Keen Citizen Services powered by Creatio

Keen Citizen Services powered by Creatio extends the low-code Service Creatio application to enable legislative offices, executive agencies, and advocacy groups to modernize communications and transform performance for constituent service. 

This pre-configured application builds on Service Creatio to provide functionality for building constituent profiles, capturing complex real-world relationships, automating casework, and achieving service excellence. 

Keen Citizen Services leverages the Creatio platform for rich CRM functionality for mobile apps, portals, dashboards, and more.  It complements both 1) the Keen Legislative Tracking application, and 2) the Keen Donations Management application.

Some specific use cases and functional highlights for Keen Citizen Services are as follows.

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 and maps 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.  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 what is beginning to lag.  Use automations for reminders and updates.  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.  Register positions expressed by constituents.  Optionally use Keen Legislative Tracking to follow bills through their
• 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.  Add your own almost effortlessly via the Creatio low-code wizards.  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).
• 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 (possibly requiring Marketing Creatio). 
• Mobility & Portal:  Leverage the standard Creatio functionality for accessing information and functionality via mobile apps for Android and iOS.

Notes:

• Leverage.  Keen Citizen Services is powered by the low-code Creatio BPM / CRM platform.  Specifically, Keen Constituent Services extends the Service Creatio application (both the Customer Center and Enterprise editions), and it integrates seamlessly with Marketing Creatio, Sales Creatio, and the Creatio Portal products.   
• Implementation.  As a pre-configured application leveraging the Creatio BPM / CRM platform, Keen Citizen Services can be implemented in 6 to 8 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, and how many non-CRM systems are to be integrated.  
• Integration.  Keen Citizen Services integrates via REST APIs with other systems (including feeds from data services) per modern industry methods.  
• Extension.  Due to the power of the low-code Creatio BPM engine, the platform can readily be extended to support business functions other than service operations, if desired.