2009 News

THE 2009 CRM SERVICE AWARDS: SERVICE ELITE - MUNICIPALITY OF COAMO, PUERTO RICO: PLEASING THE PUBLIC

By the Editors of CRM Magazine
Posted Apr 1, 2009

Before implementing Microsoft Dynamics™ in November 2007, the government offices lacked visibility into citizen affairs” as was obvious to any individual trying to get through to the government agency with a service request, query, or complaint. Citizen requests and feedback floated through various departments without accurate tracking. Often Coamo citizens had to call multiple times to find out the status of a request.

The municipality retained Rock Solid Technologies, a reseller of Dynamics™ products based in San Juan, Puerto Rico, to solve the challenges and conduct the implementation. For the first time, the municipality developed and began logging citizen and property profiles.

Citizen complaints shrank nearly overnight-plummeting by more than 80 percent since the go-live date in January 2008, and citizen queries can now be addressed within two minutes. By being able to respond to requests more rapidly, Coamo has dramatically improved citizen satisfaction. Some of the remaining calls are actually welcome. "In some cases, people called just to thank us for the promptness of their case completion" reveals Zoraida Reyes, Citizen Service Director.

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