Local agencies licensing, upgrading or implementing Oracle CRM applications include: City of Albuquerque, N.M.; DeKalb County, Ga.; City and County of Denver, Colo.; Kansas City, Mo.; and New York City, N.Y.

"With Oracle's applications for constituent response services, including 311 systems, city and county governments can empower their employees to provide better service to constituents," said Oracle Public Sector Senior Vice President Mark Johnson. "Oracle solutions provide agencies with analytic capabilities that enable officials to enhance efficiency and monitor their service outcomes."

Oracle's CRM solutions provide the backbone for 311 systems, many of which track every citizen inquiry (whether placed via phone, fax or online), direct service requests to the appropriate department and provide visibility into agency-wide data.

City of Albuquerque - Easing Burden on 911 Emergency System
With 484,000 residents, the City of Albuquerque is New Mexico's most populous metropolis. When the city's 911 system came close to failure due to high call volume, Mayor Martin Chavez saw the need for a 311 system to divert the excessive number of non-emergency calls. The City of Albuquerque worked with Unisys to implement Oracle's PeopleSoft Enterprise CRM to provide citizens with a single point of contact and provide the city with a completely Web-based solution - simplifying processes and allowing employees and citizens to access information virtually anytime and anywhere.

In the first full month of public deployment in July 2005, the Albuquerque 311 system received over 45,300 calls. Leveraging training material based on PeopleSoft User Productivity Kit, Albuquerque's 35 call center operators are now able to answer 99.34 percent of calls in less than seven seconds. Less than one year after deployment, a city-sponsored survey revealed that 85 percent of citizens using the system were extremely satisfied with their experience, and 97 percent would recommend using 311 to family and friends. City officials expect call volume to grow to 1.3 million calls annually.

"Since implementing PeopleSoft Enterprise CRM, we improved our internal processes to allow our employees to focus on their primary job responsibilities," said City of Albuquerque CRM Project Manager Brian Osterloh. "We only scratched the surface of what Oracle's solutions offer, and now we are starting to mine the gold beneath."

DeKalb County - Streamlining Operations to Raise Customer Service Levels
With more than 700,000 residents, DeKalb County encompasses the heart of Atlanta, one of the fastest growing metropolitan areas in the country. The county, which receives 3.8 million calls each year, is using Oracle E-Business Suite CRM to deploy a 311 system that is planned to consolidate call centers and service information for the county's 46 departments. The new 311 system will integrate with DeKalb County's other Oracle E-Business Suite applications, including Oracle Financial Management, to further streamline business operations countywide.

DeKalb County worked with Oracle and its implementation partner, Unisys, to recently go-live in four pilot departments. Now, the team is rolling the system out to the other 42 departments in phases. DeKalb County plans to turn the 311 number on in March 2007, achieve 50 percent awareness among citizens within the first year and reduce the number of non-emergency calls to 911 by 20 percent. County officials estimate that the call center will receive 1.5 million calls per year. They expect to increase efficiency and lower costs by reducing the time that county employees spend answering constituent calls, freeing them to focus on their primary responsibilities. In addition, the system will allow district commissioners to download data by geography - providing a detailed picture of service activity within each district and allowing officials to more effectively budget for the future.

"The new 311 Citizen Help Center is a major step forward in providing quality customer service to our citizens while improving the efficiency of our operations and responsiveness to our citizens." said DeKalb County Chief Executive Officer Vernon Jones.

City and County of Denver - Improving Citizen Service and Increasing Accountability
The Mile High City of Denver is located at the base of the Rocky Mountains and is home to more than 557,000 citizens in a greater metropolitan area of more than 2.5 million residents. In July 2006, Denver's 311 system went live with Oracle's PeopleSoft Enterprise CRM, implemented in partnership with Oracle Consulting Services. City officials are in the early stages of exploring a 311 system for the Denver metropolitan region. With Oracle's help, the City and County of Denver and Mayor John Hickenlooper are fulfilling their goal to use technology to drive efficiency and reduce costs, while delivering better service and increased accountability to citizens, and improving public safety by diverting non-emergency calls away from 911.

