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Constituent services management from IBM
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| Streamlining government processes
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The constituent services management solution from IBM helps you create a single point of contact for citizens to engage a variety of government services. This e-government transformation can help decrease response time for service requests to enhance citizen satisfaction. It also helps improve cross-agency communication and reduce costs.
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| Turn to IBM
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IBM can bring our e-business implementation experience gained in the business sector to your government agency.- We have completed thousands of e-business transformation projects, including many for national, regional and local governments.
- Our team of more than 1,800 people worldwide is dedicated to solving the challenges facing virtually all levels of government.
- IBM has developed a blueprint to help unite government and technology into a single, over-arching strategy for success.
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| Getting there from here
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The shift towards a global, digital economy is driving dramatic change in government operations. IBM can provide the skills and expertise necessary to grow, succeed and better serve your constituents in the new Internet age.
The constituent services management solution from IBM is designed to integrate contact centers with core line-of-business operational and informational elements, improving service and enhancing government efficiency.
It helps you:- Incorporate e-business applications with existing government processes such as financial records, policy databases, case histories.
- Offer citizens virtually anytime, anywhere access—through phone, fax, e-mail Web, walk-in—to government services.
This solution can help you develop and implement solutions that:- Address critical calls and information management, including linking with inter-governmental services, as appropriate.
- Capture constituent service requests and manage them through resolution.
- Facilitate the support and introduction of new government programs.
- Enable the development of new, easy-to-use applications quickly and cost-effectively.
- Provide an audit trail for constituent initiated requests.
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| The e-government transformation
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The city of Lynchburg, Virginia implemented the “Citizens First Program” to open the lines of communication between 1,100 municipal personnel in 11 departments who interact with outside agencies, city councilors and the general public.
Their constituent services management solution created information services that provide Lynchburg citizens with a single point of contact through its customer service center, which includes 24x7x365 access through the city's Web site. This allows citizens to learn about virtually any city service, quickly and effectively make use of services, and track their queries and requests.
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| Lower costs, increased satisfaction
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The constituent services management solution from IBM can help you:- Reduce costs by automating online customer interaction.
- Increase efficiency by establishing an agency-wide, citizen-centric knowledge base.
- Improve timeliness of revenue collection by linking online services with governmental processes.
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