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Customer relationship management—CRM public sector

Citizen relationship management strategies are critical to today’s public sector

Public sector organizations worldwide are striving to become citizen-centric. This transformation focuses on delivering services that meet the needs and preferences of their clients. Yet, in their attempts to become more client-focused, governments face pressure meeting rising public expectations for greater service flexibility and choice.  

Our CRM public sector services include:

  • Advisory and implementation services for a number of components of the front office of government including:
    • Benefits case management
    • Compliance case management
    • Investigative case management
    • Citizen relationship management
    • Grants & contribution programs
    • Contact centre design and implementation

The successful execution of an effective citizen-centric strategy can help a public-sector organization:

  • Improve service delivery & deliver services
  • Increase service effectiveness & achieve targeted program outcomes
  • Increase accountability and transparency
  • Reduce service delivery costs
  • Increase agility to implement program or policy changes
  • Improve information sharing while simultaneously enhancing privacy

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Relevant industries

Financial services
Energy & resources

Relevant services

Enterprise risk