Government

New economic stimulus programs are placing added pressures on government agencies to be more accountable and transparent in their actions. At the same time, government agencies are faced with more limited public funding and requirements and have to show greater accountability in managing these limited resources. ERT Group customizable solutions address some of the most pressing needs, ERT Group provides tools for government organizations to be more effective in their services and have greater accountability, transparency, and efficiency in a hurry all delivered with a low total cost of ownership.

ERT Group solutions helps reduce complexity and expenses while helping your agency to better track people, places, and processes in a faster, more economical manner. You can swiftly develop and deploy customized solutions targeted not only to your agency’s mission and line of business needs but also to meet the government’s strict standards for compliance.

ERT Group helps state and local government and federal agencies serve citizens and businesses more effectively. Our solutions help your organization deliver timely, high-quality service that focuses on citizens’ needs, automate processes to improve efficiency and reduce costs and use technology to support collaboration and decision making across departments and agencies.

ERT Group can customize and deliver the solutions your agency needs on-premise or as a hosted service, through the implementation of our solutions, you can improve your day-to-day effectiveness significantly, here is how:

Business Intelligence
ERT Group lets your agency gain access to real-time information and analysis, government agencies or organizations can use CRM tools to identify trends, evaluate citizen interactions with departments and agencies, and create strategies to enhance service and—at the same time—reduce costs.

Case Management
Social service agencies and related organizations are faced with growing caseloads and shrinking budgets. Microsoft Dynamics CRM case management tools help your agency increase its efficiency and reduce costs with streamlined processes and greater access to your critical data—all in one place.

Contact Center/311
Improve citizens’ ability to contact your agency—and your agency’s response time—with the Microsoft Dynamics CRM Contact Center/311 solution for call center, routing, and CRM integration. The faster your response, the greater value your agency can deliver to the communities you serve.

The Microsoft Dynamics CRM Contact Center/311 solution provides the tools needed to effectively respond to agency contact center requests, including:

• Phone inquiry: An interactive voice response (IVR) system guides callers through a series of electronic voice prompts and electronic voice recognition to resolve their issue. Subsequently, the call can be routed to a contact center representative who, by reviewing the citizen’s data in a pop-up window, can promptly resume the call from where the IVR left off.
• Incoming e-mail request: Knowledge workers who receive e-mail inquiries can, within Microsoft Office Outlook, update the record with new information and easily review prior contact records. This provides a relevant case history and requires only a single user interface.
• Web request: Virtual Earth mapping helps to pinpoint location issues and service areas. Citizens can log on to a self-service Web portal to view the status of open cases and search a vast knowledge base of government information—without agent assistance.
• Reporting dashboard: By sorting and reporting incidents by contact type (Web, phone, or e-mail), case type, case severity, and other related customer account information, contact center management can help ensure that the most cost effective and timely service is provided to citizens.

Constituent Management
Managing your constituents’ interactions with your organization is critical to your effectiveness. Because Microsoft Dynamics CRM looks and acts like an extension of Microsoft Office Outlook, your employees will find it easy to use, so they can respond quickly to citizen needs.

Field Inspection
ERT Group Microsoft Dynamics CRM helps personnel work from almost anywhere with highly secure access to constituent data and case management capabilities. They can gather site information, including photography, and resolve issues quickly with a history of an individual’s agency interactions.

Funds Management
Federal, state, and local agencies and educational institutions can simplify funds management—from acquisition to expenditure—with the Microsoft Stimulus360 solution. By manipulating data from various sources in a highly secure environment, it’s easier to analyze the results of funded programs.

Grants Management
Today, many government agencies find it challenging to manage the approval, distribution, and tracking of grants with fewer personnel and limited resources. With Microsoft Dynamics CRM, however, you can streamline your grant management tasks to stay on time and within budget.

Personnel Management
Because your employees put your organization’s mission into action, effective personnel management is vital to your success. Microsoft Dynamics CRM helps ensure that your staff have the training and support they need, and that your organization’s human resources are efficiently deployed.

Task Management
ERT Group solutions offer both a powerful and flexible way to manage tasks and processes. At a time when managing government operations is more complex than ever, Microsoft Dynamics CRM gives you the ability to manage diverse tasks with fewer resources in less time.

ERT Group Solutions Benefits:

Increase efficiency and effectiveness

• Gain real-time insight into organizational information and metrics for better decision-making.
• Streamline and automate critical processes to free up time for value-added work.
• Integrate data and streamline information flow across different systems, departments, and agencies for greater collaboration.
• Obtain regulatory compliance through accurate fund and account management.

Effectively manage your most valuable asset—people

• Simplify the management of employee data, payroll, benefits, and performance.
• Comply with employment-eligibility and injury-reporting requirements.
• Provide employees with security-enhanced Web access to human resources (HR) and payroll data.

Increase citizen satisfaction

• Gain a holistic view of citizen interactions across multiple communication channels.
• Improve response to citizen requests with centralized databases and automated follow-up tools.
• Enable one-stop citizen self-service through Web portals.
• Increase ability to analyze service trends and respond quickly to changing constituent needs.
• Conduct targeted community outreach with comprehensive communications tools.