2. San Francisco one of the largest and most populated city in California, United States
Government services (DTIS) were not up to its mark
The example shown in the video is of the abandoned vehicle complaint process
Citizens struggled to find the appropriate voicemail box and leave a message
Citizens were frustrated, leading to multiple messages about a single vehicle
DTIS (department of telecommunication and information system)
Came up with the new system
Greater interdepartmental collaboration Online help
Tracking of work Better customer service
3.
4. • How did the DTIS CRM team change the business process for dealing
with abandoned vehicles in San Francisco ?
• How did old business process work, and its problems,
analyzing the current business process
reviewed the complaints of the customer
analyzed what led to customer dis-satisfaction
completely aware of the problems Whereas the old system
faced by the customers ,
and then changed the process Low Efficiency and accuracy
use the existing 311 service
More of manual labour
have direct one to one interaction
with the operators More time consuming
5. Why the change was necessary ?
The older system created a lot of problems As the whole business process
was disrupted
It was not feasible and an efficient way to carry out the old business process
with a new CRM system
Developing a new business process would lead to faster response as it would be
a direct human interface system
New business process would lead to transparency allowing quick
response and acknowledgement towards the customers
It would lead to Customer satisfaction by providing least scope of error
6. Why is CRM particularly useful for the support of interaction jobs
CRM is the model of man to man & human to human interaction
rather than just doing transactional work
The overall goals are
to find, attract, and win new clients,
service and retain those the company already has,
entice former clients to return,
and reduce the costs of marketing and client
service.
7. How does city wide system help different agencies collaborate with
one another ?
CRM system has software which has the details of all the various
departments of the government like
Department of Public Works,
Dept of Public Health,
Fire Dept
e-government component, linking access methods
such as the City’s website,kiosks, and interfaces to
mobile phones and PDAs
provides an online website where one can lodge a request and also can
track the same or connect to a concerned department.
The collaboration will notify different departments about the
task that has been allotted to them, also helps different
agencies to be connected and contacted throughout.
8. • How the new system helped integrate information among city
agencies ?
• What difference would this make for customer service ?
CRM San Francisco's City Government lead to a higher level of
efficiency by providing customer satisfaction by giving services like:
•Lodging complaints so that Govt. Departments get quick information
for the improvement of the city, e.g. Pot holes
•Tracking work , e.g. Abandoned car
•Lost & found items in the city
•Information of any outlet in the city , map , location
Emergency help and services
9. The type of information system used by DTIS CRM
