How a CRM Can Benefit Local Government

Everyone loves to point fingers at the local government for their lack of efficiency. Government technology has a lot of room for improvement, and many people in power use systems that are far out-dated and do nothing to benefit the citizens. Governments continue to spend billions of dollars on technology but are they spending the money in the right place?

Cloud computing for efficiency is the best way to accomplish the most with the least amount of work. Utilizing the cloud allows governments to improve efficiency, cut costs, and help everything run
smoother. It also helps with the following:

Automate tasks

No one wants to lose their job, and people always feel like automation is a straight path to the unemployment line. That statement is not entirely true; much of the time automation exists to make your job simpler. Automation is the best way to improve efficiency and get the job done more effectively. 60% of occupations automate at least 30% of their activities, so that is a good benchmark to start.

Using a CRM in government allows officials to take care of more important tasks while the CRM handles things like data organization. All the while, you’re receiving insights using collected data to
help you improve the efficiency of your work. This all happens automatically, and you do not need to contribute anything.

Speed up procurement

72% of government contractors claim that procurement is one of their top challenges. The long process makes it difficult to secure and maintain government contracts. These contracts are the best way to ensure income and increase the value and public opinion of the local government. Doing this all on your own with support from technology is hard.

Improve Citizen Engagement

Quite possibly, the best thing about using a CRM is citizen engagement and relationship management. In business, they use CRMs to manage all their contacts, maintain their relationships, follow-ups, and move leads through the sales cycle. It’s a lot of the same in local government but with a few changes.

Instead of managing customers, you are managing all the citizens in the town or city. CRMs make it easy to connect with the members of your community.

If we take a CRM and compare it to a 311 system, people are always looking for self-service areas where they can report issues and requests. Not only is this easier for the citizen, but it’s easier on the government as well. If you don’t need someone to sit there and answer requests all day, you could disperse that workforce somewhere else.

Another cool feature of CRMs is you are capable of customizing them to meet the unique desires of your city or town. You can change up the colors and design, so when someone reaches the portal, they know they found the right area.

With a 311, you typically have a group of individuals who sit and answer requests via phone; a CRM allows you to free these people from their desks so they can perform other tasks. The CRM will
automatically capture all requests and send the information off to the necessary department.

Recruit and retain employees

CRMs are all about organization, but that doesn’t only extend outward, it extends inward as well. There are several ways that a CRM system could help benefit the government internally. It could get
used to keep track of applications and organize them based on different metrics.

Hiring managers could then step in and have an easier time with the onboarding and training process because the CRM already organized the applications based on qualifications.

Many people believe that the key to retaining employees is having open and active communication between the people at the top and the people at the bottom. CRM is a great way to ensure this happens every day. There are many different engagement tools for employees to access whenever they have an issue. They can quickly reach the desk of a manager, and that goes both ways. The manager can contact their employees, so no one misses out on an essential bit of information.

The main issue with government efficiency is the number of bodies roaming about at all times. Not everyone is in the building and at their computer always so it’s important to have a notification based cloud system, so no one ever misses anything — the only way to make that a reality is through a CRM.

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