"The Best of Constituent Service."
Michael Batt
Director Dynamics State & Local Government, Education, Healthcare
Microsoft Corporation
Agenda
Constituent/Citizen Relationship
Management (CRM)
How Technology Can Enhance Constituent
Services
Best Practices From Across the Country
World-class citizen experiences……begin with your Staff.
“Our district staff
challenged w/following
defined cross agency,
municipality, county
processes”
“Our staff is too stuck
in its old ways to
realize the potential of
new technology”
“Our citizen applications
are just too cumbersome
to use”
“Our front line people
do not have access to
the information they
need in a timely
manner”
“It’s hard to tap into
office systems when
employees are on the
road”
But your staff face challenges every day
Close
request
cases faster
Discover
insights
Enhance
citizen &
vendor
relationships
Attract
businesses to
your district
Respond to
legislative
mandates
Improve
service
That’s the Power of Productivity
By giving your people the right tools…… you can amplify their impact.
The Power of Productivity:
Familiar Intelligent Connected
Constituent/Citizen Relationship Management (CRM)
Introduction to
Constituent/Citizen Relationship
Management (CRM)
Case/Citizen
Productivity
Citizen/
Employee
Care
Outreach
Effectiveness
Extended CRM
Applications
Relationships • Interactions • Process • Insights
Outlook Browser Mobile
Constituent/Citizen Relationship Management (CRM)
Constituent Relationship Management
• Single view of
citizen/constituent
• Real time status of
request
• Town hall summary
• Role base access
and views
Citizen Service Portal
“Drag-and-drop” service requests
Check service request status
Platform for Legislators, States Agencies,
Cities and County Governments, designed
to help with government to citizen
communication on requests for services
Internet-based “app” for viewing and
submitting service requests
Document, Track, Audit, Report
Forums, Social Communities, Dashboards
311Employee Benefits Victim Notification
Indiana Dept. of Corrections
• Multiple notification methods
• Improved process
Economic Development
WV Employee Insurance Agency
• Integrated disparate systems
• Single view of employee
• Centralized process
Public Records Tracking
City of Wichita
• Centralized Citizen Service
• Telephony Integration
• Reporting
Case Management
New York-HHS Agency
• Eliminate 30-40% of case errors
• Cut Medicaid service coordination
in half
User Adoption
City of Birmingham
• Better user adoption across
departments in 1st 6 months than
last 5 years with previous 311
Investigation Management
North Carolina Crime Control
• Offline capabilities
• Increased agent productivity by
80%
“CHOICES is one of the ways we are streamlining business practices to make our services
more efficient – going from a hard copy world and making it a technology driven world”
- Max Chmura, Acting Commissioner, New York Office for People With Developmental Disabilities
California General Services
• Timely responses
• Accurate reporting
City of Rochester
• Better relationship management
• Improved pipeline
Citizen/Employee Productivity/Care/Outreach
IT Help Desk
Burlington County, NJ
• Automated process
• Reporting
• Case management
Budget & Funds
DC Office of the CFO
• Full audit control
• Enforcement of business rules
• Workflow
Budget to Individual
FL Agency for Persons with
Disabilities
• 6 months from legislation to live for
iBudgets
Prisoner Health Access
CA Dept. of Corrections
• Prisoner Healthcare access
appeals across all 33 State prisons
Case ManagementOffender Management
State of Illinois
• Statewide Center of Excellence
• Dept. of Corrections-Offender
Management
Dealer Management
FL Hwy Safety & Motor Vehicles
• Dealer Investigation Management
Executive Office
Commonwealth of Virginia
• Executive Office Transition Solution
• Automate, track, prioritize applicants
“Microsoft Dynamics CRM has played a key role in helping us quickly respond to virtually any constituent."
George White, Pennsylvania Office of the Attorney General.
PA Office of the AG
• Over 50 Applications
• Reduced application development
time by 75%
Extended CRM Applications
The Evolution from CRM to Extended CRM
EventManagement
Citizen Relationship Management
GrantManagement
Employee Relationship Management
Agency Relations
Supplier Relationship Management
Asset Management
Legislative Tracking
FOIA Request
Case Management
Task Management
Federal Agency Management
Legislators can
extend the power
of CRM to
maximize
constituent
relationships.
Public Records Tracker:
Manages and tracks FOIA requests
Powered by Microsoft Dynamics CRM
100% Web Based “Cloud” solution
Meets current FOIA compliance requirements
Automatically generates DOJ reports
Leverages Microsoft Outlook
Integrates with Citizen Portal Sites
Public Records Tracker
eSubmit Citizen Web Portal:
Supports the online submission of FOIA request
Hosted in the “cloud”
Integrated with Public Records Tracker
Portal accessed from Your main website
Automatic online updates
Citizen can track FOIA status from the portal
Meets Open Government Directives
Public Records TrackerPublic Records Tracker
http://www.microsoft.com/industry/government/solutions/public_records_tracker/default.aspx
Michael Batt
Director Dynamics State & Local Government, Education, Healthcare
Microsoft Corporation
703-673-7831