OCTOBER 2020CIOAPPLICATIONSEUROPE.COM 19cIoinsightsThe Journey to CRM in Local Government Working in local government today is defined by the journey to find and implement a technology system that can be described but doesn't exist. Endless RFP's have been responded to claiming to be the system. The promise is that once found it will rejuvenate local government, arming cities with the tools and information needed to effectively run cities. At this point it seems almost mythical. It feels like a search for the fountain of youth.Customer--or perhaps more accurately stated as Citizen--relationship management (CRM) technology is not the fountain of youth for local government. However, deploying CRM is the most important piece to capturing the essence of the system that's alluded generations of local government employees. For decades, CRM has successfully helped private sector organizations streamline customer information, marketing and contact details to drive a long-term sales growth. Given those origins it's not a surprise that government, and in particular local government, has still only scratched the surface with CRM. Think about it: every person is a contact who consumes local government services.Over the last decade the game changer has been the way CRM platforms have maximized the cloud, mobile and social advancements. Bringing these innovations right USING CRM TO POKE HOLES IN SILOS IMPROVING CITIZEN SERVICE FROM THE INSIDE OUTDan AultDAN AULT, CIO & ASSISTANT TOWN MANAGER, TOWN OF CARY
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