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Unlocking the Power of Citizen Request Management (CRM) Data

5 Strategies for Municipal Transformation

By Ryan Apruzzese, Customer Success Manager, Catalis Public Works & Citizen Engagement

If you’ve never heard the term, a Citizen Request Management (CRM) system is a technology widely used by organizations to manage and improve their interactions and relationships with customers or clients, while facilitating efficient service delivery. In a municipality, citizens serve as the “customers” of their local government. A CRM system provides software tools and processes designed to collect, store, and analyze citizen interactions with municipal government, and streamline delivery of the services they request. 

Because so many interactions and information about municipal services are recorded there, CRMs for government provide a rich source of data that can be used in various ways to improve efficiency, transparency, and decision-making. Here are five ways your municipality can take advantage of the data in your CRM:

  1. Performance Metrics:
    By analyzing response times, resolution rates, and service quality, areas for improvement can be identified and will demonstrate commitment to accountability and transparency.
  1. Resource Allocation:
    Identifying trends and patterns in citizen request data can help allocate resources more effectively. For example, if a spike in requests for pothole repairs is noticed in a specific neighborhood, road maintenance can be prioritized in that area.
  1. Predictive Analytics:
    Advanced analytics can be applied to CRM data to predict future citizen requests and service needs. This can help municipalities proactively address issues before they become major concerns. For example, anticipating an increase in sanitation requests during a certain time of the year based on historical trends can lead to better waste management planning.
  1. Citizen Engagement:
    Data from a CRM for government CRM can be leveraged to enhance citizen engagement and satisfaction. By analyzing feedback from citizen interactions, municipalities can identify opportunities to improve services and engage with residents more effectively. This can lead to greater citizen trust and participation in municipal activities.

  1. Budget Planning and Transparency:
    Your CRM data can play a crucial role in budget planning and allocation. Municipalities can use historical data to justify budget requests and demonstrate the need for specific projects or services. This transparency can help build trust with taxpayers and stakeholders.

How Can Catalis Help with CRM for Government?

Request Management Enterprise (RME) by Catalis is the premiere CRM solution for municipal government. Designed for government first and developed with customer feedback, hundreds of cities and towns across North America rely on RME to manage non-emergency services. RME provides robust automation, tracking, and analytics to streamline and organize projects. Simultaneously, citizens are kept in constant contact with updates about the status of their requests, promoting greater engagement and satisfaction throughout the resolution process. 

Contact us to schedule a demo to learn more about Catalis’ CRM for government solution.

Visit for a comprehensive list of our government/public sector solutions.

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