This case study pretty much talks about San Francisco and how they have changed there way of running their city over the years. Changing from a less efficient voicemail system to a more efficient way of cataloguing complaints when they come in instead of manually listening to every voicemail and writing them down. This case study explains how just changing a little bit when it comes to information systems can make such a huge difference. My allowing computers to automatically catalogue and put in a database for all to see the city has been able to manage their complaints more efficiently and make their citizens much happier.
1. How did the DTIS CRM team change the business process for dealing with abandoned vehicles in San Francisco? How did the old business process work, and what kinds of problems arose? Why was it necessary to change the business process before developing a new CRM system.
Since the old system used voicemail, where complaints were given when a person called. and then had an operator that listened to all of the recordings and transferred via handwriting to some other document, the city was needing a more efficient way to achieve this. Their inefficient way had caused so many problems for the city and there was no communication between the different departments/agencies of the city. With the old system it was very easy to overlook or not realize that the same complaint was being made or how long after the complaint was made before the person listening actually got to the recording. The city in hopes of making their system run more smoothly adopted a new process by which people can call in their complaints but they were automatically catalogued into a computer. This process enabled an employee to better organize complaints especially recognizing when there is a repeated complaint. This enabled the city to full-fill their dream of a smoother running system. Simplifying current methods by using computers. Made it to where the citizens of the city can go about their complaints in the same way as before without out having to learn a completely different way but at the same time making it to where they city can better respond to the complaints that are being made and in a more timely manner.
2. Why is a CRM particularly useful for the support of "interaction" jobs (described in the text chapter) as opposed to "transaction jobs?"
When it comes to different types of customer management, CRM is a type. This system allows a person to be communicated with more efficiently. I don't know how to explain, supposedly interacting with the people is more efficient then doing opposite. Better to help complaints rather than recording data.
3. How does this city-wide system help different agencies collaborate with one another?
San Francisco, that wanted to use a city-wide system, created a system that allowed for all departments to communicate information with each other. All the different agencies can have access to the same database allowing them to contact, work and communicate with each other. All data is in a central place. The video case talks about abandoned cars as an example, more than one department will want them off the street and more than one department is going to have to communicate to make sure that it is taken care of. The city-wide system helps with consistency throughout all data entered into the system.
4. How has the system installed by DTIS helped integrate information among city agencies? What difference would this make for customer service?
The DTIS system has helped bring information systems into the everyday city running. Information coming from a single well updated source is far better than one scattered about with all kinds of material that needs to be updated. In my opinion, being able to see what things are complained about the most often enables a city to run more smoother and its citizens much happier.
5. Considering the types of information systems discussed in the chapter, what type of system is this? How would you characterize this system?
This question was kind of difficult to locate and answer for. After reading the chapter and seeing how the previous questions for asked. I noticed previous questions talking about transaction jobs like the chapter talks about. If the city has transaction jobs in the past then it wsa possible that it was using a Transaction Processing System but as for the city trying to better themselves as an entity I would have to say that it is using the enterprise system. The city's new information system and processing of things the city needs to get done and their complaints falls under new enterprise for the city, always venturing to find something new and better to improve the city. I am sure there are many other systems all including in these processes that we talked about for San Francisco. I believe that these are a couple of the systems that the city uses to better themselves and a city that large definitely needs those systems to function smoothly.