Retailers and franchises have never seen a business landscape where competition wasn’t paramount to success. Their industry has repeatedly outdone themselves with customer satisfaction, marketing, and usability focused solutions. The private sector knows the customer is king, but where have governments lost their way? Government, as a natural monopoly, has always enjoyed a protected enclave from competition and thus lost its citizen-centric focus. This statement rings more true than ever in the government IT landscape.
In strides for exceptional customer service, government entities are continually out-lapped by the private sector. Companies such as Turbo Tax have done something governments could never accomplish. These companies took a process, made it citizen-centric, highly user friendly, and introduced self-service. Today citizen self-service is strongly shaping the interaction citizens seek with tribal service offerings. Governments cannot fall behind the trend when citizens are expecting services to be quick, highly accessible, and effortlessly usable.
Portals provide a centralized environment to fulfill these citizen expectations. These solutions have no business hours, and time zones are no longer relevant. Tribal citizens no longer wonder about progress of applications since integration into line of business applications provides real-time feedback during processing of requests. Internally at the government, no resources are wasted on paper processing, stamps, couriers, staff’s time to open mailed applications, and best of all, paper filing. The staff enjoy a solution that is integrated in their current standard operating procedures and with familiar IT tools.
Importantly, consistent enterprise architecture practices create a highly system-integrated portal, leading to advantages in authentication and data processing. In the nature of building one centralized architecture, a single CRM contact record is leveraged, then custom solutions are built outward. This congruence provides a seamless data path that is vastly scalable, yet easy to integrate with data and easy to manage.
With all your tribe’s citizens in Dynamics CRM, there is a distinct advantage of utilizing Personal Identifying Information (PII) of your citizens. Authentication with the portal can rely on this PII, allowing access for the citizens to interact with the portal. Furthermore, a Management System for citizens (XRM build out, directly related to centralized contact records) fully integrates into the portal, presenting relevant/new and historic data to the citizen upon login.