In today’s ever-connected world, constituents have increasingly high expectations that their federal, state and local agencies will provide exceptional service. Many agencies struggle, however, with creating good citizen experiences – particularly in the correspondence management arena.
Challenges include siloed departments and disparate systems that complicate the process of answering requests, systems that don’t support automation for signing actions and costly upgrades that require substantial maintenance. Additionally, government agencies are responsible for complying with legal regulations when communicating with citizens or other agencies, which can further prolong and complicate the process for managing and answering requests.
That’s why more agencies are aligning their correspondence needs with new and innovative cloud technologies. A cloud-based correspondence management system (CMS) can help reduce IT overhead and streamline existing processes, while empowering government employees to provide exceptional service and adhere with compliance regulations like the Freedom of Information Act (FOIA).
To better understand what a good CMS can yield in government, GovLoop partnered with Avtex, a leading company in customer service and correspondence management. In this industry perspective, Sam Thepvongs, Vice President of Public Sector at Avtex, provides insight on what features an agency should seek in a CMS solution.
By reading this industry perspective, you’ll gain a better idea of the challenges to achieving better correspondence management in government, the benefits of strengthened correspondence management and what is needed to provide the ideal CMS solution.