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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 2 | Part 1
At the case level, the visibility provided is aimed at rapid assimilation of salient features and issues; in both governance modes, however, the aim is to enable senior management to identify and respond appropriately to significant variance from expected/desired norms.
But where text-based summaries are required, the solution will depend on a change in professional reporting styles. Its success will depend on developing the ability of all concerned to provide crisp, objective, key-point summary abstracts as headings to all reports. These can then be extracted point by point and added into the summaries.
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International Consultants' Guide 2002
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Market Overview