves, repeat mistakes, miss efficiency opportunities and erode citizen confidence. The web-based Content Management System (CMS) is a knowledge-base which delivers e-Government specific instruction, processes and best practices for consistent performance and a simplified user experience. Government CRM best practices and e-Government specific procedures can be created and linked to CRM processes in order to complete tasks accurately and consistently.

STAFF PRODUCTIVITY AND ROI

e-Government organizations do not achieve ROI by putting data into a system. They achieve ROI when manual processes are automated and user productivity increases. Business process automation is the answer to the question of how to do more with less. Only Aplicor Government CRM provides a Workflow Designer to permit the custom configuration and automation of citizen request forwarding, incident handling, process approvals, alert notifications and other user-defined government CRM activities. By empowering users to automate otherwise manual activities, Aplicor raises the CRM system value, payback and ROI.

NIST C & A COMPLIANCE

Government regulatory requirements and privacy concerns share top priority with citizen satisfaction. Aplicor is the only online CRM application with NIST Certification and Accreditation. Aplicor is further ISO 27001:2005 certified and regularly achieves independent security reviews, vulnerability assessments and penetration tests.

PUBLIC SECTOR CRM FOR e-GOVERNMENT

The benefits below are a small sampling of additional CRM for government capabilities:

Section 508 Compliant
Government CRM is section 508 compliant for persons with disabilities
Citizens Satisfaction Continual Improvement
The CRM systems provides manual or automated citizen survey distributions and tabulations. Alert e-mail notifications can automatically initiate based on specified survey response results
E-mail Integration
The CRM system provides synchronization of e-mail, contacts, appointments and activities with MS Outlook, Lotus Notes, Blackberry, Palm and Pocket PC
Offline Edition Portable Data
The Offline Edition downloads the online system to an encrypted laptop PC, tablet PC or Pocket PC so that users remain productive even when they're not connected to the Internet. Offline Edition allows users to take, use and update their account information while on the road and then simply synchronize with the main system during the next login
Demonstrate Compliance
The complete citizen record history and audit trail is automatically retained in order to provide visible and verifiable internal controls for policy, contractual or statutory compliance
Document Library
The Online Document Library provides a central repository of documents, forms and other files. By using a central medium for document control, the most current document versions are always utilized and document security, history and audit trails are maintained
Simple Customization
e-Government CRM screens can be customized to add new fields if necessary, remove unused fields, change field attributes and position all fields and the entire page layout in the way that makes the best sense and supports the greatest ease of use. Customization is done with a visual drag-and-drop designer by system administrators. Programming and confusing syntax are not required

"With dozens of public sector CRM clients, Aplicor has proven that big government is ready for hosted CRM software at the federal and local levels. Aplicor’s Public Sector CRM Edition is designed to accommodate the many contact methods and constituent programs required for effective citizens requests and services management."
Perry Norgarb, Managing Editor, SmallBizCRM.com