The City / County desired to build a business case for a proposed deployment of an enterprise-wide CRM system. They also wanted to publish an RFP covering a proposed call center that the City is considering creating to house the CRM contact center agents. To gain an in-depth understanding of the client’s current environment, we interviewed more than 100 municipal employees from various departments to uncover their current processes, technology, and organizational structure. This allowed the consulting team to better assess the gap between the client’s current IT and operational environment and its ability to move to a 3-1-1 solution. In addition, we conducted a large-scale kick-off meeting that included all impacted departments and facilitated several core team meetings with the CRM steering committee.

Major Project Outcomes included: