Home Uncategorized Designing a CRM System for monitoring client experience & service outcomes in Bushfire Recovery

Designing a CRM System for monitoring client experience & service outcomes in Bushfire Recovery

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Designing a CRM System for monitoring client experience & service outcomes in Bushfire Recovery

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Presented by Christine Samuel, Department of Premier and Cabinet, Victoria

Bushfire Recovery Victoria (BRV) was established as a permanent agency in January 2020 to coordinate the Victorian Government’s bushfire recovery efforts in East Gippsland and North East Victoria. A Customer Relationship Management (CRM) System with a client intake and referral module was deployed in BRV’s Community Recovery Hubs (Hubs) to support the Hubs’ operations and client interactions. The CRM will be scaled up over time to meet more of BRV’s business needs and to provide clients a seamless service experience. This presentation will provide high level insights and lessons from BRV, providing an opportunity to reflect on how organisations can use CRMs to draw insights about client and service outcomes.

Christine Samuel is an Acting Principal Policy Officer in the Outcomes and Evidence Branch at the Department of Premier and Cabinet, Victoria and has worked on the outcomes and evidence reforms currently underway across the Victorian Public Service. She is passionate about using evaluation as an approach to strengthen how government departments generate and use evidence to improve the effectiveness of public policies.

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