Keen Citizen Services for Creatio

Keen Citizen Services for Creatio extends the no-code Service Creatio product to enable legislative offices, executive agencies, and non-profit organizations (NPOs) to modernize engagement and achieve service excellence. This pre-configured application from Keen360 builds on the robust capabilities of Service Creatio to provide functionality for maintaining constituent profiles; capturing complex webs of relationships; receiving inquiries and applications; automating casework, and generating actionable insight via reports and dashboards. 

Use cases:

• Agency or Office Leader:  View all your contacts and all their information, including the complex web of relationships they may have, on your mobile device.  Check status of a constituent case or inquiry. Review the responsiveness and effectiveness of your team in delivering service. Review and approve press releases and other important documents. View dashboards for trends related to constituent service. 
• Chief of Staff:  Keep on top of the priorities established by your boss. Monitor and manage the performance of your office for service delivery. Respond directly to constituents yourself, doing so with full context of who they are and what they are requesting. Mark individuals and organizations with tags or flags for lists and reports.  
• Communications Team: Circulate drafts of key documents (e.g., press releases) for review and approval in your office. Create and maintain templates for emails and correspondence. Maintain templates and documents for internal and external audiences in the knowledge base (KB). Distribute or publish via your preferred communications channels. Integrate with your website.
• Casework Team:  Receive and manage casework via proper service queues (instead of folders in email or storage systems). See that which is beginning to lag. Use automations for reminders and updates. Receive and process submissions. Keep robust records of key persons and contact numbers in agencies with whom you collaborate for constituent service. Communicate via your constituents' preferred channels.
• Legislative Team:  Establish a service queue for tracking constituent inquiries and opinions on legislative bills and civic events. Optionally use Keen Legislative Tracking to register positions expressed by constituents; to follow bills through their lifecycles.
• Constituent Experience:  Most important of all, deliver a vastly improved and thoroughly modern experience for your constituents making inquiries and requesting service.  Be proactive with updates and reminders.  Be available via the channels that your constituents prefer.  Follow through with requests for feedback (as basis of continuous improvement).

Key features:

• Constituent & Voter Profiles:  Make use of pre-configured attributes and categories specifically for constituent service (e.g., demographic attributes). Add your own fields almost effortlessly via the Creatio no-code tools. Track addresses of different types. Capture assignments (e.g., committee or board assignments) and relationships (e.g., family members or consulting clients) with histories of start dates and end dates (if desired).
• Household Profiles: Track members, metrics, and history for households.
• Organizational Affiliations:  Capture and maintain the complex web of organizational affiliations and personal relationships that characterize the environment for government and politics (e.g., the branches of government or the jurisdictions within a state or the local newspapers for a regional publisher). 
• Service Queues, Cases, & Reports:  Receive, triage, assign, fulfill, and validate service requests like a top-performing customer-focused organization does. Optionally set service-level targets and automations / escalations in addition to metrics and reports for standard management. 
• Multi-Channel Service:  Engage via the channels that your constituents prefer, whether voice, text, email, portal page (for constituent self-service), or even dedicated website pages. 

Notes:

• Leverage.  This application is powered by the no-code Creatio BPM / CRM platform, which provides rich baseline functionality for relationship management, workflow automations, stakeholder communications, mobile apps, portals, dashboards, and more.  
• Implementation.  As a pre-configured application leveraging the Creatio BPM / CRM platform, this application can typically be implemented in 12 to 16 weeks, with the duration being mainly a function of how much process-design work is desired; how much data is to be cleansed and imported; how many non-CRM systems are to be integrated; and how much focus your organization can commit to the implementation project.  
• Integration.  This application integrates with other systems per modern industry methods (REST APIs, OAuth, webhooks, and more) using no-code tools and pre-configured connectors.  
• Extension.  Due to the power of the no-code Creatio BPM engine, the platform can readily be enhanced and extended to support future requirements, even new areas of operations.