Ensuring Citizen Communications Accountability with Comcate eFM
Feb 13,2007
The Challenge: Laguna Niguel has a history of commitment to citizen customer service by establishing and maintaining a database of citizen requests and communications earlier than many other cities. As in most cities, the citizens of Laguna Nigel communicate with the City through a variety of sources including phone, email, drop-in visits and fax. Since the City’s communications database was accessed and administered by a single person, the task of logging, routing and making request data available on demand was difficult, time-consuming and cumbersome. Without an automated solution, there was also the risk of losing or being unable to report on the status of customer requests. The Solution: Laguna Niguel turned to Comcate, Inc., the leading provider of government customer relationship management software, as a partner in delivering customer service excellence to its citizens. Comcate eFM, a low cost CRM software solution tailored to meet the needs of city and county management, is run through an easy to use, easy to administer web interface that ensures the continuous availability citizen request information. Clients such as Redondo Beach, Lancaster and Beverly Hills use Comcate eFM to manage their citizen and elected official requests and communications. The City of Laguna Niguel chose Comcate eFM specifically for its ability to increase visibility and accountability in tracking communications between the City and its citizens. Comcate’s willingness to work with the City to make enhancements to meet the City’s needs was key in the choice of Comcate as a partner. Now correct routing and timely resolution of every citizen request is ensured by a team of over 100 city staff members who are able to log, track, route and report on any or all requests as needed. Timely case information is available on demand to city management and customized reports that include case aging and accountability are available at the touch of a button. Summary: The city management and citizens of Laguna Niguel now enjoy the confidence that every citizen request will be addressed in a timely and consistent manner. Comcate eFM’s ease of use has made city staff more efficient and able to deliver on their commitment to customer service. As the City implements a citizen website to accept and deliver citizen communications, Comcate will partner with the City to provide 24-hour customer service availability. For more information on Comcate eFM, please visit http://www.comcate.com .
|
