Customer Service and 311/CRM Technology in Local Governments: Lessons on Connecting with Citizens

Pate your readiness to measure CPM

Ar oror|ot|or's resu|ts W||| ro|e or |reo| or] Ck| |r|t|ot|ve. !o|e t||s se|fossessrert to hr1 out |oW reore1 ]ou ore to
|ee to roroerert |rforre1 or1 corr|tte1 to ]our Ck| |roror.
kote eoc| of t|e fo||oW|r |e] e|ererts of Ck| reosurerert or1 rote ]our currert Ck| reosurerert s]sters |ose1 or
t|e fo||oW|r resorse sco|e.
ve po|ats for o ||| ror||r (We're oo1 ot t||s, l'r corh1ert of our s||||s |ere, l oree W|t| t||s stoterert'),
three po|ats for o re1|ur score (We're sott] |ere, We cou|1 use |rroverert or rore eier|erce, t||s stoterert |s or|]
soreW|ot true'),
or1 oae po|at for o |oW score (We've |o1 ro||ers W|t| t||s, t||s |s reW to our Ck| |roror, l 1|soree W|t| t||s
stoterert').
be |orest. or't trust or|] ]our oWr ersect|ve, os| ot|ers |r t|e oror|ot|or, ot o|| |eve|s, to jo|r ]ou |r t||s se|fossess
rert of ]our oWr Ck| |roror.
II your score is:
!86255: lr|erert|r o Ck| kesu|ts |eosurerert S]ster |s rost |||e|] to succee1. |ocus resources or resorses t|ot
rece|ve1 ores or1 tWos' to occe|erote t|e |r|erertot|or rocess.
!!5!85: Ck| kesu|ts |eosurerert |s oss|||e, |ut ro] |e 1|fhcu|t to |r|erert. br|r ]our scores u to see1 |efore ottert
|r to |r|erert t|e kOl kesu|ts |eosurerert S]ster.
5!!!4: lr|erert|r c|ore W||| |e v|rtuo||] |ross|||e W|t|out reot 1|fhcu|t]. |ocus |rsteo1 or (l) |u||1|r c|ore reo1|ress
|r t|e 1|rers|ors o|ove or1 (c) offect|r c|ore t|rou| ||ot or |eto rorors t|ot ore seorote fror t|e overo|| oror|o
t|or.
Cuestions
Sercer Sterr
|iecut|ve Corsu|tort
Coverrrert ||rorce Ofhcers Assoc|ot|or
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Appendix 1. CRM Readiness Assessment Teel
{As adapted frem eCRM University)
Customer Service and 311/CRM Technology in Local Governments: Lessons on Connecting with Citizens
keo1|ress Scor|r
HoW to score. HlCH - S o|rts, ||lU| - 1 |o|rts, |OW - l o|rt
0escr|pt|oa 5core
We o|reo1] use Ck| erforrorce reosures of t|e sort ercouroe1 |] t|e toto| uo||t] roroerert orooc| (or1er corce||ot|or rotes, or1er
fu|h||rert c]c|e t|re, etc.) or1 t|ese eiress t|e ecoror|cs of t|e |oco| overrrert.
Our eiecut|ves ore NO! r||1|] turf corsc|ous or1 ore W||||r to reosure cr|t|co| rocesses or1 |e occourto||e for t|e success of t|e Ck| |r|t|ot|ves.
We |ove o cort|ru|r roror t|ot o|ject|ve|] corores our coror]'s erforrorce W|t| t|ot of coret|tors or1 s]sterot|co||] eior|res
coret|t|ve trer1s |r our ror|et.
|ver]ore |rvo|ve1 |r t|e |r|erertot|or of Ck| |roWs W|o t|e custorer |s, |roWs t|e|r ree1s, or1 |os 1|rect cortoct W|t| t|er.
Our oror|ot|or |os successfu||] |r|ererte1 o kesu|ts |eosurerert |roror |r t|e recert ost.
We co||ect reosures ||r|e1 to oror|ot|oro| |rroverert oo|s.
We 1ehre our reosures fror t|e custorers' o|rt of v|eW.'
