Organisation: Research and Markets
Category: CRM Training
Description: The definitive report on the issues and implementation challenges facing the Public Sector in pursuit of government's service transformation strategies.
Understanding and leveraging CRM techniques and technologies is key to those tasked with improving public services. This definitive report is rich in down to earth information and advice and draws together a body of expert knowledge hard to find elsewhere. The report includes direct recommendations for policy makers and solution providers seeking to sell to the public sector.
Why all public sector modernisers, technologists and consultants have to read this report:
If you are wondering how you are to meet e-government targets by 2005 you are not alone! Local authorities are facing overwhelming challenges and perplexing decisions: What does all the terminology mean? Which IT solution should we go for? How will the technology help? Can and should we afford it? Should we stay in-house or outsource/partner? How does CRM fit in? Where do we start???!
Technology issues aside, local authorities consistently identify 4 key risks and challenges to implementing e-government:
- Finding the capacity for effective change management
- Resourcing investment
- Securing the take-up of new service channels
- Improving the co-ordination of government activities
'CRM in the Public Sector' explores these challenges and provides practical solutions, recommendations, and real-life experiences. Rich in down-to-earth information and advice the report explains just how CRM will not only benefit the citizen, but will also in the long-term be cost-effective. It critically examines and explains:
- How CRM differs from e-government
- Benefits obtainable from CRM investment
- The 6 main areas of challenge described in detail with examples of how these challenges have been successfully overcome
- How early public sector projects are faring with examples of CRM in use in various public bodies
- The skills needed by public bodies to keep abreast of changes in customer interaction channels
- Service access vs delivery and how to get the channel mix right lessons learned from private sector experience
- The technolgy lanscape including 6 primary application areas of CRM in the Public Sector defined and illustrated
- The technology suppliers actively serving the Public Sector with relevant solutions
Price: EURO €871.00
Contact: Research and Markets,
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