EFFECTIVE CITIZEN SERVICE MANAGEMENT TOOLSIMPACT OF

TRENDS THE PEW INTERNET & AMERICAN LIFE PROJECT

ROI: SURVEY OF GOVERNMENT ORGANIZATIONS USING CSM SOLUTION

PRIMARY INTERACTION PREFERENCE FOR CITIZENS CONNECTING WITH GOVERNMENT

HOW AN EFFECTIVE CITIZEN SERVICE MANAGEMENT (CSM) TOOL WORKS

Internet users in America – 85%Americans with Broadband at home – 66%

Americans who looked for information or completed a transaction on a government website – 82%

LOCAL

STATE

FEDERAL

19.4% - In person at a government center

16.2% - By mail

20.1% - By telephone11% - E-mail or text message

30% - Government web portal - PC

0.7% - Government web portal - Mobile device

2.7% - Other

15.1% - In person at a government center

17.1% - By mail

18.5% - By telephone14.9% - E-mail or text message

31.9% - Government web portal - PC

0.9% - Government web portal - Mobile device

1.6% - Other

11.8% - In person at a government center

18.7% - By mail

17.4% - By telephone14.3% - E-mail or text message

35.6% - Government web portal - PC

0.9% - Government web portal - Mobile device

1.4% - Other

Q C S C R

QUESTION COMMENT SUGGESTION COMPLAINT SERVICE REQUEST

CITIZEN INITIATED INTERACTION

NEED MORE FEEDBACK?

SUBMIT A REQUEST

START A CASE

AUTO ASSIGNED TO ASUBJECT MATTER EXPERT (SME)

MANAGERS MONITOR STATUSESHAPPY CITIZENS

FAQsSELF SERVICE / DYNAMIC

REPORTING/ANALYTICS FOR IMPROVED SELF-SERVICE

Citizens and staff can access information they need quickly using the FAQ/Knowledge Base. Increased FAQ hits (4,000) can save between $40,000 and $80,000 of staff time by getting answers to requests faster, identifying trends, and reducing inbound calls.

CRM systems help staff automate routine actions. 50% reduction in staff time spent responding to citizen requests. Note: This can translate to an annual savings $15,000 for every 1,000 cases (survey of CSM users)

Executive team and staff reduce frustration and time wasted by accessing all open cases, who is responsible and their status at a click of button. Reduced meeting time on speci�c cases can save over $50,000/year. For example, 10 departments x 2 hours/department = 20 hours per week (before implementing a CRM system, access to this knowledge may not even be possible.)

SOURCES:

NextGov: http://www.nextgov.com/cio-brie�ng/2012/12/what-new-social-operating-system-means-government/59905/

Pew Internet & American Life Project: http://pewinternet.org/Reports/2010/Government-Online/Summary-of-Findings/Findings.aspx

IDC Government Insights: http://www.govdelivery.com/pdfs/IDC_govt_insights_Thom_Rubel.pdf

For more information on citizen service tools for government, visit govdelivery.com