Our team has taught the four-hour tutorial on “Customer Relationship Management for Public Sector Enterprises” at E-GOV. Major modules in that program included the Basics of CRM, Customer-Centric Service Delivery and Electronic Government.
In the first module, we covered “Who Are the Government’s Customers?,” the Business Case for eCRM in Government, the Architecture of CRM Systems and Synergy from CRM and Knowledge Management.
In the second module, we covered Consistency in Transgovernmental Services, Security and Privacy in Customer-Centric Services, the Potential for Bundling Governmental Services and Collaborative Online Government Frameworks.
In the third module we covered Collaboration Across Boundaries, Organizational Change and e-Transformation, Special Needs for Public Sector Portals and “Creating a Mobile Government.”
What part of your e-Government strategy needs a tune-up? DEFCON® will work with your development team to help architect the right solution for your customer base. We also conduct stakeholder surveys to ensure effective alignment between technology organizations and the customers they serve.