Crm for San Francisco’s City Government

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1- How did the DTIS CRM team change the business process for dealing with abandoned vehicles in San Francisco? How did the old business process work, and what kinds of problems arose? Why was it necessary to change the business process before developing new CRM system?

The city of San Francisco Abandon vehicles Detail Unit is a detached set of officers that

handle abandon vehicle complaints after the vehicle has been abandon for 72 hours. Once the

unit receives a complaint of an abandon vehicle, they respond to the scene and mark the

vehicle, advising the owner that the vehicle will be towed if it is not removed in a certain amount

of time. The initial way of conducting business was that the complainant would call the city and

the telephone automatic system would prompt the complainant to navigate through the different

departments until they had reached the Abandon Vehicles Detail Unit. In some cases, the

complainant would be able to speak with a live dispatcher, in other cases, the complainant would

get an answering machine advising them to leave a message stating their compliant. Those citizens that were able to reach a live dispatcher, their complaints were taken and hand written on a log, and assigned to someone from the Abandon Vehicles Unit. The complainant’s that were prompted to leave a message basically left a message not knowing if they had left their complaint on the appropriate answering service of the correct department.

This system really didn’t provide any accountability because there was no way of

tracking complaints and making sure that every compliant was addressed. Another issue

experienced is that on several occasions, they would get multiple complaints about the same

vehicles, which resulted in more than one employee from the unit being sent out to address the

same compliant. They had no system in place that allowed them to share information about

complaints that had already