Governments have the largest customer base in the world and stand to benefit enormously from adopting Customer Relationship Management (CRM) disciplines to increase efficiency and lower service delivery costs. As government agencies evolve beyond basic e-government services to become more citizen-centric, they need better tools to efficiently serve their customers (and agents). Business intelligence solutions promote improved customer service by providing customer-specific information at your fingertips, affording public entities a united customer view and allowing them to provide better, more personalized service in less time. Business Intelligence solutions also foster efficiency and accountability by streamlining business processes to make government less costly to citizens, all while incorporating security measures to protect the privacy and security of citizen information.
Data Management Group has deployed a number of Business Intelligence solutions focused on improving customer service, including a CRM solution for the Defense Logistics Agency and a Patent Workflow System for the US Patent and Trademark Office.
Defense Logistics Agency – Improved customer support by providing insight into call center operations statistics through improved report format, generation, and distribution, thereby allowing DLA to pinpoint customer service issues and determine strategies for service improvement. DLA also benefited by eliminating paper-based processes and third-party analysis costs.
U.S. Patent and Trademark Office – Quickly resolved work assignment report distribution problem by adapting report formats for optimal printing, then designed an improved Patent Workflow System based on Crystal Enterprise 9 to resolve report performance issues and streamline patent application assignment distribution to patent attorneys by eliminating paper-based processes.
To learn about the technology expertise and partnerships we pull from to solve your Business Intelligence challenges, visit our Technology Expertise section.
