Gov. Bob McDonnell announced that Virginia has received the Microsoft Dynamics Customer Excellence Award for the public sector. Virginia was selected for the top award from more than 1,000 public sector submissions based on the measurable success for improving citizen services using the company’s customer relationship management (CRM) software.

Speaking about the award, McDonnell noted, “This award recognizes our achievements in modernizing functions across agencies to improve efficiency and provide enhanced responses to citizens. We now have 12 agencies using the new enterprise platform system which allows for more than 40 citizen facing business processes and services to be automated through web transaction portals or internal processes. Innovative solutions like this improve citizen services by speeding delivery, reducing the cost of government and enhancing transparency. Sound governance demands creative leadership and this award acknowledges that we take seriously that responsibility.”

Secretary of Technology, Jim Duffey commented that, “The Dynamics CRM platform is part of our effort to strengthen and enhance our shared IT services model within the Commonwealth’s private cloud.”

Deputy Secretary of Technology Aaron Mathes added, “Working with Commonwealth agencies, we continue to leverage the CRM shared service platform to improve business processes, reduce costs and enhance citizen services.”

Secretary Janet Vestal Kelly is using the software in her office. “Implementing the CRM system was one of the best management decisions we have made in the Secretary of the Commonwealth’s Office. We have used CRM in each division in our office, allowing us to streamline our business processes, save taxpayers’ money and raise the level of customer service we provide to the citizens of the Commonwealth.”

Virginia’s Chief Information Officer Sam Nixon noted that most executive branch employees are now using the state’s enterprise information technology infrastructure. He said, “By deploying an off-the-shelf product with little modification, the Commonwealth replaced legacy systems and provided workflow processes to handle citizens’ requests and services more efficiently. It also is easier for state employees to use this system. Agencies have been able to speed up the delivery of citizen services, respond more quickly to inquiries and concerns, retire outdated and sometimes unsupported software and hardware systems, and redeploy existing staff to other tasks.”

Karen Hostettler, Department of Historic Resources (DHR) she said, “Using the CRM program there has significantly reduced the time and money that would have been required to purchase and stand up a solution on our own. The CRM service has allowed DHR to move the environmental review application process beyond the traditional paper workflow. Applications are submitted and managed digitally. Customers can review project status at any time through the web portal. Agency staff members have access to the information from locations outside the office allowing for greater flexibility for review.”

By: NOVA Fortnightly Staff

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