Ventura Gains a 360 Degree View of the Citizen with Comcate eFM Request Tracking Software
Feb 20,2007
The Challenge: The vision of building a city government with a focus on customer service excellence distinguishes the City of Ventura, California, as an innovation leader. Ventura city management is working toward building a full 360 degree view of their citizens’ needs. Awareness of citizen interactions with the City can provide valuable insight and help the City better respond to their citizens. For example, maintaining a history of a citizen’s enrollment in park and recreation classes, requests for building permits or participation in citizen committees reflect the needs of the individual citizen and the City as a whole. Ventura found the first step in achieving this vision of improved customer support to be the efficient management, routing and resolution of citizen requests. The Solution: Comcate, Inc., the leading provider of customer relationship management (CRM) request tracking software for public agencies, has implemented its CRM solution in more agencies than anyone else. Comcate’s eFeedback Manager, eFM, is affordable CRM software tailored to meet the needs of city and county agencies. After a rigorous evaluation, the City of Ventura chose Comcate’s eFM specifically for its abilities to track citizen request trends by issue or neighborhood, to generate reports on request status or time to resolution, to attach photos or documents to citizen requests and to develop customer profiles to better address customer interests. The activities of approximately 100 Ventura city staff members have become more efficient with the automatic generation of standardized emails, auto reminders for task resolution and customization of FAQ information based on a citizen’s area of interest. Summary: Comcate’s eFM has provided Ventura’s City Manager and City Council a 360 degree view of the citizen customer so they are able to strategically manage communications based on changing needs of the City and citizens. City staff enjoy increased efficiency and are able deliver citizen-focused customer service. The City of Ventura considers Comcate eFM to be the cornerstone of their new citizen access website, My Ventura Access, an important new tool in providing streamlined and improved 24-hour customer service and civic engagement. For more information on Comcate eFM, please visit http://www.comcate.com .
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