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The modern government citizen experience

October 31, 2016

In today’s world, technology connects us closer together. Information is at your fingertips 24 hours a day, seven days a week. This has led to greater citizen and constituent demands on government. Citizens want convenience, speed, and transparency of information from their government organizations. Whether it’s getting instant access to data services and information, sharing their input in spending and budget allocations, or filing complaints and requesting services, citizens want more and they want to actively be engaged. Citizens have moved from a silent role in their government to expecting a superior customer experience, similar to what they would expect from major private organizations.

Government organizations are beginning to adapt, through call centers and various technology initiatives, to meet citizen demands. Mobile citizen applications enable citizens to report issues and request government services, such as pot holes, water outages, and trash services. These applications are not only important for reporting issues, but also for obtaining information, such as city events, street closures, traffic issues, and more. In addition to these applications, citizens can report or gain information from 24-hour call centers. Many governments are developing citizen-centric websites. Instead of requiring citizens to head to City Hall, for example, many services can be handled via a government website, such as obtaining your birth certificate, permits, and licenses. Council and board members are engaging with citizens, not just during town hall and council meetings, but through social media channels and webcasts.

The modern government organization is managing the myriad of requests it receives by transforming traditional customer relationship management (CRM) solutions into citizen relationship management (CRM) systems. These systems manage citizen engagement. They can manage a citizen’s request for services. And, they can manage a complex information request from inception to completion.

To be successful, your CRM solutions should be integrated into your government’s back office solutions. That way you can manage service and information requests, including permitting, licensing, and more. With two-way integration, you can provide status updates and continuous feedback, as well as notify the citizen when the service has been completed. You can also deploy your CRM solution to manage citizen outreach, whether it is general information on events and programs or information during emergencies. Additionally, constituent management is also valuable for CRM solutions. By creating a more holistic view of your constituents and issues, you can give your council members a more streamlined approach to addressing citizen concerns and questions.

With a robust CRM solution, you can transform the citizen experience.

To learn more, visit Infor Public Sector; view on demand webinar, How to embed digital transformation in your agency.

Heather Sherlock, Director, Infor Public Sector
  • Federal Government
  • State and Local Government
  • North America
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