Request registration and response tracking
The records officer logs the channel, responsible department, deadline and handover. The department sees its queue, and the reply record goes back to the register.
Custom Development
CRM for Local Government
When several departments handle a request, the records office needs to see who is preparing the reply and where it stands. We’ll design a CRM for internal casework around the agreed registration and access procedures.
Where ownership of a resident request gets lost
- Requests arrive by mail, at in-person appointments, by phone, through social media and through online services, with no shared register.
- Staff lack an overview and miss response deadlines.
- Residents who can’t see the status of their request contact the office again.
- It’s hard to identify recurring problems and where a broader solution is needed.
- Residents receive inconsistent notices about outages, meetings and events.
Request register, departmental assignments and response preparation
These modules can be included in the project. We’ll agree on the scope and workflow rules after reviewing your processes.
Request routing
The records office routes the request with a deadline and explains why it falls within the department’s remit. When several services are involved, each confirms its part with its own status.
Tracking outgoing responses
The owner records who approved the reply, when it was sent and through which channel. Reporting rules follow the organization’s existing document workflow.
Additional Features
- Verifying the response channel and delivery
- The intake officer can share the information needed to prepare a reply within the assignee’s role. After sending it, staff record the channel and delivery status. If the letter comes back, the owner checks the contact details under the agreed procedure and logs a second attempt.
- Handling comments on a draft decision
- The secretary can link each submission to a document version and route it to the relevant department. Staff can review submissions about the same clause together while keeping individual records. The summary lists the points considered and decisions agreed.
- Overview of outstanding assignments
- Managers can view requests by deadline and department and flag those awaiting material from another service. The owner sees the last action and the reason for delay. Summary metrics can be prepared without applicants’ contact details.
CRM Workflow Examples
How teams can divide responsibilities and handle exceptions after rollout.
A request goes to the wrong department
Staff review why the request was assigned and send it back for rerouting. The coordinator assigns a new owner, and the routing history remains available.
A reply needs input from two departments
The lead assignee creates linked tasks for both departments. Once the material arrives, they draft the reply and send it for approval.
What to Include in the First Release
We’ll walk through one request type with intake staff, the assignee and the reply approver. We’ll identify the system that stores originals and registration numbers. We’ll check misrouting, a repeat request and work shared by departments.
Once we agree on the requirements, we design the screens, build a pilot, and try it against the agreed use cases. We plan the rollout and follow-on modules with your team.
Discuss the First PhaseDevelopment FAQ
How do we link a repeat request to an earlier one?
A new request can have its own number and link to earlier material. Staff see the context and assign a separate owner and deadline for the new record.
Can we prepare summaries without personal data?
Management reports can show aggregate metrics by topic, department and status. View and export permissions are set when roles are agreed.
How do we migrate open requests from several departmental registers?
We’ll match registration numbers, dates, assignees and related tasks. On a sample, the records office will check deadlines and outgoing reply statuses. For attachments, we’ll determine which links should migrate with their access restrictions intact.
What do you need to estimate a local government CRM?
Show us one request from registration and departmental assignments through reply approval and delivery. The estimate depends on existing document workflows, rerouting procedures and access by role. The pilot can cover one intake channel and a handover between two departments.
Let’s Discuss Your CRM
Tell us your industry, describe one process you want to automate, and let us know which tools your team already uses.