Networking

City Enhances Service Delivery With Automated Request Management

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Executive Summary

To provide exceptional citizen service, the City of Bellevue, Washington, is committed to innovation and responsive government. In 2005, Bellevue launched its "Service First" initiative to streamline access to public services and information. To support the initiative, the city sought a software solution that could automate, coordinate, and track service requests among its many lines of business. Bellevue wanted its solution to manage every service request, from the simplest to the most complex, enhance citizen self-service, integrate case management across city departments, and centralize reporting. In 2008, Bellevue deployed Microsoft Dynamics CRM software. With this solution, the city can collect, monitor, and integrate service requests across departments, create a broad view of service demand, and enhance the service experience for its customers.

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