Continuing with my thoughts on Frank E. Watkins article “Technology, The Internet And Progressive Politics,” in this post I will look at what kind of systems/software/services are out there to help transform the wait-in-line-and-fill-out-this-and-that-paper-government into an e-government.

Let’s start across ‘the pond.’ Over in the UK they are implementing a National CRM Programme.

The CRM National Programme [gives local] councils access to a portfolio of more than 40 tried and tested support, advice and guidance products including templates, best practice frameworks, standards and case studies. These products have been created by councils for councils, and guide a local authority through the CRM journey.

Their press release notes:

CRM improves services to citizens, from quicker and more efficient responses to enquiries, through to better information and experiences of interacting with the local authority. It helps councils because it is a change enabler and will help the local authority to become more open, accountable, inclusive and better able to lead their communities in an informed and cohesive way.

They have even established a CRM Academy that will “provide everything from guidance on choosing which technical and integration systems to consider, to advice on persuading elected Members and senior officers to invest in CRM.”

The E.U. is also pouring money into e-government. They have a website that details the EU’s focus on research and development of e-government, why it is important, and what it can do for democracy there. The site also has links and references to outside research. You should really check it out!

While here in the U.S., there may not be a coherent national movement to get our government online, there are some e-government options available. Onyx Software has released a package called ‘CitiServe‘ which

provides a web application with which contact center employees can view comprehensive citizen and property information on one page; view a full log of citizen interactions, create service requests and assign tasks to other departments or employees. Employees can utilize robust scripting and workflow features to deliver a consistent high-level of service and track service requests through resolution.

Onyx also belongs to a collaboration with Unisys and Microsoft known as ‘Government CRM Solutions‘ which is working to provide better technologies for e-government.

The U.S. also has the Public Technology Institute (PTI), a national non-profit organization whose mission is “to bring the benefits of technology to local governments.” The orgranization conducts research and evaluations on new technologies, conducts forums and trainings, and publishes its findings for local governments. For a list of services PTI performs, click here.

The U.S. may be behind in the e-Race, but everyone loves an underdog!