Alabama Gov. Don Siegelman's office has turned to an automated system to keep citizens' requests and complaints from falling through the cracks
Alabama Gov. Don Siegelman's office has turned to an automated system to
keep citizens' 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 monitors reminding them
to follow up on the 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 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 backthey 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.
NEXT STORY: Bill opens access to Senate data