Who Says Government Doesn't Benefit From CRM?
Singapore has spent $2.8 billion in Singapore dollars (1.75 billion in U.S. dollars) since 2000, to achieve this. A service-wide technical architecture provides a framework of standards, policies and guidelines, building in interoperability at the infrastructure layer. Building blocks let agencies develop, deploy and interoperate e-services with common features such as user interface, the transactional flow logic, database support, security and encryption and payment services. Commercial CRM systems were used only at the periphery for such things as email management and frequently asked questions. The bulk of the spending was on consulting with stakeholders, developing customer-centric design processes, application system development, extensive user testing and evolving a set of key performance indicators (KPIs).