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Bryan Manning of Ratestar and the European Federation for Medical Informatics shows how the principles of CRM might apply, with modifications, to seamless public sector services.
CRM in the community - Part 1 | Part 2
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Bryan Manning: protecting the citizen from an invasion of their privacy can, at the same time, prejudice meeting their vital needs
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The public sector often inspires exasperation. “Not before time”; “If ever”; or even “In your dreams!” How many times have we heard such laments?
Those are some of the general expressions of frustration. More specific complaints will be equally familiar: “Why can’t they get their act together?” or “Why do I keep getting shunted hither and thither?” or “Just how many times do I have to repeat everything from scratch to yet another person?” Occasionally, the criticisms (which may be a form of blindly striking out) come close to hitting the nail on the head. “Don’t they ever communicate?” “Does anyone really know whats going on?”
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International Consultants' Guide 2002
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Market Overview