Customer Relationship Management Software
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egovernment


Government CRM Systems

While there a plethora of private industry commercial CRM systems there are far fewer that satisfy government needs and requirements. A few of the more dominant government objectives, requirements and constraints which impose new and elevated CRM software requirements include:

  • Absolute adherence to statutory compliance measures (audit trails, rules-based policy enforcement, etc.)
  • Periodic redesign of work flow processes and adaptation to changing regulations
  • Ability to integrate previously disparate departments and siloed information systems
  • Ability to support horizontal (inter-agency) and vertical (municipal, state and federal) collaboration programs
  • Ability to accommodate centralized shared services departments and functions
  • Ability to measurably reduce procurement and operating costs while assuring compliance
  • Ability to use automation in order to increase productivity and achieve increased work loads with same or fewer resources
  • CRM software must be Section 508 certified for disabled persons
  • Software applications must meet mandated security compliance, including FIPS 199 and NIST C & A (National Institute of Science and Technology, Certification and Accreditation)
  • As government faces some of the stiffest user adoption challenges, government CRM software systems must ensure absolute ease of use, intuitive navigation and on-demand help and reference materials

While private sector CRM solutions primarily focus on revenue obtainment with customers, government CRM focuses on services to constituents. Industry customers are extremely fluid so capitalizing on the relationship and reducing customer churn is a business mandate. Constituents are more captive as they do not look or shop elsewhere for government services which they expect so customer loyalty is much less important. The difference between customer and constituent moves the CRM focus from sales to service.

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Proven Government CRM Systems

The below government CRM systems achieve all or most of government objectives, requirements and constraints and are by far the most popular CRM software systems installed in the public sector. However, recognize that just as in the private sector, there is no one-size-fits-all best CRM solution. The products offer very different pricing structures, delivery models, ease of use, software functionality, reporting capabilities and overall fit for any particular government agency. Also beware of private industry CRM system claims of first time adapting for government use. Industry CRM systems are often architected primarily for sales force automation (SFA) and marketing - two functions that do not translate well to the needs of government. Leveraging CRM systems that have been proven by other government organizations significantly lowers total cost of ownership (TCO), implementation time and risk of implementation failure.

CRM systems listed in alphabetical order.

 Lawson with CIBER
  • CIBER is a Lawson business partner which has teamed with Lawson to deliver government software solutions.
  • This joint solution is really more of a specialty solution geared in large part to local governments.
  • Over more than 10 years, CIBER and Lawson have garnered hundreds of local and state government customers.
  • Clients include the City of Greensboro, Dallas Area Rapid Transit and Virginia Beach City Public Schools.
  • The technology foundation is based on a variety of development tools and an agnostic database approach.
  • Lawson's Business Component Integrator is a useful tool for connecting siloed and legacy information systems.
  • While Lawson does achieve some CRM capabilities, its core strength is really enterprise resource planning (ERP) software systems. Its ERP software is impressive and includes Finance and Accounting, Distribution and Supply Chain, Human Resources, Management and Administration and Project Management.
 Oracle
  • Through a combination of its Oracle Financials, PeopleSoft acquisition and Siebel CRM acquisition, Oracle retains the largest public sector market share among all CRM vendors and the public sector is Oracle's most popular industry.
  • Oracle's CRM solution uses a pure Oracle technology stack. The product is based on a service oriented architecture (SOA), flexible and clearly stable.
  • Oracle's public sector practice is segmented into National and Local Governments, Justice and Public Safety, and Defense.
  • Oracle has dozens of public sector, state and not for profit customers.
  • Oracle's presence extends to the European Union (EU) where the application is installed at 15 EU member governments.
  • Oracle's PeopleSoft acquisition also brought the company the PeopleSoft 'CRM for Government' Internet-based system and a high number of government clients. Based on the ongoing Fusion project, Oracle proposes to integrate or merge several acquired products for future delivery.
  • The Oracle solution retains several certifications including SAS 70, ISO-15408 and other security certifications.
 Salesforce.com
  • Salesforce.com is another hosted or software as a service CRM solution. This is a solid product based on the Java development platform, the Oracle stack and a Service Oriented Architecture (SOA).
  • Customers include the New Jersey Transit which uses salesforce.com for their customer service department.
  • While the company has not made significant public sector inroads, they are clearly the market share leader among commercial hosted CRM solutions.
  • We believe the lack of support for Section 508 and necessary security certifications (such as NIST C&A) are holding back the company from being adopted by federal government.
 SAP
  • SAP is the largest ERP and CRM software application manufacturer in the world. While it's government market share doesn't compete as well as its private-industry presence, it still retains a respectable position and is a formidable competitor for government sale opportunities.
  • Government customers are many, however, SAP's government clients are predominantly non-US organizations. SAP penetration into the US government is extremely low compared to competitors such as Oracle.
  • The product technology is largely based on its own proprietary NetWeaver development environment.
  • Like Oracle, SAP generally represents a significant financial investment.

 

egovernment
 Government Customer Relationship Management Software