The City of San Francisco, after years of doing it the "old fashioned way decided to implement a CRM system in regards to anyone needing to contact city resources.
A specific problem was they way people contacted the city about abandoned vehicles. The old way involved a voice-mail system in which an individual would listen to them and then write down the information from the caller. There was no back and forth process to resolve issues like the lack of information. There were also problems in regards to duplicate entries. The CRM system helped the city streamline this process and increase it's accuracy and effectiveness. In any service the government is providing effectiveness needs to be the first goal.
A great perk to the city in general, not just the traffic enforcement section, is the collaborative advantages this new system can provide. A single call can resolve/record multiple issues without having to call multiple phone numbers and getting different departments with different information requirements. This framework allows for a standardized format of receiving issues. So in cases where multiple agencies are involved on a single issue they all have the same information available.
There are more things to come in the future for this field. As Aquino states in her article, "While dozens of cities already have 311 call centers, several are expanding their 311 programs to include mobile apps" (Aquino 2012). This option will greatly increase the efficiency and ease of communicating with one's government.
Aquino, J. (2012). Listening to the Voice of the Constituents. CRM Magazine, 16(7), 26-31.
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