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GCN : November 2012
GCN NOVEMBER 2012 • GCN.COM 31 Commonwealth Secretary Janet Vesta Kelly got acquainted with Dynamic CRM two years ago during Gov. Bob McDonnell's transition to the governor's office. An online interface to the CRM system helped Kelly's office handle the 4,000 applicants applying for positions on various boards and commissions. The office moved the paper-based process to a state website so that applicants were able to apply online, cutting the process from 30 days to a week, significantly reducing postage and shipping costs, and en- abling the office to operate more efficiently with fewer employees. Another improvement allowed agencies to create Web interfaces for the many paper-based processes or functions that did not have a cit- izen-facing or government-facing portal, said Aaron Mathes, deputy secretary of technology in the Governor's Office. CONSTITUENT RELATIONSHIP MANAGEMENT The Secretary of the Commonwealth, for example, has six divisions, one of which deals with the 20,000 notaries who have to renew their licenses every year. Like many processes, the renewal was paper- based. The notaries could not pay online and it took at least 30 days to be recertified. So the office created a CRM-based portal that lets citizens apply to be a notary, receive an answer within a week about whether they qual- ify, and to pay online. "It is not revolutionary, but it is a fast, nimble way to take paper-based systems and put them online," Mathes said. Additionally, the Secretary of the Commonwealth now has a single contact history for a person who applies for a job, then later applies for a position on a commission, and maybe afterward becomes a lobby- ist and perhaps later a notary. As people's roles change, the office can now have a holistic view, Mathes noted. Although there are about 10 agencies using the CRM system for contact management, the agencies haven't combined their contacts yet. However, there is an ongoing dialogue with other agencies, he said. "We have built a constituent relationship management solution us- ing CRM in the Governor's Office," Mathes said. "There is no reason other agencies who interact with constituents couldn't leverage that system and that contact information." "They are all on the same Dynamic CRM, on the same platform, on the same servers we are on," he added. The agencies all have the same consolidated network infrastruc- ture and authentication system. VITA built a shared CRM platform, and "we are a tenant in that platform along with about nine other agencies." CONSOLIDATION BEGETS SHARING Mathes said the Governor's Office previously had a set of servers owned by the state but hosted by a private company. In the new CRM environment, servers and storage as well as the core infra- structure costs are shared by all agencies on the CRM platform, hosted by VITA. When an agency establishes its own test, development and pro- duction infrastructure, it is rare that it uses all the CPU resources in that environment, Mathes said. However, in the shared environ- ment agencies use and pay for only the computing capacity they need, making better use of the resources. Mobile and Wireless RESEARCH REPORT TOPICS INCLUDE Employees Can't do Their Jobs Effectively Without Their Mobile Devices The Case for Enterprise Apps The Rise of the Tablet Mobile Device Management: A Prerequisite for BYOD Dismantling the Barriers to Increased Use of Mobile Devices GCN.COM/ RESEARCHREPORTMOBILEANDWIRELESS TO LEARN MORE, VISIT: Sponsored by Verizon Wireless SCAN THIS QR CODE with your smartphone for the full research report.