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Information systems and organisational issues

Information systems and organisational issues

Information systems and organisational issues

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4. How has the system installed by DTIS helped integrateinformation among city agencies? What difference wouldthis make for customer service?• Integration. The key to the effectiveness of CRM <strong>systems</strong> is a"single point of contact" philosophy.• This is directly opposite of the prevailing "silo" mentality whichpervades both business <strong>and</strong> government. For CRM, there is onedatabase, one record, <strong>and</strong> a single call facility where customerscan5. Considering the types of information <strong>systems</strong> discussedin the lecture, what type of system is this? How would youcharacterize this system?• This is an enterprise wide (in this case city government wide)system.• Citizens call in with requests for service to a central call center.This results in a "ticket" or record of the call being place in thedatabase. Other call reps, <strong>and</strong> employees at other departmentscan access this data base on a city Intranet.• You can think of this system as being able to support transactions(TPS), develop reports (MIS), aid in real‐time decision making(DSS), <strong>and</strong> also prepare high level activity reports for seniormanagers (ESS). So it's one enterprise system with tremendouscapabilities that actually replaces what in the past would havebeen a multitude of <strong>systems</strong>.57 © Prentice Hall 2011 3-5758 © Prentice Hall 2011 3-58

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