Constituents are continuously trying to engage and communicate with state governments through various channels. Whether they are contesting a parking ticket, paying taxes, or making a vital records request, citizens often struggle to effectively communicate their needs across many departments and agencies. For political and policy reasons, governors want to connect and engage their constituents and ultimately help meet their needs. In 2013, a Republican governor in the western United States faced this problem and sought a better way to store, organize, and track constituent communication and engagement. That’s when he turned to Symplicity’s VOICE Constituent Relationship Management (CRM) platform.
Highlights
- Increased constituent-government communication
- Improved in-house case work management
- Simplified coordinating responses to constituents
- Streamlined citizen engagement management
- Utilized an intuitive user interface and implementation guide
Solution
Symplicity’s VOICE Constituent Relationship Management (CRM) platform provides an integrated constituent relationship management and communications solution that consolidates constituent data into a unified platform to effectively manage those interactions. Symplicity deployed its Software-as-a-Service enterprise solution, VOICE, with this Governor’s Office, as well as five state agencies within the same state. This allowed constituent data to be shared in an enterprise environment, resulting in an overall improvement in communications and workflow management. VOICE allowed for citizen record consolidation and visibility into cross-agency citizen engagement and case management. When needed, Symplicity customized the ownership architecture to help agencies protect private data. Symplicity’s ISO 27001 and CMMI-III accredited, proven agile development practices deployed a full feature set in just two weeks, providing a $40,000 cost savings.
Success
Symplicity prioritized and tiered VOICE’s deployment to these offices and agencies with the highest demand. The Governor’s Office implemented VOICE first, employing specific feature sets delivered by Symplicity to increase constituent communication productivity and improve government case work management. The Governor’s Office and State agencies are now able to coordinate responses and manage citizen engagement efficiently and effectively. VOICE’s intuitive user interface and implementation guide allowed each department to customize VOICE to address their specific CRM needs. The implementation of Symplicity’s VOICE CRM has successfully improved the government’s productivity and revamped their state-wide communications and community wellbeing.
