IT for Performance in Government...an article (April 2009)
By david.gourlay on Jun 05, 2009
Please visit the weblink for Summit Magazine, a Canadian publication focused on public sector purchasing, to read an article I authored on the 3-1-1 program and its' capacity to fulfill service delivery transformative priorities for our governments. Through standard "back office" infrastructure that generally consists of a Citizen Relationship Management (CRM) business application such as Oracle's PeopleSoft or Siebel, a 3-1-1 program holds a value proposition as a management business process for enhanced program and service performance.
Traditionally a municipal and local program, 3-1-1 approaches are attracting more attention among senior jurisdictions as they study new transformative models of citizen-facing service delivery programs to manag expectations of their constituents. The article describes the story behind the 3-1-1 program in New York City, an Oracle reference.
Specifically, the article is at this link as well.
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