Software helps agencies get it RightNow

RightNow Technologies today released a new version of the company's customer relationship management software aimed at helping federal agencies provide better levels of service and support.

The RightNow Federal Government software incorporates federal best practices and reports developed by the Citizen Service Levels Interagency Committee (CSLIC). Created by the General Services Administration two years ago to help the federal government become more citizen-centric, CSLIC identified standards and metrics for measuring citizen support effectiveness.

The interagency committee presented a report to the federal community in October 2005 that contains 37 standards, 18 guidelines and 18 recommendations, which agencies should use as they serve citizens at their call centers, contact centers and field offices. To date, 35 agencies and major bureaus have participated in CSLIC.

The RightNow software covers many CSLIC recommendations, including customized reporting tools and surveys. RightNow Federal Government also includes other features such as government-specific terminology, pre-configured workflow processes, government profiles and a Freedom of Information Act interface to help agencies quickly deploy the RightNow solution.

The new capabilities will help agencies deploy the company's CRM software a lot faster, said David Vap, vice president of product management with RightNow.

The Bozeman, Mont.-based company provides an on-demand software model in which it hosts and manages applications for companies. Users can also deploy and manage RightNow CRM solutions on their own premises.

RightNow Technologies provides software and services to 125 government agencies, including the Army Corps of Engineers, Department of Education, Department of Veterans Affairs, National Security Agency and U.S. Census Bureau.

About the Author

Rutrell Yasin is is a freelance technology writer for GCN.


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