Encouraged by the Administration’s embrace of digital government, this year has seen federal agencies explore how they can best meet the mission and serve constituents through digital tools.  One area where innovative tools and technology can have a great impact is in helping deliver critical services, such as benefits enrollment or accessing Medicaid, to citizens as part of a holistic service delivery.  Constituent case management enables agencies like the Social Security Administration, the Department of Health and Human Services, and the Department of Veterans Affairs, to assist citizens in accessing services and completing complex transactions in a single engagement rather than bouncing from automated system to call center to web site as they would with a traditional CRM-driven interaction.

According to Jason Adolf, federal practice lead at Appian, “delivering a seamless, multi- touch experience” is the key difference between a traditional CRM and a modern business process management (BPM) platform.  “Delivering high value services tends to be an extended interaction.  It’s not just ‘ask and answer’ phone interactions anymore. Our customers are managing complex business processes and delivering the right outcome on the first call.”

Interested in learning more about how your agency can deliver constituent services right the first time?  Jason Adolf shares more insights on how Constituent Case Management transforms how agencies meet their mission and serve citizens in this short video

In the office and can’t watch just now?  You can read this case study to learn how the USDA’s Risk Management Agency put Constituent Case Management to work to support America’s farmers in times of need