CRM News: Government

Tuesday - April 8, 2008

Much ink has been spilled about what, exactly, has been the secret of Barack Obama's overwhelming success. There is no denying his charisma or the appeal of his message, but a behind-the-scenes look at how his political machine operates -- namely, how it empowers its people on the ground to operate -- is worth a look as well. One interesting place to start -- for those of us in the CRM industry -- is Obama's implementation of RightNow Technologies' software. [More...]

Census 2010: Rock, Paper, Scissors

Monday - April 7, 2008

When the Census Bureau sends out its legions of employees to count American heads two years hence, the roughly 140,000 address canvassers and 580,000 enumerators won't be armed with custom-built handheld computers. Instead, Commerce Secretary Carlos Gutierrez told a House panel on Friday, the government agency will use a paper-based system. [More...]

Fine-Tuning City Services With a Citizen Call Center

Tuesday - March 25, 2008

A call center, some PowerPoint slides, a few new computers and regular meetings. It doesn't sound like much, but the administration under Philadelphia Mayor Michael Nutter is convinced it can reinvent city government with those simple tools and a new management method called "PhillyStat." [More...]

GAO Lambastes FCC for Lousy Complaint Response System

Friday - March 14, 2008

To say the Federal Communications Commission isn't responsive enough to citizen complaints about telemarketers or TV programs likely would be an understatement of monumental proportions, if a new study from the U.S. Government Accountability Office is accurate. On Thursday, the GAO issued a report that blasted the FCC for a lack of responsiveness to complaints. [More...]

Citizen CRM: Treating Taxpayers Like Customers, Part 2

Thursday - March 13, 2008

Like their peers in the private sector, government agencies are under pressure to deliver services around the clock and in digital form. "Customers increasingly prefer to serve themselves whenever and by whatever means they wish," said Gina Pearson, director of the National Energy Information Center, U.S. Department of Energy's Energy Information Administration. [More...]

Collaboration in Government IT, Part 2: Putting It in Place

Monday - March 10, 2008

Rapid and cheaper deployment and the enhanced information sharing and communications collaborative applications afford organizations are helping the technology catch on in government agencies just as in the private sector. Today's government agencies face growing pressure to improve efficiency, increase transparency and enhance constituent services," noted Oracle vice president Wayne Bobby. [More...]

Citizen CRM: Treating Taxpayers Like Customers, Part 1

Thursday - March 6, 2008

The fact that we pay the taxes that support the costs of government ought to make us the customers of the government, right? That seems logical, but often taxpayers and constituents are treated more like an annoyance than a valued customer. However, some government agencies are starting to see the light and work on providing customer service to taxpayers. [More...]

Public Trust at Stake in EEOC Call Center Overhaul

Tuesday - March 4, 2008

The complex transition to in-house customer service has divided the Equal Employment Opportunity Commission board and raised concerns about service quality at a time when the agency is already under fire in a Supreme Court case. A stopgap measure will help the EEOC keep its phones staffed temporarily after closing its call center Dec. 19. [More...]

Collaboration in Government IT, Part 1: Needs and Benefits

Monday - March 3, 2008

Perhaps nowhere as in government services is the need for truly collaborative software and information systems so great. The organizational and information management challenges are as immense and far-reaching as government itself, and if anything have intensified in the face of budget cuts and constraints, population growth, demographic shifts and a more complex, technologically dependent and affluent society. [More...]

CRM Lessons Learned From the Iowa Caucuses

Friday - January 4, 2008

There is a huge CRM lesson embedded in the results of the Iowa caucuses, and it has almost nothing to do with which on-demand CRM application a candidate used to track everything. The story of Iowa is one of new-fangled technologies, such as blogging and social networks. [More...]

Tech Heavies Offer E-Gov Search, Privacy Tips

Wednesday - December 12, 2007

Tech leaders representing Google, Wikipedia and the Center for Democracy and Technology testified Tuesday before the Senate Committee on Homeland Security and Government Affairs, which is mulling reauthorization of the E-Government Act. Signed into law five years ago, it requires government agencies make information more accessible electronically. [More...]

See More Articles in Government Section >>

Shortcuts