Revolutionizing Constituent Relationships: The Promise of CRM Systems for the Public Sector

Shayne Kavanagh

Constituent relationship management (CRM) is a combination of people, processes, and technology used to deliver superior service to the constituent.1 Superior service means shorter wait times to contact government representatives, less frustration in finding the required services, outcomes that are delivered when promised, and ultimately greater constituent satisfaction. That technology is mentioned last in the definition ofCRMis instructive – while modern technology is a crucial enabler,CRMis impossible without government employees whose behavior is attuned to customer service and business processes that focus on outcomes of value to constituents.

Alfred P. Sloan Foundation