A government agency’s ability to manage cases efficiently has the potential to greatly affect people’s lives. It’s the difference between whether or not someone can gain access to social services, whether the proper road closures are made, and how grants and funds may or may not be appropriated.
Agencies are aware of this and know that constituents want easier experiences. However, many seem to be falling short of delivering on this expectation. In fact, findings from our Connected Government report indicate only 16% of constituents say the government successfully uses technology to improve experiences.
When it comes to government case management, manual processes, and legacy systems may impede an agency’s ability to deliver effective service. Relying on manual processes may also result in a lack of standardization and an inability to access the right information at the right time. This is a problem that goes beyond the basics of
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