Over the last few years, the use of customer relationship management (CRM) has been ramping up in local government. The Digital Cities Survey revealed that as of last year, more than 90 percent of cities are either using or working to deploy the technology. And while it’s not quite as pervasive in counties, nearly 70 percent are doing the same, according to the 2016 Digital Counties Survey. Since the information has been tracked for cities, more than half have implemented CRM, while the numbers have been inching up for counties. As cloud computing makes the technology more easily attainable and citizens look for their governments to take a customer-driven approach to services, these numbers are expected to continue to rise.
Source: Center for Digital Government’s Digital Cities and Counties Surveys
This is an excerpt from the Digital Communities Special Report, which appears twice a year in Government Technology magazine and offers in-depth coverage for local government leaders and technology professionals. The June 2017 report explores the idea that the tech that drives 311 can help government deliver an Amazon-like experience.