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:
of Requirements – In order to identify the requirements that will ultimately
drive the development of an RFP, we created a high-level roadmap. In addition,
we evaluated various options for implementing a 3-1-1 solution and conducted
an ROI analysis, which provided a detailed view of the projected financial
return from investing in CRM and a 3-1-1 call center.
of Partnership Opportunities – Partnerships between municipalities can
provide many benefits, including the ability of citizens to receive service
for their request regardless of whether it is handled by a city, county, etc.
In addition, whereas 3-1-1 may be too expensive for a single entity to incur,
if these costs are shared across the entities, it could provide a more affordable
solution. An in-depth analysis of partnership opportunities was performed
that focused on asset sharing, personnel sharing, and providing estimated
and Creation of an RFP – This RFP highlighted the high-level requirements
as identified during the initial phase of this project. For the 3-1-1 call
center, a set of site requirements was developed to enable Honolulu to evaluate
site options against consistent criteria, including a facility sharing option.
in Developing Cost Estimates - We established a range of costs for each phase
of the implementation. The results of this step were incorporated into the
with Education of Legislative Participants – We conducted education
and training sessions which helped create buy-in from key constituents. Marketing
materials were developed, and general inclusion in planning activities was
pursued. The focus in this work was on stakeholder alignment.