recommended reading

Commerce Seeks a Single System to Manage Its Citizen Services

kentoh/Shutterstock.com

The Commerce Department is in the market for a customer relationship management platform to use across all its divisions, similar to the products private sector companies use to manage relationships with their customers, contracting documents show.

Relationship management platforms typically allow customers to have a single profile across different divisions of a company so they can find services more easily and don’t have to enter information multiple times to purchase an item, dispute a bill or contact customer support.

Such a unified system might help a small business owner, for instance, who’s simultaneously seeking grants from the Minority Business Development Agency, a patent from the U.S. Patent and Trademark Office and counseling from the International Trade Administration to boost her company’s exports.

The National Institutes for Standards and Technology, a Commerce division, posted a presolicitation document for the new cloud-based tool on Monday. A presolicitation means the department hasn’t yet committed to purchasing any new technology but is alerting vendors that it plans to do so.

Agencies have been working to use technology to improve how they interact with citizens since 2011 when President Obama issued an executive order directing agencies to adopt customer service best practices from the private sector. 

(Image via kentoh/Shutterstock.com)

Threatwatch Alert

Thousands of cyber attacks occur each day

See the latest threats

JOIN THE DISCUSSION

Close [ x ] More from Nextgov
 
 

Thank you for subscribing to newsletters from Nextgov.com.
We think these reports might interest you:

  • It’s Time for the Federal Government to Embrace Wireless and Mobility

    The United States has turned a corner on the adoption of mobile phones, tablets and other smart devices, outpacing traditional desktop and laptop sales by a wide margin. This issue brief discusses the state of wireless and mobility in federal government and outlines why now is the time to embrace these technologies in government.

    View
  • Featured Content from RSA Conference: Dissed by NIST

    Learn more about the latest draft of the U.S. National Institute of Standards and Technology guidance document on authentication and lifecycle management.

    View
  • A New Security Architecture for Federal Networks

    Federal government networks are under constant attack, and the number of those attacks is increasing. This issue brief discusses today's threats and a new model for the future.

    View
  • Going Agile:Revolutionizing Federal Digital Services Delivery

    Here’s one indication that times have changed: Harriet Tubman is going to be the next face of the twenty dollar bill. Another sign of change? The way in which the federal government arrived at that decision.

    View
  • Software-Defined Networking

    So many demands are being placed on federal information technology networks, which must handle vast amounts of data, accommodate voice and video, and cope with a multitude of highly connected devices while keeping government information secure from cyber threats. This issue brief discusses the state of SDN in the federal government and the path forward.

    View
  • The New IP: Moving Government Agencies Toward the Network of The Future

    Federal IT managers are looking to modernize legacy network infrastructures that are taxed by growing demands from mobile devices, video, vast amounts of data, and more. This issue brief discusses the federal government network landscape, as well as market, financial force drivers for network modernization.

    View

When you download a report, your information may be shared with the underwriters of that document.