Why CRM in Government is Different
Jaap de Jonge, Management Consultant, Netherlands
Here are some thoughts why CRM in government is different from CRM in business:
Government CRM needs differ from those of businesses in that they must serve the general public at large and not just the best customers. Government and public sector agencies need to serve everyone, and they don’t have the luxury of overlooking disgruntled constituents. Not only that, they have to be accountable.
Government agencies are also businesses with strict budgets. Government agencies must be able to easily interface with other agencies, including local, state, and federal systems. Technical CRM solutions need to be able to adequately integrate with existing government systems and enhance them.
Government processes benefit from a good CRM tool, because handle times can be shortened and many steps of the process can be self–service. Government agencies have the extra responsibility of maintaining strong relationships with constituents, partners, recruits, lawmakers, and other government agencies. CRM solutions require extra security and user–friendly interfaces. Government CRM systems must have a high degree of interoperability to maintain efficiency across agencies.