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CUSTOMER RELATIONSHIP MANAGEMENT FOR SAN FRANCISCO'S CITY GOVERNMENT San Francisco is the fourth largest city in California by population and one of the most populous cities in the United States. With approximately 300,000 residents, local government MEC_AMO TEM_03_02 Page 2 of 32 Management Information Systems (COMP10015) - Fall-2021-CW1 (Assignment 1) -R- OP has a tall order in responding to the needs of San Franciscans every day. So it's important that government agencies use information systems designed for maximum efficiency and ease of use for citizens. As anyone that's been held up at the DMV for hours knows, government services are not always models of efficiency. San Francisco was no exception. The example shown in the video (URL:http://www.youtube.com/watch?v=2e02e1981) is the abandoned vehicle detait process. San Franciscans called in with complaints, or reports, of vehicles that had been abandoned for 72 hours or longer. Then a patrolling officer would locate the vehicle and mark it for towing But the city of San Francisco's voice mail system was overly complicated and difficult to use. It was difficult for citizens to successfully provide the city with information aboutabandoned vehicles, and often the city would have trouble dealing with multiple reports about the same vehicle, San Francisco needed a better system for managing abandoned vehicle reports. The Department of Telecommunications and Information Services (DTIS) helped solve the problem by identifying the existing business processes, beginning with the complaint intake process and ending with the resolution of an abandoned vehicle complaint, and provided an overhaul of the existing CRM system based on the needs of government employees. Callers would now use the existing 311 service, allowing them to place a one-contact phone call with a human being in order to report a vehicle. And by providing applications that were similar to applications performing other government functions, the CRM systems fostered greater interdepartmental collaboration and provided the benefits of Web accessibility. tracking of work, and better customer service San Franciscans can be confident that they will have a similar experience and receive similar service whether they call for library hours or to report an abandoned vehicle. References: Case Studies From: Management Information Systems, Managing the Digital Firm, Kenneth C. Laudon and Jane P. Laudon Case Study-1 Questions 1. Discuss the different challenges and problems San Francisco City Government faced? a