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Sacramento's legacy citizen service delivery structure was confusing and bureaucratic to its citizens. The city had more than 500 phone book listings for city services and nine separate call centers, making it difficult for citizens to determine who to contact for asking questions or reporting problems. Overlapping organizational processes and redundant departmental responsibilities also hindered efficient operation of city services. To improve service to citizens and increase visibility into government operations, Sacramento chose to implement a shared services 311 operation, based on Oracle's Siebel CRM applications.
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