Hansen CSM

True “citizen-centric” service for public sector organizations.

Citizens are demanding a greater level of customer service from government, including 24x7 access to services. The effort to increase service levels has led governments to capitalize upon multiple channels of communication, including centralized call centers, the Internet, faxes, email, interactive voice response, and self-service kiosks.

Customer service management (CSM) solutions must be able to aggregate your multiple communication channels and offer complete back-office integration to manage all citizens' requests.

Infor™ Public Sector Essentials' Hansen CSM is a true citizen-based CSM solution for the public sector. We listened to our customers, so we understand the differences between public sector and private sector customer service organizations. Our extensive knowledge of government operations supplied the foundation for Hansen CSM. We provide you with tools that specifically serve citizens, eliminating the need to modify a solution developed for private industry—and resulting in quicker time to value.

The Hansen CSM solution helps public sector organizations:

• Create a single version of the "message" for all information provided to citizens.
• Input, manage, and report on all contact with citizens and the status of their requests.
• Provide operators with direct access to all information a citizen is likely to request, from a single system through integration with other Hansen modules.
• Provide timely and accurate information to citizens.
• Move contact with citizens from "in line" to "online."
  

Hansen CSM meets the volume and complexities of any type of service request, whether it's a customer complaint, license renewal, permit application, utility bill question, property tax bill payment, work crew dispatch, parade date application, or just a request for information. Leading municipalities use the Hansen CSM solution to consolidate and manage multiple citizen communication channels with a single, open database engine.

Hansen CSM is built specifically for the needs of public sector service organizations, not those of the private sector. The solution offers complete back-office integration, quicker time to value, and increased return on investment for more than 100 organizations worldwide.

No other solutions provider offers a more comprehensive line of government agency-specific software solutions than Infor Public Sector.

For more information about our products, visit us at www.hansen.com.