Remedy introduces Citizen Response, the customer relationship solution for govt organisations

Remedy Corporation, a leading provider of Information Technology Service Management (ITSM) and Customer Relationship Management (CRM) solutions, has introduced Remedy Citizen Response, a dedicated CRM solution for government organisations.

An extension of the industry-proven Remedy Customer Support software application, Citizen Response automates the process of tracking citizen enquiries from request to response to resolution - dramatically improving government organisations` ability to effectively serve citizens while lowering support costs.

Remedy is the first major CRM provider to understand the unique service requirements of the public sector and to deliver a commercial-off-the-shelf (COTS) CRM solution that is highly tailored to the government organisation environment. Fuelled by the countless initiatives to modernise public services, government organisations are focusing on delivering services and programmes that are not only efficient and effective but joined-up and responsive.

Prior to Citizen Response, a typical government organisation would handle thousands of daily enquiries from its public manually, resulting in slow response times and frequent human error. With Citizen Response, government organisations can respond and track in-person, phone, e-mail and Web inquiries from citizens, at Internet speed, to deliver excellent service at a low cost to the taxpayer.

"In the face of budget cuts and increased pressure to improve responsiveness and representation, the government sector has emerged as a high growth market for CRM. Winners in this government vertical category will be CRM providers who truly understand government agencies` business needs and environments," commented Aaron Zornes, executive vice president for research at Meta Group.

Citizen Response offers the following features and benefits to government organisations:

• .         Log and track issues, suggestions and information requests submitted by citizens in-person, by phone, e-mail and/or the Web efficiently and cost-effectively;

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• .         Analyse and route enquiries by the type of interaction--government-to-citizen (G to C), government-to-business (G to B) and government-to-government (G to G);

• .         Enable agents to respond to enquiries and deliver step-by-step resolutions in a timely manner, using a task-oriented interface;

• .         Significantly reduce call volume through Web-based self-service features and comprehensive e-mail management;

• .         Quickly adapt to ever-changing regulations to accurately meet citizen needs and expectations;

• .         Accommodates the needs of those persons with disabilities by design

"We`re proud to lead the CRM industry by being the first to offer a specialised solution tailored to the needs of the government sector," said Harold Goldberg, vice president and general manager of Customer Relationship Management at Remedy.

"We`ve incorporated the tried-and-true best practices and methodologies found in Remedy Customer Support into Citizen Response and further enhanced Citizen Response to address government agencies` specific pain points. Citizen Response will be instrumental in helping government agencies and elected officials better serve their constituencies."