Case Study: Enterprise GIS At A City Level

In 2004, the Mayor's Action Center (MAC) implemented Siebel's Customer Relationship Management (CRM) system. MAC is the city's main call center and accepts approximately 1,300 calls per day, or approximately 300,000 calls per year. The new system needed to increase responsiveness to requests while providing improved visibility into the status of those requests. For example, residents needed to be able to quickly request services or information regarding pothole repairs, snow removal, zoning violations, stray animals, and trash pickup. MAC needed CRM to better track citizen requests and coordinate information and action between other departments. In addition, the city wanted to enable citizens to submit and view their service requests online and be notified via e-mail. Submitted By ESRI