Our reosurerert s]ster 1oes rot focus so|e|] or |ottor||re' hrorc|o| resu|ts.
!||s oror|ot|or uses reosurerert 1oto to rorote cort|ruous |rroverert or1 |eorr|r.
Our reosurerert s]ster 1oes rot ererote rore oerWor| t|or |s recessor].
Our reosurerert s]ster o|Wo]s |ves us t|e |rforrot|or We ree1 W|er We ree1 |t.
Our reosurerert s]ster focuses or cort|ruous |rroverert rot|er t|or cor||orce or1 cortro|.
We ore or|] occourto||e for reosures for W||c| We |ove cortro|.
Our reosures focus or t|e os|t|ve' s|1e rot|er t|or t|e reot|ve' s|1e (e.., oo|rtrerts ret versus oo|rtrerts r|sse1).
Our reosurerert s]ster corto|rs |ot| o|ject|ve or1 su|ject|ve reosures.
|ver]ore ur1erstor1s t|e reosures use1 to evo|uote erforrorce.
|oroers or er|o]ees ore occourto||e for reosurerert occuroc] or1 resu|ts.
We oct or reosurerert resu|ts u|c||].
A|| 1oto co||ect|or ret|o1s ore costeffect|ve.
We o|Wo]s corrur|cote reosurerert resu|ts to t|e oror|ote roroers or1 er|o]ees.
Our reosures focus or effect|veress (e.., rur|er of ort|re s||rerts) or1 efhc|erc] (e.., resorse t|re).
|eosures s|oW c|ore W|er We ro|e |rroverert efforts.
We |ove o ret|o1 for screer|r out reosures t|ot We reo||] 1o rot use.
Our reosurerert s]ster corto|rs o We|||o|orce1' ||er1 of |e] resu|t oreos t|ot rehect our r|ss|or, v|s|or, or1 strote|c oo|s.
Our reosurerert s]ster rov|1es |rforrot|or t|ot o||oWs us to set c|eor o|ject|ves.
O|ject|ves ore |ose1 or o c|eor ur1erstor1|r of t|e erforrorce coo||||t] of our s]sters or1 rocesses.
lrortort Wor| t|ot crosses furct|ors ets reosure1 or1 1oes rot s|| t|rou| t|e croc|s.'
We ot|er 1oto outorot|co||] (e.., 1oes rot reu|re eitro roruo| |o|or) W|erever oror|ote.
oto |s ot|ere1 c|ose |r t|re to t|e erforrorce evert (e.., recor1e1 |rre1|ote|] rot|er t|or tWo Wee|s |oter).
We ||r| rocess reosures to c|t|er's reu|rererts.
!|e ret|o1 to corrur|cote reosurerert 1oto to er|o]ees |s ver] effect|ve.
We rev|eW reosurerert 1oto ot roroerert reet|rs or1 We to|e uo||t] |rroverert oct|ors.
oto |s reserte1 ro||co||] to |e| |1ert|f] |rortort trer1s.
We reosure c|t|er sot|sfoct|or for eoc| 1eortrert's erforrorce.
We reosure er|o]ee roro|e or1 jo| sot|sfoct|or s]sterot|co||].
C|t|er sot|sfoct|or reosurererts coture |e] |rforrot|or t|ot occurote|] rehects t|e|r refererces.
We cort|ruo||] evo|uote or1 |rrove our reosures or1 t|e ret|o1s use1 to co||ect or1 reort erforrorce 1oto.
We o] os ruc| ottert|or to t|e rorhrorc|o|' reosures os We 1o to t|e hrorc|o| reosures.
!|e oror|ot|or |s corr|tte1 to o rocess of cort|ruous |rroverert.
Co||o|orot|or ocross |rterro| furct|ors |s v|eWe1 os o |e] to effect|ve|] serv|r t|e ror|et.
A||||t] of t|e oror|ot|or to o1ot to c|or|r ror|et cor1|t|ors |s |e] to |orterr success.
lrc|1ert reorts ore troc|e1 W|t||r t|e s]ster, s|ore1 W|t| ot|er 1eortrerts, or1 t|e retr|cs ore v|s|||e to t|e oror|ot|or's ser|or roroerert.