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Beyond ERP: Citizen Services

Beyond ERP: Citizen Services. Lecture 5: PAD 6710. Citizen Relationship Management. CiRM Improving citizen orientation Better accountability Customer based approach to government services Start, maintain and optimize customer relations New Public Management approach. 311 Call centers.

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Beyond ERP: Citizen Services

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  1. Beyond ERP: Citizen Services Lecture 5: PAD 6710

  2. Citizen Relationship Management • CiRM • Improving citizen orientation • Better accountability • Customer based approach to government services • Start, maintain and optimize customer relations • New Public Management approach

  3. 311 Call centers • Initially envisioned as a means of alleviating 911 congestion • In 1997, the FCC established the 311 for non-emergency local government services

  4. CiRM: 311 Call Center (Miami-Dade) • CiRM • Departmental Consolidation in 311 and PortalAll 65+ County agencies rolled into 311 • Multi-jurisdictional Consolidation • Channel & Technology Consolidation The 311 Call Center   One CallFor all non-emergency service One AnswerAgents at the 311 Call Center can quickly retrieve information about all County Services from the centralized Knowledge Base Management System. One TimeThe Miami-Dade County 311 system serves as an agent, providing the service citizens need without transferring the call.

  5. CiRM: 311 Call Center (Miami-Dade) 311 Call Center Fact Sheet

  6. Crowdsourcing • Collaborative work • Citizen input/ advice into government services • Expert knowledge vs local knowledge • Success factors: • Moderated • Assessed • Organized • Promoted • Rewarded • Managed

  7. Crowdsourcing

  8. Citizen Services • Range of citizen oriented services • Public Safety, Emergency Management & Corrections • Health, Social and Human Services • Commerce, Labor and Taxation – Economic, Business, Community and Workforce Development • Finance and Administration, Human Resources, Licensing and Permitting • Energy, Environment, Natural Resources, Parks and Agriculture • Citizen Engagement, Open Government and Online Service Delivery

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