GROUP : 9Shruti Bansal (62)

Kinjal Raut (100)

Raman Ganapathy (97)

Anil Rao (98)

Jay Rajgor (96)

PRESENTS

SUMMARY San Francisco one of the largest and most populated

city in California, United States Government services (DTIS) were not up to its mark

Citizens struggled to find the appropriate voicemail box and leave a message

The example shown in the video is of the abandoned vehicle complaint process

Citizens were frustrated, leading to multiple messages about a single vehicle

DTIS (department of telecommunication and information system)Came up with the new system

Greater interdepartmental collaboration Online help

Tracking of work Better customer service

HOW DOES CRM LOOK LIKE ?

1•How did the DTIS CRM team change the business process for dealing with abandoned vehicles in San Francisco ?• How did old business process work, and its

problems,analyzing the current business process

reviewed the complaints of the customer

analyzed what led to customer dis-satisfaction

completely aware of the problems faced by the customers , and then changed the process

use the existing 311 service

have direct one to one interactionwith the operators

Whereas the old system

More of manual labour

Low Efficiency and accuracy

More time consuming

The older system created a lot of problems As the whole business process was disrupted

Why the change was necessary ?

It was not feasible and an efficient way to carry out the old business process with a new CRM system

Developing a new business process would lead to faster response as it would be a direct human interface systemNew business process would lead to transparency allowing quick response and acknowledgement towards the customers

It would lead to Customer satisfaction by providing least scope of error

2 Why is CRM particularly useful for the support of interaction jobs

CRM is the model of man to man & human to human interaction rather than just doing transactional workThe overall goals are

to find, attract, and win new clients, service and retain those the company already has, entice former clients to return, and reduce the costs of marketing and client service.

3How does city wide system help different agencies collaborate with one another ?

Department of Public Works,Dept of Public Health,Fire Dept

e-government component, linking access methods such as the City’s website,kiosks, and interfaces to mobile phones and PDAs

CRM system has software which has the details of all the various departments of the government like

provides an online website where one can lodge a request and also can track the same or connect to a concerned department.

The collaboration will notify different departments about the task that has been allotted to them, also helps different agencies to be connected and contacted throughout.

4 •How the new system helped integrate information among city agencies ?•What difference would this make for customer service ?

CRM San Francisco's City Government lead to a higher level of efficiency by providing customer satisfaction by giving services like:•Lodging complaints so that Govt. Departments get quick information for the improvement of the city, e.g. Pot holes•Tracking work , e.g. Abandoned car•Lost & found items in the city•Information of any outlet in the city , map , locationEmergency help and services

5 The type of information system used by DTIS CRM

CONCLUSION

THANKING YOU