Remedy Citizen Response Provides Adaptable eGovernment Citizen Support Solution to Local, State, and Federal Government Agencies
June 15 2004 - 9:02AM
PR Newswire (US)
Remedy Citizen Response Provides Adaptable eGovernment Citizen
Support Solution to Local, State, and Federal Government Agencies
Public Sector Organizations Exceed Citizen Expectations While
Managing Costs And Improving Staff Productivity SUNNYVALE, Calif.,
June 15 /PRNewswire-FirstCall/ -- Remedy(R), a BMC Software company
(NYSE:BMC), today announced the availability of a new version of
Remedy Citizen Response, the company's customer support application
for the public sector. The new version improves agent productivity
through automation, intelligence and reporting, thereby helping
public organizations, such as federal, state, or local government
agencies, respond faster, more consistently, and more accurately to
citizen requests, resulting in improved citizen satisfaction and
reduced costs. Today, citizens and businesses expect public sector
organizations to provide service comparable to that provided by the
most efficient commercial organizations. Additionally, government
services organizations are under increased pressure to provide
improved services without further taxing overburdened budgets.
Designed specifically for the needs of the public sector, Remedy
Citizen Response is the only application for the public sector that
provides out-of-box functionality to manage the non-emergency
support calls made to a government by its constituents. It also
takes advantage of the business process automation capabilities of
Remedy's Action Request System to allow unique functional needs to
be quickly incorporated. This functionality allows public
organizations to log and track citizen issues, suggestions, and
requests for information received via any channel, and provides the
capability to manage and track the entire resolution process, even
when other departments' involvement is required. According to John
Kost, managing vice president for Government at Gartner, Inc.,
"Today's public organizations are struggling with how to affordably
close the service expectation gap that exists between their current
service delivery capability and the service levels demanded by the
citizens they serve. By implementing well-planned, effective
eGovernment contact center solutions, such as 3-1-1, public
organizations enable citizens to get answers and services more
effectively and with less hassle while at the same time improving
the efficiency of service delivery." A specific focus of Remedy
Citizen Response 5.01 has been the quickly emerging need for the
consolidation of citizen facing call centers in city and county
governments. Known as 3-1-1 initiatives, these call centers provide
a single point of access for all non-emergency citizen inquiries
and requests for service, whether the request must go to the
department of public works, department of licensing, traffic, or
sanitation, for example. These 3-1-1 call centers centralize
citizens' inquiries and complaints, which greatly improve a
municipality's service to its constituents, but also provide new
challenges to the locality including the need to: -- Handle very
diverse inquiries which requires significant agent training and
support -- Track and provide complete visibility for all requests,
until resolved (regardless of the department from which they
require service). -- Provide citizens with multiple channels to
submit requests -- Integrate to multiple legacy and enterprise
systems Remedy Citizen Response addresses these challenges and
improves agent productivity through automation, intelligence, and
reporting, regardless of whether the citizen inquiry concerns road
repairs, contractor licensing, or tax questions, Specific features
new or enhanced in this version of Remedy Citizen Response include:
-- Automated scripting for data collection - intelligent scripting
that guides staff or citizens through the process of recording
data, ensuring that the right information is gathered to resolve
the inquiry more quickly. -- A knowledge base to store commonly
used solutions, policies/procedures, and solutions from previously
resolved issues, improve resolutions statistics, and leverage time
previously invested in solving citizen problems. -- Dedicated user
consoles to combine a task-oriented approach with specialized data
organization and display user consoles to enhance the productivity
of agents and supervisors. -- Web self service screens to
facilitate citizens' access for issue logging and smart searching,
providing 24X7 support while deferring calls into the call center.
-- Remedy Service Level Agreements to help define and manage
performance down to the individual inquiry level for either
internal or external benchmarks. "With more than 1,100 customers in
the public sector, Remedy has acquired a unique knowledge of
governmental needs, said Harold Goldberg, vice president of
worldwide marketing and business strategy for Remedy. "This version
of Remedy Citizen Response leverages that knowledge, and extends
the solutions available to meet the changing needs of citizen
facing eGovernment." About Citizen Response Based on technology
used in the award-winning Remedy Customer Support, Remedy Citizen
Response enables support staff to quickly log inquiries, review
call histories, view attachments, and search for solutions. It can
also automatically assign issues to appropriate support
representatives based on specific criteria -- such as area of
expertise, department, request type or workload -- ensuring
requests get assigned to the right person at the right time.
Federal/Central government agencies use Remedy solutions to collect
economic survey data from businesses; manage citizen complaints
from telemarketing organizations; track and resolve consumer
complaints concerning financial institutions; respond to requests
from program beneficiaries for info on entitlements; manage
employee requests for health insurance and pension benefit
information. State and local governments use Remedy solutions to
record, track, and resolve citizen inquiries and requests; provide
ubiquitous access to citizens, whether by kiosk, walk-in, phone, or
Web; consolidate citizen inquiry history for better responses; meet
service level agreements in responding to information requests from
the public; help agents improve productivity and performance. About
Remedy, a BMC Software Company Remedy, a BMC Software company,
delivers Service Management software solutions that enable
organizations to align internal and external service and support
processes to business goals. More than 10,000 customers worldwide,
from small and mid-sized businesses to global enterprises, have
chosen Remedy's IT Service Management and Customer Service and
Support software to automate their support processes, improve
service levels, manage assets, and lower costs. Remedy's highly
flexible, best-practice applications enable enterprise-wide
Business Service Management and allow customers to easily adapt to
unique and changing requirements. Remedy customers include 80
percent of Fortune 100 companies and 50 percent of Global Fortune
500 companies. Remedy customers worldwide have employed solutions
developed throughout the company's 14 years of product evolution
and investment. Locate additional company and product information
at http://www.remedy.com/ . Remedy and Action Request System are
registered trademarks of BMC Software, Inc. All other trademarks
are the property of their respective owners.
http://www.newscom.com/cgi-bin/prnh/20030528/REMLOGO
http://photoarchive.ap.org/ DATASOURCE: Remedy CONTACT: Tamara
Doney of Remedy, +1-916-645-6233, or ; or Julie Redard of Porter
Novelli, +1-617-897-8234, or , for Remedy Web site:
http://www.remedy.com/ http://www.bmc.com/
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