As part of their 311 initiative, the City and County of Denver simplified operations across departments with the implementation of PeopleSoft Enterprise CRM and PeopleSoft Enterprise Performance Management, which complimented their previous investments in Oracle Database, PeopleSoft Enterprise Portal, PeopleSoft Enterprise Financial Management and PeopleSoft Enterprise Human Capital Management. The city is establishing performance metrics to measure the effectiveness of service processes; identify and improve every department's performance; benchmark from other top-performing organizations; and track the performance of teams and employees. City officials also recognize the value the 311 system could offer during large local events or natural disasters. In a situation where thousands of citizens may need to obtain information from various departments, a centralized point of contact would be essential.

During implementation, the City and County of Denver participated in Oracle's Insight Program, an on-site session that helps customers maximize the return on investment of their Oracle products. This session provided the City and County of Denver with a technical integration roadmap for CRM. This roadmap provided insight into integration methodologies, best practices and lessons learned. In addition, Oracle's Insight team provided guidance on how and when to use the native PeopleSoft delivered Integration Tools and Solutions.

"Implementing our 311 system helped the City and County of Denver become more efficient," Hickenlooper said. "We want our call takers to have the best information possible at their fingertips and to be able to access it quickly for our residents, so we took inventory of City employees' duties, finding opportunities for more efficiency along the way. Our 311 software also provides increased customer service and accountability for our citizens since we have the capability to assign a tracking number to each case that can be monitored online or with another call to 311."

Kansas City - Consolidating Call Centers to Improve Constituent Service
Kansas City, Mo., is undergoing major restoration projects, and the government's citizen action center is no different. Currently, the city is implementing Oracle's PeopleSoft Enterprise CRM to consolidate its call center operations and provide better service to constituents. In 1974, the city was among the first to implement a centralized call center to handle citizen inquiries, but throughout the years, the system slowly decentralized and departments began opening their own call centers. In 2003, the new city manager set out to consolidate government services and decided to implement PeopleSoft Enterprise CRM. The city had already selected PeopleSoft applications for human resources and financial management and wanted to integrate the systems. Implemented in partnership with Unisys and Oracle Consulting Services, the new 311 system is expected to launch late this year.

Despite having experience with a centralized call center, Kansas City did not previously have the back-office capabilities that the Oracle solution will provide. The city enhanced operations with Oracle's PeopleSoft Enterprise Financial Management and PeopleSoft Enterprise Human Capital Management, and now PeopleSoft Enterprise CRM will integrate seamlessly with these back-office systems. City officials expect to more quickly serve the needs of their more than 440,000 residents by utilizing Oracle's reporting capabilities to monitor and improve service delivery. They also expect to cut operational costs, speed decision-making cycles via enhanced analytics and save time by leveraging functionality that allows employees to file reports from mobile devices while in the field.

"Kansas City is a long-time Oracle customer, and based on our success with other Oracle products, we expect that PeopleSoft Enterprise CRM will provide the same value," said Kansas City Assistant to the City Manager and Project Executive Sponsor, Earnest Rouse. "The implementation will allow us to recentralize our government action center and support it with the vital back-office functions we did not have before."

New York City - Government That Never Sleeps
Prior to 2003, when New York City's 8 million citizens wanted to contact city agencies, they needed to leaf through 10 pages in the telephone book in hopes of finding the right number. New York City implemented a 311 Citizen Service Center, leveraging Oracle's Siebel CRM applications, to make the city more accessible to constituents. The city selected Accenture to help integrate and implement the new call center technology, as well as to train employees.

Now, New York City citizens can easily request and receive information, whether they need to report a pothole or find out when their local library is open; the system is also available to people anywhere in the world by dialing (212) NEW-YORK. The center answers calls 24 hours per day, seven days a week and offers the service in more than 170 languages. New York City's 311 system now regularly receives approximately 40,000 calls per day and answers those calls in an average of less than six seconds. The city's 311 staff can use the Oracle system to access an extensive knowledge database of over 10,000 content records describing City government services, information and other details. The easy-to-remember number has also been credited with diverting more than a half million non-emergency calls that would have otherwise gone to the city's 911 emergency system.

The New York City 311 system not only gives citizens access to the city government, but also allows the city government to hear from its citizens. Data provided by Oracle's Siebel applications allows the mayor and government officials to identify and solve problems, as well as improve service processes and target resources.

"With Siebel CRM, we can offer our citizens 24-hour access to city information," said Department of Information Technology and Telecommunications Commissioner Paul Cosgrave, whose agency administers New York City 311. "Whatever question or request about New York City government they have - whatever the time and in whatever language - someone is always there to help."

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