PeopleSoft aims at public service
- By Brian Robinson
- May 10, 2002
In its rollout of customer relationship management solutions, PeopleSoft
Inc. last month announced a product, PeopleSoft CRM for Government, it hopes
will match government's push to be more accessible to the public with around-the-clock
help desks and one-stop online access to services.
"The emphasis in the past has been on, say, providing a single 20-person
help desk for an agency," said Bill Diamond, a CRM industry consultant in
PeopleSoft's education and government solutions division. "Now there's a
need to scale that across an enterprise and for companies like PeopleSoft
to provide those secure, enterprise-scale solutions. It's something that's
very important to government now."
Government's rush to get something online often pushes aside any consideration
of customer relationships, according to Carol Kelly, vice president and
director of electronic government strategies for the META Group Inc. Now
there's a real need to integrate CRM applications into government solutions,
When CRM for Government becomes available this summer, one standard
integration will be for ESRI's popular geographic information system mapping
products, which will enable CRM users to graphically display location-based
situations and events.
Some examples of what federal, state and local governments will be capable
of doing with CRM for Government include:
* Managing nonemergency "311" communications between government organizations
and their constituents.
* Automatically assigning constituent inquiries to the appropriate government
* Graphically displaying the location of reported problems and the activities
of work groups sent to resolve them.
* Reducing administrative costs through self-service access to online
PeopleSoft believes it has an advantage over its competitors, which
offer basic CRM solutions and then add features for specific markets, said
Robb Eklund, PeopleSoft's vice president for CRM marketing. PeopleSoft has
just one basic CRM product, in which the features intended for specific
markets are embedded. A government user could license CRM for Government,
and the government market features in the basic product would then be opened
to that user.
CRM for Government works with agency legacy applications and also contains
a standard integration feature that enables a plug-and-play fit with other
Robinson is a freelance journalist based in Portland, Ore. He can be
reached at email@example.com.
Brian Robinson is a freelance writer based in Portland, Ore.