SAP Releases CRM Solution for Government Contact Centers

SAP today released the SAP CRM rapid-deployment solution for citizen contact center as part of the SAP Urban Matters program. The solution, now generally available, helps simplify and accelerate the implementation of a government multichannel contact center. The solution also allows governments to  manage and monitor their organizations and operations.

The SAP CRM rapid-deployment solution for citizen contact center is a combination of software, pre-configured content, and pre-defined services specifically tailored for government multichannel contact centers. The solution supports phone, email, online, and chat channels, and is delivered with low upfront cost thanks to fixed-price and timeframe implementation services that mitigate financial risk and uncertainty. As a result of pre-configuration and the rapid-deployment methodology, governments can deploy in less than 12 weeks.

"Governments everywhere are looking for ways to increase efficiency, improve services and get citizens more engaged," said Jens Romaus, senior vice president and global head of public services industry solutions at SAP, in a statement. "The rapid deployment of citizen contact center with CRM enables our customers to quickly benefit from superior functionality combined with industry best practices. The solution can be deployed quickly for a fixed cost, helping them achieve quick results while minimizing the risks typically associated with a new software project."

The SAP Urban Matters program focuses on helping urban governments improve the lives of citizens. The SAP CRM rapid-deployment solution for citizen contact center enables governments to increase engagement with citizens, improve efficiency, deliver better services, address social inclusion, and become more open. The solution is built using a shared service model concept that enables the core customer relationship management (CRM) capabilities to be reused for future projects, helping further increase return on investment (ROI). SAP has additional public sector solutions for social services, public security, tax and revenue management, citizen services, and grantor management that can leverage this framework. Customers can also support social channels and mobile deployments as an extension of the solution as their needs evolve.

"At a time when governments worldwide are grappling with shrinking budgets, there is still a need to improve the level of service to constituents," said Steven Birdsall, senior vice president and general manager of SAP Rapid Deployment Solutions, in the statement. "The SAP CRM rapid-deployment solution for citizen contact center helps to unlock hidden efficiencies and resources through a proven and predictable solution that will deliver benefits in weeks. This modular approach opens a path to ongoing improvements, extending the functionality into new service channels, such as social or mobile, or new business needs, such as analytics."

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