Alabama automates citizen interaction
- By Eric Kulisch
- Dec 11, 2000
With the volume of communications from citizens reaching the breaking point,
Alabama Gov. Don Siegelman's office turned to an automated system last month
to keep requests and complaints from falling through the cracks.
"We had no means of tracking constituent contact," said deputy press
secretary Janel Bell.
Now, instead of relying on sticky notes and to-do lists, members of
the governor's staff receive pop-up flags on their computer screens reminding
them to follow up on the tens of thousands of letters, e-mail messages,
phone calls and faxes they receive each week.
That's just one of the features available with Intranet Quorum, a citizen
relationship management software solution by ACS Desktop Solutions Inc.
Intranet Quorum is a Web-based system that tracks contact with citizens
and keeps a history of those interactions on a database. It integrates with
e-mail, major word processing programs and existing databases.
Calls and correspondence are logged into the system; a keyword search
generates a work assignment and routes a message to the appropriate employee.
Intranet Quorum also helps if, for example, a citizen calls to check on
the status of a complaint: The first call-taker can use the system to provide
an update right away.
"It's the Federal Express model of always tracking where anything is
at a given time," said Mark Searle, ACS' director for state and local market
development. "The primary value is that when the citizen hangs up the phone
or gets their response back...they feel like they've been treated as a very
important customer of government."
The ACS software is used extensively in the federal government, including
the White House. The Indianapolis mayor's office also will become an Intranet
Quorum user, ACS announced Dec. 6.