eReact is a Citizen Relationship Management Tool. eReact is a people tool designed for a better government.

INTRODUCTION

In Mobile, Alabama the e-government transformation began in 1989 when Mayor Michael C. Dow ran on a platform of easier access to government services. When Mayor Dow took office he made customer services the number one priority of his senior staff by immediately focusing his staff on the day to day problems associated with the delivery of government services. The City of Mobile adopted a “One Call to City Hall” philosophy. This strategic initiative was designed to improve the City’s non emergency customer services operations.

At the center of this e-government transformation and the “One Call to City Hall approach is a software system called e-React; which capture’s any type of citizen complaint, service request, information request, or directory assistant and ties the information to Mobile’s geographic information system (GIS). The e-React system captures information from a citizen and records, tracks, monitor the status of a citizens call to city hall for any type of request. The e-React system has a reporting capability module that can provide the Mayor and his staff with the status of resolving government services. The e-react system is also used to provide value information for the day-to-day management, workflow and allocate resources more effectively.

BACKGROUND
The demand for improved government customer services has increased significantly over the 10 years. Citizens, business, visitors and employees now demand that their elected officials provide a more responsive, accountable and cost effective government. They now want 24x7 access to government services through multiple channels (i.e., web, phone, fax, e-mail). They want accurate and timely intelligence shared by all parties for the rapid deployment of government resources. They hold their government officials accountable and demand follow-up, status reports and assessment of their request for government services.

ABSS Solutions, Inc. understand the challenges with the state and local customer service delivery model:

• Inconsistent customer service standards
• Callers repeatedly transferred between agencies
• Multiple calls for single problem due to slow service response
• Employees calling to request information and generate service request
• Citizens and business partners calling to request information or services that can be conducted via internet or from else where
• No integrated information system
• No integrated, coordinated, multi-agency service request
• No real time work order management system