Explanation
BACKGROUND: This legislation authorizes the transfer and expenditure of bond proceeds within the cable fund for the initial phase of the ColumbusStat project. This acquisition of customer relationship management software (CRM), consulting services and technologies are compatible with current DoT standards and systems and is in line with the goals of increasing customer service and peak performance. The ultimate goal is to establish a 311 (3-digit phone access) system to improve customer service, but this first phase is necessary to determine the best way for the City of Columbus to move forward with full implementation of 311. This legislation itself (aside from 311) will establish a ColumbusStat management database that will facilitate better decision-making by city managers and provide better service to citizens and customers.
The acquisition of CRM software, consulting services and technologies provided for in this ordinance will:
1. Enable city managers (and eventually citizens) to use an easy to administer, work order and resource management tool to direct and access services provided by a variety of city agencies such as the Health Department, Sewer and Drains, Police non-emergency, Mayor's Action Center, Recreation and Parks, and the Division of Transportation. Using predefined and custom service masks, the system will quantify the quantity of all resources involved in provisioning city services and lead to greater visibility of the internal cost and performance of those activities. CRM will ultimately improve directory assistance, lower operational costs and enhance citizen satisfaction by shortening the cycle time between demand and service, eliminating the uncertainty associated with managing customer expectations and performance management.
2. Connect each city agency into one incident and work order management central repository data bank, thus eliminating redundancies and duplications and inconsistencies that ex...
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