HomeMy WebLinkAboutItem 3.1 CustomerResponseSystem
CITY CLERK
File # D[[]~rg-[]lQ
AGENDA STATEMENT
CITY COUNCIL MEETING DATE: November 16, 2004
SUBJECT:
Presentation on the City's Web~Hosted Customer Response
Management (CRM) System ~Û ~
Report Prepared by: Fawn Holman, Deputy City Clerk F
ATTACHMENTS: None
RECOMMENDATION~ ~ve Report.
FINANCIAL STATEMENT: None
DESCRIPTION: Staff has prepared a PowerPoint presentation demonstrating the
recently launched Customer Service Response (CRM) system.
As a continued commitment of the City Council to better serve the community and to facilitate responses
to requests made by Dublin's citizenry, the City recently implemented a web-enabled customer response
management system through the City's web site (www.ci.dublin.ca.us) which allows citizens to
communicate requests, questions or concerns to City Staff or the City Council, 24 hours a day, 7 days a
week. Through the website system, the citizen's communication is routed automatically to the appropriate
City Department, so customers can be assured that when they send a request for a specific service, the
appropriate person will receive the request and respond in a timely manner based on pre-established City
standards. City Staff members can communicate with customers through the system and their e-mail,
letting them know the status of requests they have submitted and responding to their questions or concerns
directly. The system can also be used by Staff to enter citizen requests received via telephone, in person or
by mail. The RequestPartner CRM, by GovPartner, is an International City Managers Association
(ICMA)-sanctioned system and is currently being used by several cities in California.
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