Constituent Relationship Management:
A Citizen-Focused Approach to Government
A NEW GFOA Satellite Teleconference
Wednesday, January 24, 2007
1 p.m. – 5 p.m. EST
- Would you like to save money while delivering superior service to your constituents?
- Does your staff spend significant amounts of time tracking and following up on the status of service issues?
On January 24, 2007, the Government Finance Officers Association will offer its first-ever satellite seminar on constituent relationship management (CRM). This is a great opportunity for public-sector managers to become acquainted with the benefits of CRM.
CRM is designed to give public organizations a direct link to their citizens’ concerns and opinions. Whether by way of a 311-phone system or interactive Web portal, CRM uses technology to collect information on citizen needs and uses that information to increase service delivery and manage competing priorities within a government organization.
Cities of all sizes have already adopted CRM systems. This seminar will explore their experiences and provide information to public-sector managers who are considering CRM in their jurisdictions. This course is designed to educate government managers about the benefits of CRM, both to governments and constituents.
Specific topics include:
- Building the business case for CRM
- Identifying critical business issues and success factors
- Return on Investment strategies
- Roll-out strategies
- CRM and process improvement
- Using CRM data to improve efficiency and reduce cost
- CRM and people
- Building a “constituent focused” attitude in public service employees
- Cost of Implementing a system
- Case studies and lessons learned
Faculty
- Kristin Gonzenbach, Director of Process Improvement, DeKalb County, Georgia
- Brian Osterloh, CRM Project Manager, City of Albuquerque, New Mexico
- Ted O'Keefe, Director of 311, City of Chicago, Illinois
- Spencer Stern, Lead Partner - Public Sector, Market Strategy Group, Chicago, Illinois
During the roundtable discussion, participants will be provided an opportunity to weigh in on the issues and ask questions of the faculty.
Hosting a Downlink Site
If your organization is interested in hosting a downlink site in your area, click here to download host application.
Click here to view a list of available downlink sites
Registration Fees
Early Registration
Payment received by Friday, December 22, 2006
| Member | $105 |
| Associate Member Private Sector | $145 |
| Non-member Public Sector | $125 |
| Non-member Private Sector | $175 |
Full Registration
Payment received after Friday, December 22, 2006
| Member | $155 |
| Associate Member Private Sector | $195 |
| Non-member Public Sector | $175 |
| Non-member Private Sector | $225 |
Group Discount
Register and pay for 3-9 attendees and receive 15 percent off the total cost of the registrations.
Register and pay for 10 or more attendees and receive 20 percent off the total cost of the registrations.
To qualify for the group discount, registrations must be submitted together. Individual registrations submitted separately or after the original group is submitted will not qualify for the group discounts.
Click here to register online.
Click here to register via fax/mail.