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Serving constituents, saving dollars; the cost-reduction potential of constituent relationship management.(Cover story)
Constituent relationship management (CRM) combines advanced telephony, Internet, and computer technology with constituent-focused business processes and an ethos of service to the community. Coordination between these elements in a government organization makes possible drastic improvements to constituent service. Consider the following examples:
* As a result of CRM-led process improvement efforts, the City of Chicago, Illinois, was able to reduce the time between a report of a pavement cave-in is first reported by a constituent to when it is repaired by the city by almost 80 percent and by almost 20 percent for sewer cave-ins.
* The City of ...
- Lagan, a Leader in 311 City Services and CRM Solutions for Local Government,...
- Press release article from: Business Wire June 27, 2005 700+ words
...311 city services and CRM solutions for local governments...line can alleviate non-emergency calls from an existing 911...was tied up with non-emergency calls," said Tom Mazur...services." Unlike other CRM systems on the market...
- Minneapolis Adopts Lagan Technologies' Frontlink CRM Solution in New 3-1-1 Call...
- Press release article from: Business Wire January 3, 2006 700+ words
...center will alleviate the burden of non-emergency calls being placed into the city's existing...established in 1994 and specializes in CRM solutions, principally for the public...manner. Lagan enables the front-end CRM environment to be integrated seamlessly...
- CRGT Awarded Design Phase of Montgomery County 311/CRM Initiative.
- Press release article from: PR Newswire May 7, 2009 700+ words
...311/customer relationship management (CRM) solution, pursuant to the "Envision...phone number for all government non-emergency calls and a user-friendly web site for enhanced...they have for a best-in-class 311/CRM system," he continued. About CRGT...
- City aims to cut 911 snarl // More staff for non-emergency calls
- Newspaper article from: Chicago Sun-Times Jim Casey; Phillip J. O'Connor January 28, 1987 700+ words
About 300,000 non-emergency calls a year have been switched by...They are the very type of non-emergency calls the city has been urging people...job over all in shunting non-emergency calls to other agencies. Often they...
- U.S. Cellular move aids rivals: Emergency calls possible in subway.
- Newspaper article from: Chicago Tribune (Chicago, IL) August 4, 2006 700+ words
...get one of those benefits: making emergency calls. The U.S. Cellular service, launching...Cellular network can be used for emergency calls by phones that use the same operating...Cellular subway service for non-emergency calls, Borner said. But that will vary...
- Monrovia, Calif., Uses Space Program Technology to Make Street Intersections...
- Press release article from: Business Wire April 25, 2001 700+ words
...and ambulance vehicles respond to emergency calls. "Through our partnership with Monrovia...city police and fire units respond to emergency calls using a unique signal preemption system...were 73 percent more deaths during emergency calls, when lights and sirens were operating...
- GREEN LIGHT TO RUN CODE 3 POLICE INTENT ON CUTTING DOWN RESPONSE TIMES FOR MANY...
- Newspaper article from: Daily News (Los Angeles, CA) May 18, 2004 700+ words
...begun dispatching officers to all emergency calls with their lights flashing and sirens...to prevent crime.'' Previously, emergency calls were dispatched on a two-tier system...required a light and siren; other emergency calls, labeled Code 2-high, did not...
- EMERGENCY CALLS SOAR; Paramedics struggle with 50% rise.(News)
- Newspaper article from: Birmingham Evening Mail (England) July 18, 2003 700+ words
...JIM GUTHRIE A FIFTY per cent rise in life-or-death emergency calls to Staffordshire Ambulance Service today left paramedics...trust chief executive Roger Thayne has been going out on emergency calls to help cope with the staggering demand. Ambulance service...
Source: HighBeam Research, Serving constituents, saving dollars; the cost-reduction potential of...