customer relationship management: information …...•background • overview of the problem •...

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CUSTOMER RELATIONSHIP MANAGEMENT: information application for parliamentary services Christiane Coelho

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Page 1: CUSTOMER RELATIONSHIP MANAGEMENT: information …...•Background • Overview of the problem • Customer Relationship Management (CRM) • Relationship Management – Project •

CUSTOMER RELATIONSHIP MANAGEMENT: information application for parliamentary

services Christiane Coelho

Page 2: CUSTOMER RELATIONSHIP MANAGEMENT: information …...•Background • Overview of the problem • Customer Relationship Management (CRM) • Relationship Management – Project •

Contents • Background • Overview of the problem • Customer Relationship

Management (CRM) • Relationship Management –

Project • Results

Customer Relationship Management: Application for Parliamentary Information Services

Page 3: CUSTOMER RELATIONSHIP MANAGEMENT: information …...•Background • Overview of the problem • Customer Relationship Management (CRM) • Relationship Management – Project •

Dimensions • Members of Parliament o representational role o make decisions

• Society o make decisions o accountability o Education

Customer Relationship Management: application for parliamentary information services

Customer Relationship Management: Application for Parliamentary Information Services

Page 4: CUSTOMER RELATIONSHIP MANAGEMENT: information …...•Background • Overview of the problem • Customer Relationship Management (CRM) • Relationship Management – Project •

Resources • Organized processes and

procedures • Priorities • Policies • Staff • Research tools

Customer Relationship Management: application for parliamentary information services

Customer Relationship Management: Application for Parliamentary Information Services

Page 5: CUSTOMER RELATIONSHIP MANAGEMENT: information …...•Background • Overview of the problem • Customer Relationship Management (CRM) • Relationship Management – Project •

Background

• 1823 – Library and Archives • 1971– Center for Documentation

and Information (Cedi) • 90´s – Multiple Channels • 2000 – Strategic Management

Plan • 2004 – Relationship Management

Customer Relationship Management: application for parliamentary information services

Customer Relationship Management: Application for Parliamentary Information Services

Page 6: CUSTOMER RELATIONSHIP MANAGEMENT: information …...•Background • Overview of the problem • Customer Relationship Management (CRM) • Relationship Management – Project •

Overview of the problem • Multiple channels • Dispersion of services • Lack of common patterns • Lack of policies • Redundancies • Time consuming

Customer Relationship Management: application for parliamentary information services

Customer Relationship Management: Application for Parliamentary Information Services

Page 7: CUSTOMER RELATIONSHIP MANAGEMENT: information …...•Background • Overview of the problem • Customer Relationship Management (CRM) • Relationship Management – Project •

Solution Relationship Management

Project Obejctive: Establish a corporate model of governance for the relationship with the society and Representatives.

Customer Relationship Management: application for parliamentary information services

Customer Relationship Management: Application for Parliamentary Information Services

Page 8: CUSTOMER RELATIONSHIP MANAGEMENT: information …...•Background • Overview of the problem • Customer Relationship Management (CRM) • Relationship Management – Project •

• Objectives • Define Competencies • Design a general process

map • Eliminate redundancies • Integrated channels

Customer Relationship Management: application for parliamentary information services

Customer Relationship Management: Application for Parliamentary Information Services

Page 9: CUSTOMER RELATIONSHIP MANAGEMENT: information …...•Background • Overview of the problem • Customer Relationship Management (CRM) • Relationship Management – Project •

Project • Team

o Chief Legislative Office (sponsor) o Ombusdsman o Committee Department o Secretariat of Communication o Center for Documentation and

Information - Cedi (management) o Tachygraphy Sector o Project Advisory Office

Customer Relationship Management: Application for Parliamentary Information Services

Page 10: CUSTOMER RELATIONSHIP MANAGEMENT: information …...•Background • Overview of the problem • Customer Relationship Management (CRM) • Relationship Management – Project •

Customer Relationship Management: application for parliamentary information services

Personalization

Customer Relationship Management

(CRM)

Customer-oriented

Interaction

Customer segmentation Quality

management Shared

responsibility

Customer Relationship Management: Application for Parliamentary Information Services

Page 11: CUSTOMER RELATIONSHIP MANAGEMENT: information …...•Background • Overview of the problem • Customer Relationship Management (CRM) • Relationship Management – Project •

Project • Methodology

• Project Management Institute (PMI) • Focus group (problems identification) • Mapping (types of interaction, clients,

resources, technology, rules, oficial documentation, policies...)

• Central Problem • Lack of management, organization and

standards

Customer Relationship Management: Application for Parliamentary Information Services

Page 12: CUSTOMER RELATIONSHIP MANAGEMENT: information …...•Background • Overview of the problem • Customer Relationship Management (CRM) • Relationship Management – Project •

• Types of interactions mapped Information Requests (Law 12.527/11) Denunciations and Complaints Political Expressions Suggestions and Compliments

• Levels of Interactions First level (quick) Second level (complex) Thrird Level (sensitive)

Customer Relationship Management: Application for Parliamentary Information Services

Page 13: CUSTOMER RELATIONSHIP MANAGEMENT: information …...•Background • Overview of the problem • Customer Relationship Management (CRM) • Relationship Management – Project •

Customer Relationship Management: application for parliamentary information services

Multiple channels

Customer Relationship Management: Application for Parliamentary Information Services

Page 14: CUSTOMER RELATIONSHIP MANAGEMENT: information …...•Background • Overview of the problem • Customer Relationship Management (CRM) • Relationship Management – Project •

Customer Relationship Management: application for parliamentary information services

INTEGRATED CHANNELS

Customer Relationship Management: Application for Parliamentary Information Services

Page 15: CUSTOMER RELATIONSHIP MANAGEMENT: information …...•Background • Overview of the problem • Customer Relationship Management (CRM) • Relationship Management – Project •

Receives Inquiries

Connects service points

Tracking capacity

Integrated with email

Statistics

Inquiry Management System (Siate)

Page 16: CUSTOMER RELATIONSHIP MANAGEMENT: information …...•Background • Overview of the problem • Customer Relationship Management (CRM) • Relationship Management – Project •

Receives Inquiries

Connects Service Points

Tracking Capacity

Integrated with email

Statistics

L1 L2 L3

CRM/CD

Levels of service

Satisfaction

Clients records

Datawarehouse

Workflow

Time control

Page 17: CUSTOMER RELATIONSHIP MANAGEMENT: information …...•Background • Overview of the problem • Customer Relationship Management (CRM) • Relationship Management – Project •

Results • Relationship Management Act • Citizen Information Service

(SIC) • Relationship Management

Committee • New process maps • CRM System Requirements • CRM Aquisition Project

Customer Relationship Management: application for parliamentary information services

Customer Relationship Management: Application for Parliamentary Information Services

Page 18: CUSTOMER RELATIONSHIP MANAGEMENT: information …...•Background • Overview of the problem • Customer Relationship Management (CRM) • Relationship Management – Project •

Important Facts • Communication • Sponsor´s involvement • Professionals with different

background

Page 19: CUSTOMER RELATIONSHIP MANAGEMENT: information …...•Background • Overview of the problem • Customer Relationship Management (CRM) • Relationship Management – Project •

Christiane Coelho Paiva [email protected]

THANK YOU!