by clicking on the page. A slider will appear, allowing you to adjust your zoom level. Return to the original size by clicking on the page again.
the page around when zoomed in by dragging it.
the zoom using the slider on the top right.
by clicking on the zoomed-in page.
by entering text in the search field and click on "In This Issue" or "All Issues" to search the current issue or the archive of back issues respectively.
by clicking on thumbnails to select pages, and then press the print button.
this publication and page.
displays a table of sections with thumbnails and descriptions.
displays thumbnails of every page in the issue. Click on a page to jump.
allows you to browse through every available issue.
GCN : June and July 2016
S-22 SPONSORED CONTENT SERVING THE CITIZEN Personal, Smarter, Faster Service GSA Awards BPA for Salesforce Implementation, Integration & Support Services (SIISS) For more information or to contact our implementation partners, visit: carahsoft.com/Innovation/SalesforceBPAs Connect your entire organization across service, outreach, community, analytics, and apps to deliver better service. GS-35F-0371N BPA: GS00Q16AEA1000 GS-35F-0287P BPA: GS00Q16AEA1001 GS-35F-0601M BPA: GS00Q16AEA1002 GS-35F-0617L BPA: GS00Q16AEA1003 GS-35F-0130U BPA: GS00Q16AEA1004 GS-35F-0263P BPA: GS00Q16AEA1005 Streamlined strategic sourcing through: Salesforce subscription licenses are available to the public sector and Carahsoft’s teaming partners through GSA Schedule No. GS‐35F‐0119Y, SEWP V NNG15SC03B and NNG15SC27B, U.S. Department of Agriculture BPA AG-3144-B-15-0010, and Department of Health and Human Services BPA HHSP233201600011B. MIKE MILBURN SENIOR VICE PRESIDENT & GENERAL MANAGER, SALESFORCE SERVICE CLOUD F OR GOVERNMENT AGENCIES of all sizes, g reat customer service has never been more important, nor more feasible. Given large constituencies and limited resou rces, agencies have struggled to provide information and services in a timely ma n ner. Unfairly or not, the government call center has become synony mous with long waits, unresolved problems a nd unhappy citizens. However, customer, a nd in turn, citizen expectations are rapidly changing . Across the private sector, companies worldwide have shown they can serve large customer bases quickly and effectively across multiple channels. Those same customers a re also citizens, who expect the same quality of service when they interact with agencies. For example, if citizens are looking at an agency website on their smartphone, they want to be able to submit a question where they are—by email, social media, or phone. They want a seamless experience, with no ser vice lags or hiccups as they jump from one channel to another. It seems like a tall order. Private sector organi zations have benefited from customer relationship management (CRM) solutions designed to manage today’s multi- channel customer engagement. However, there is a misconception that CR M is too costly and difficult for agencies to implement, given the complexity of their operations a nd their legacy IT environments. That is no longer the case. With cloud-based solutions, like Federal Case Management, based on Salesforce Ser vice Cloud, government agencies can serve their citizens just like their favorite retailer or restaurant would. Federal Case Management is able to provide the same tra nsformational customer service as Service Cloud, while adding data models and business processes tailored to the needs of government agencies. Leading agencies like Denver 311 for exa mple, have tapped into the power of Salesforce Service Cloud to connect citizens with services. Since implementing Salesforce, the City of Denver is now able to provide hundreds of services to their 650,000 citizens, things like reporting a pothole in the ro ad, missed trash pickup or even the best way to register your vehicle. Each of these services is now provided in a customized experience for each citizen —a nd a single record of engagement within the City and County of Denver. The Software-as -a -Service model gives agencies a lot of flexibility in how they implement the software. They can deploy Federal Case Management for something as simple as correspondence or complaint m anagement , or something as complex as grants management , program management , or disaster management. And they can be up and running in a matter of weeks. In short, it serves any scenario in which an agency needs to manage its customer engagement , whether with the general public, partner organizations, or their own workforce. Keep in mi nd that customer relationship management might not involve any direct interaction between a customer and an agent. Increasingly, people are looking for self-service options, i ncluding apps (Salesforce offers more than 3,000 partner apps on the Salesforce AppExchange), onli ne forms, k nowledge-based FAQs and commu nity discussions. Finally, data analytics and dashboard capabilities provide an agency with visibility into how all of their customer engagement processes are worki ng—a nd how they might be improved. A robust CRM solution will do more than improve the quality of individual citizen i nteractions. It will help your agency improve employee productivity, free up resou rces to support the overarching m ission and build closer relationships with constituents. Mike Milburn is Senior Vice President and General Manager at Salesforce Service Cloud. RAISE THE BAR ON CUSTOMER SERVICE A new generation of CRM technology can bring big improvements without big costs.
August and September 2016