Governments can create a central online resource where citizens can look up information about events and services, apply for permits or licenses, pay bills and fines, or log reports and requests. Governments can also provide access to relevant data such as weather, traffic, pollution air quality, or unemployment
2. NetDexterity and Municipal DynamicsCRM
2013-07-22 2
• 311
Constituent
Management
• Small Business Enterprise Centre
• Economic Development Outreach
Economic
Development
• Fire & Emergency Call Logging
• Heritage Databases
Municipal
Operations
3. City of Birmingham – 311 contact center
We chose Microsoft
Dynamics CRM because the
technology is proven and
will continue to steadily
improve in the future.
Brian Malone
311 Call Center Director
City of Birmingham
Document
preparation time
reduced by
65%
4. Constituent Relationship Management
Almost every municipality deals with a wide variety of requests from
constituents. These calls can arrive in the city offices, in departmental
offices and also into the information request call centers, or 311 facilities.
Requests come through various channels (for example);
• Phone Calls
• Email
• Web
6. Insert a CRM Outlook pic here with
Emails and track option
Constituent Relationship Management
Handling e-Mail Requests
• Service Agents are
able to efficiently
and easily track
incoming emails
from Constituents
8. Constituent Relationship Management
Handling e-Mail Requests
• Service Agents have
access to an up to date
Knowledge Database
to respond in an
efficient and accurate
fashion.
Insert a CRM Outlook pic here with
KB
11. NetDexterity and Municipal DynamicsCRM
2013-07-22 11
• 311
Constituent
Management
• Small Business Enterprise Centre
• Economic Development Outreach
Economic
Development
• Fire & Emergency Call Logging
• Heritage Databases
Municipal
Operations
12.
13. Dynamics CRM for Municipal Economic Development
• Simplifies event management and attendee registration processes
• Inquiries can be automatically tracked using Activities or entered on a
periodic (daily/weekly/monthly) basis
• Non-CRM inquiries includingWebsite Hits can also be tracked
• Complete tracking for consultations and subsequent follow-up
activities
• Dialog driven processes greatly simplify data entry
• Automatic generation of Consultation Follow-up reminders
15. Dynamics CRM for Municipalities
Page 15
• 311
Constituent
Management
• Small Business Enterprise Centre
• Economic Development Outreach
Economic
Development
• Specialized Systems
• Heritage Databases
Municipal
Operations
16. Dynamics xRM Municipal Business Operations Solutions
Municipalities must also
manage a wide range of city
services provided to their
constituents including
building permits, water and
other services.
Dynamics CRM enables
municipalities to monitor
and track city service
information and
relationships required for
better decision-making and
business interaction.