"The Best of Constituent Service."

Michael Batt

Director Dynamics State & Local Government, Education, Healthcare

Microsoft Corporation

Agenda

Constituent/Citizen Relationship

Management (CRM)

How Technology Can Enhance Constituent

Services

Best Practices From Across the Country

World-class citizen experiences……begin with your Staff.

“Our district staff

challenged w/following

defined cross agency,

municipality, county

processes”

“Our staff is too stuck

in its old ways to

realize the potential of

new technology”

“Our citizen applications

are just too cumbersome

to use”

“Our front line people

do not have access to

the information they

need in a timely

manner”

“It’s hard to tap into

office systems when

employees are on the

road”

But your staff face challenges every day

Close

request

cases faster

Discover

insights

Enhance

citizen &

vendor

relationships

Attract

businesses to

your district

Respond to

legislative

mandates

Improve

service

That’s the Power of Productivity

By giving your people the right tools…… you can amplify their impact.

The Power of Productivity:

Familiar Intelligent Connected

Constituent/Citizen Relationship Management (CRM)

Introduction to

Constituent/Citizen Relationship

Management (CRM)

Case/Citizen

Productivity

Citizen/

Employee

Care

Outreach

Effectiveness

Extended CRM

Applications

Relationships • Interactions • Process • Insights

Outlook Browser Mobile

Constituent/Citizen Relationship Management (CRM)

Constituent Relationship Management

• Single view of

citizen/constituent

• Real time status of

request

• Town hall summary

• Role base access

and views

Citizen Service Portal

“Drag-and-drop” service requests

Check service request status

Platform for Legislators, States Agencies,

Cities and County Governments, designed

to help with government to citizen

communication on requests for services

Internet-based “app” for viewing and

submitting service requests

Document, Track, Audit, Report

Forums, Social Communities, Dashboards

311Employee Benefits Victim Notification

Indiana Dept. of Corrections

• Multiple notification methods

• Improved process

Economic Development

WV Employee Insurance Agency

• Integrated disparate systems

• Single view of employee

• Centralized process

Public Records Tracking

City of Wichita

• Centralized Citizen Service

• Telephony Integration

• Reporting

Case Management

New York-HHS Agency

• Eliminate 30-40% of case errors

• Cut Medicaid service coordination

in half

User Adoption

City of Birmingham

• Better user adoption across

departments in 1st 6 months than

last 5 years with previous 311

Investigation Management

North Carolina Crime Control

• Offline capabilities

• Increased agent productivity by

80%

“CHOICES is one of the ways we are streamlining business practices to make our services

more efficient – going from a hard copy world and making it a technology driven world”

- Max Chmura, Acting Commissioner, New York Office for People With Developmental Disabilities

California General Services

• Timely responses

• Accurate reporting

City of Rochester

• Better relationship management

• Improved pipeline

Citizen/Employee Productivity/Care/Outreach

IT Help Desk

Burlington County, NJ

• Automated process

• Reporting

• Case management

Budget & Funds

DC Office of the CFO

• Full audit control

• Enforcement of business rules

• Workflow

Budget to Individual

FL Agency for Persons with

Disabilities

• 6 months from legislation to live for

iBudgets

Prisoner Health Access

CA Dept. of Corrections

• Prisoner Healthcare access

appeals across all 33 State prisons

Case ManagementOffender Management

State of Illinois

• Statewide Center of Excellence

• Dept. of Corrections-Offender

Management

Dealer Management

FL Hwy Safety & Motor Vehicles

• Dealer Investigation Management

Executive Office

Commonwealth of Virginia

• Executive Office Transition Solution

• Automate, track, prioritize applicants

“Microsoft Dynamics CRM has played a key role in helping us quickly respond to virtually any constituent."

George White, Pennsylvania Office of the Attorney General.

PA Office of the AG

• Over 50 Applications

• Reduced application development

time by 75%

Extended CRM Applications

The Evolution from CRM to Extended CRM

EventManagement

Citizen Relationship Management

GrantManagement

Employee Relationship Management

Agency Relations

Supplier Relationship Management

Asset Management

Legislative Tracking

FOIA Request

Case Management

Task Management

Federal Agency Management

Legislators can

extend the power

of CRM to

maximize

constituent

relationships.

Public Records Tracker:

Manages and tracks FOIA requests

Powered by Microsoft Dynamics CRM

100% Web Based “Cloud” solution

Meets current FOIA compliance requirements

Automatically generates DOJ reports

Leverages Microsoft Outlook

Integrates with Citizen Portal Sites

Public Records Tracker

eSubmit Citizen Web Portal:

Supports the online submission of FOIA request

Hosted in the “cloud”

Integrated with Public Records Tracker

Portal accessed from Your main website

Automatic online updates

Citizen can track FOIA status from the portal

Meets Open Government Directives

Public Records TrackerPublic Records Tracker

http://www.microsoft.com/industry/government/solutions/public_records_tracker/default.aspx

Michael Batt

Director Dynamics State & Local Government, Education, Healthcare

Microsoft Corporation

703-673-7831

mbatt@microsoft.com