Page 65 - FCW, July/August 2018

CLOUD
Seamless government services via any channel
WHEN CITIZENS INTERACT with government agencies, they are looking for a quick and meaningful response that is customized to their specific situation. Cloud technologies are the perfect solution because they enable agencies to engage with citizens via any channel and immediately identify and respond to issues.
Cloud-based tools give agencies access to a great deal of complexity that they can quickly configure and make available, versus having to create manual processes or custom workflows. For instance, many cloud systems can analyze the content of a citizen’s inquiry and send it to the person in the agency who is best equipped to respond — and do it all within seconds.
Agencies can also take a more proactive approach by using cloud-based solutions to monitor social media engagement. If a
Courtney Tandeciarz
Director, Acumen Solutions
topic starts trending, agencies can immediately begin posting relevant information for citizens.
Furthermore, the right cloud-based tools can help employees collaborate so that they can meet citizens’ demand for fast, targeted service. For example, there might be multiple people
in a department who are responsible for helping citizens with a particular problem, and those employees need to know what their colleagues are doing so they can share resources and expertise.
Empowering employees to have that level of collaboration is essential to seamlessly integrate citizen data and interactions so that agencies can ultimately improve their experience.
Reaching constituents and customers
with high value services and apps.
311
311 citizen centers allow anyone in the city to download an app and report
an issue like a pothole or graffiti.
Submit reports in less than the time it takes to order a coffee from Starbucks.
These cases are tracked. When the customer calls the call center, the rep can say, “Thanks for reporting the issue on [DATE], we have a crew out there fixing it right now.”
This innovation is not only available for multi-trillion dollar consumer markets. Through our work in the public sector, we are seeing how cloud-computing can help federal, state and local agencies accelerate turning their ideas to reach constituents into reality. We are working with government agencies everywhere to create easy-to-use, mobile ready, tools on the Salesforce Platform
that make their constituents lives easier.
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