Citizen expectations of governments and their agencies have risen dramatically. People not only want the privacy and security protections that are part of the government mission, they also have come to insist on the same efficiency, convenience, and service orientation that they experience in their dealings with private sector companies. Whether it’s paying the water bill, reporting a damaged traffic sign, or finding out how to incorporate a new business, the push is on to automate labour-intensive, paper-based procedures resulting in reduced manual effort, lowered costs, and improved turnaround times.

Key to meeting these challenges is maximising the value of the unique processes you have in place for true constituent connectivity, and to accomplish the business of government. To be successful, you must formalise and automate procedures, restructure, reengineer, or consolidate activities, adopt better management practices, and terminate obsolete services or programs. Process-centric demands include:

• Complying with the legislative mandates to eliminate paperwork and modernise government
• Ensuring collaboration among agencies and local governments
• Tracking and managing correspondence to ensure action within mandated time frames
• Streamlining operations by automating manual, repetitive processes to increase efficiency and accountability
• Advancing and fulfilling agency missions by automating unique processes to ensure that appropriate levels of people, information, and systems are involved
• Protecting privacy and implementing security controls for sensitive information
• Leveraging the investments in your portal and other existing systems so that process data is reliable, secure, scalable, and timely.

Merit understands the unique needs of state governments and how they can better succeed with efficient process execution. Merit’s technology and proven expertise is helping government organisations improve citizen services, automate manual processes, comply with mandates and regulations, launch e-government initiatives, tie together silo processes and systems, and do more with less.

State governments can better serve constituents and contain costs by more efficiently managing processes, including those for:

• Citizen services
• Citizen maintenance requests such as pot holes and graffiti removal
• Citizen response systems/ correspondence management
• Case management
• Facilities management

With new and improved processes, your people work smarter and better. Merit solutions deliver a host of benefits that drive down expenses, such as:

• Automating paper-intensive, error-prone tasks
• Enabling more intelligent and faster exception resolution
• Promoting better staff collaboration with process consistency
• Providing real-time insight into inefficient stages of daily operations

For more detailed information about how Merit Technology can assist State Departments, visit the Merit CRM and Merit CMS overviews.