Microsoft has introduced a citizen services platform as part of a new citizen relationship management (CRM) push.
The company says its Citizen Service Platform (CSP) will help public authorities to make their services available to citizens with modern communication methods. Over the course of this year, the software company plans to offer a package of online services that cities and communities can adapt to their own needs.
The strategy behind CSP is to make it easier in general for public servants to interact with citizens and streamline processes, saving time and tax money. It is also intended to provide the elusive single view of the citizen. The CSP will include templates built around Microsoft Dynamics CRM to ensure a consistent view of the citizen's information, whether accessed over the Internet, by telephone or at the town hall
"Governments need to respond to the growing needs of their constituencies and modernise the way they conduct business and engage with their stakeholders," said Jean-Philippe Courtois, president of Microsoft International. "Technology can help local and regional governments increase efficiency levels and offer modernised services, but many are ill-equipped to meet citizens' needs due to a lack of funding, technical expertise or other resources."
The strategy takes into account research, conducted by Capgemini and cited by Microsoft, indicating that 80 percent of public services take place at the local level, but that local authorities do not have adequate technical means to meet the demand.
"CSP arose from a series of projects among Microsoft, our partners, and local and regional governments," said Courtois. "By incorporating past lessons and achievements, we will be able to provide these governments with technologies they can cost-effectively and easily deploy for the direct benefit of their citizens."
