By Michael Seback on Dec 02, 2011
Montgomery County, Maryland, deployed ERP and CRM applications at the same time. This analysis provides lessons for other local governments to improve project staff allocation, vendor management, and project performance management under strict budget and timeline constraints.
The Montgomery County CIO considers the implementation of Oracle EBS and Siebel, on time and on budget, a "great success."
· Managed service requests in a consolidated manner. MC311 handles more than 40,000 service requests each month on behalf of 37 county departments and offices. In April 2011, more than 1,300 service requests originated from the Web portal. Montgomery County hopes to drive more requests to the portal, as this is the lowest-cost interaction channel.
· Reduced duplication of citizen service centers across the county. The intake desk at the Department of Housing and Community Affairs was eliminated, enabling a staff member to take over the responsibility for creating cases.
· Eliminated legacy systems. Multiple legacy systems were shut down, including the Department of Transport (DOT), the transit information request database and Department of Environmental Protection solid waste collection request database.
· Created a more scalable and reliable service center, including in times of crisis. Twenty-four-hour nonemergency call support to residents was made possible, including during winter blizzards.
· Improved access to performance management information. CountyStat uses Oracle Business Intelligence Enterprise Edition (OBIEE) dashboards to drive process improvement in departments. Prior to the implementation of MC311, there was no system for tracking customer requests and their status.