Customer relationship management (CRM) software is widely used worldwide to increase sales and better manage customer interactions. In the public sector, CRM systems can manage how government agencies interact with constituents. This type of software can also be utilized to maintain transparency, manage data, and comply with regulations.
While the biggest market for CRM software is for the private sector, there are also a lot of great CRM options for government agencies. A good CRM system should make a government agency more efficient through data management, request management, workflow automation, and reporting. We have put together a list of some of the best government CRM software available to help you pick a system that will work well for your agency.
Based in Delaware, Inclind works with government agencies of all sizes throughout the United States. We offer a full suite of website design and development services, including website design, redesign, support and maintenance, and custom integrations. If you’d like to learn more about how we can help your government agency integrate CRM software into your website, reach out to talk to a member of our team.
The Value of CRM Software
Customer Relationship Management (CRM) is a type of technology that can manage an entity’s interactions with constituents, customers, and the general public. Typically, someone refers to CRM as a software system that can generate leads, manage contacts, and boost productivity.
Like many other technology products, CRM software was created to help businesses become more profitable. In the corporate world, CRM software can be used to provide more optimized customer service, retain customers, and analyze customer behavior to increase sales. For example, CRM software can track customer queries about a particular product and then prompt the sales department to send targeted emails about that product to customers who have expressed interest in it.
Government agencies can also use CRM software to complete their work better and achieve their goals. While they may not be trying to make sales, their success is often defined by how well they serve citizens and achieve certain targets. A CRM system can streamline specific processes and provide insights. For example, if your government agency responds to citizen requests—such as requests to repair potholes for a local government agency—the software could track the requests and automatically notify constituents when they are completed.
A good CRM software program for a government agency will have some features that you may not find on a corporate CRM system - or that have been tweaked for government use. This may include:
- Case and service request management to track and manage cases and requests from constituents
- Citizen data management to store and manage information about constituents, such as contact details and interaction history
- Workflow automation to improve efficiency and reduce errors through automation of routine tasks
- Security and compliance to meet the applicable regulations
- Analytics and reporting to offer insights into operational performance and service delivery
Any software program you choose should also be able to integrate with other technologies your agency uses, such as communication platforms and financial processing software. Inclind can build a custom integration to ensure your CRM software works well with your website and other technology.
Best CRMs for Government Agencies
A CRM system can be a valuable tool for government agencies. It can streamline many processes and help your agency provide better service and value to citizens. Below, we discuss some of the top CRMs that are specifically geared toward government use.
Keep in mind that the specific CRM that you choose will depend on a number of different factors. This includes your agency’s size, scope, and particular needs. For example, suppose you run a public works department for a small town. In that case, you probably won’t need a more expensive enterprise software to manage service requests for things like leaf collection from your citizens - but a less costly solution could work for the town government as a whole. If you run a large state agency that manages a lot of constituent requests and funding, then you may need more capabilities.
Similarly, the type of data your agency handles will impact the CRM you choose. If you collect and manage sensitive data—like Social Security Numbers—you will want to ensure that your CRM complies with all government security standards. Other factors to consider include whether the software can integrate with existing agency systems, the experience of anticipated users (i.e., can they handle learning a more complicated system?), budget, and whether the software company offers comprehensive support and training. Inclind can work with you to help pick CRM software for your government agency and build a custom integration to ensure that it works smoothly with your agency’s technology. We can even provide ongoing support and maintenance.
Salesforce Government Cloud
Salesforce Government Cloud is a comprehensive CRM platform for government agencies. It is flexible and secure, with features like case management, data management, and workflow automation. It also meets government security standards like FedRAMP and DoD IL4. This product can also be easily integrated with other government systems and third-party applications.
Pros
- Robust data security and compliance with government regulations.
- Integration capabilities with various government systems.
Cons
- Pricing may be higher compared to other solutions.
- Complexity might require dedicated training for staff.
Granicus
Granicus is a CRM platform focused on engagement and communication with the public. It offers tools for managing communication, including social media, SMS, and email, and features for organizing public records, government events, and meetings. Like other CRMs, it also offers analytics and reporting, with a heavier emphasis on communication effectiveness.
Pros
- Robust email marketing tools and advanced analytics.
- Seamless integration with other government systems.
Cons
- May be more difficult to scale for larger agencies.
- Lacks some advanced features found in other CRMs.
Oracle Public Sector CRM
Oracle Public Sector CRM offers comprehensive tools for managing interactions with constituents and tracking and resolving service requests and cases. The product incorporates data protection to ensure compliance with government security regulations. It can also be readily integrated with other Oracle products to provide detailed analytics on service performance and citizen engagement.
Pros
- Strong data management and analytics capabilities.
- Very customizable to meet specific government requirements.
Cons
- Implementation can be complex and time-consuming.
- May require significant IT resources for maintenance.
Microsoft 365 Dynamics for Government
Microsoft 365 Dynamics for Government is a special CRM offering from Microsoft that is only available to federal, state, and local government agencies in the United States. It has a number of great features, including integrated citizen and service data that combines constituent data with service request management. It also has tools for financial and compliance management, process automation, security, and analytics. For government agencies already using Microsoft products, it integrates easily with tools like Office 365 and Azure.
Pros
- Integration with other Microsoft products enhances productivity.
- Advanced analytics and reporting capabilities.
- Strong security and compliance features.
Cons
- Customization may require additional development resources.
- Licensing structure can be complex to navigate.
CivicPlus
CivicPlus is a CRM option that focuses more heavily on local government. This product—part of a suite of solutions—focuses on improving constituent engagement and communication. Its main features include service request management, communications, events, and feedback tools, analytics and reporting, and seamless integration. If your agency is mainly concerned with getting citizens more active and involved, CivicPlus is a good choice.
Pros
- User-friendly interface with customizable workflows.
- Focus on community engagement and communication.
Cons
- May not offer the same depth of features as larger CRMs.
- Limited scalability for larger government entities.
OpenGov
OpenGov is a cloud-based CRM specifically for government agencies. It offers solutions for budgeting and reporting, citizen engagement, analytics and data visualization, and financial system integration. These tools allow citizens to access information and provide feedback and for government employees to work more efficiently. This software can help a government agency use data to make optimal decisions, improve financial transparency and accountability, and enhance citizen access to government information and services.
Pros
- Strong focus on budgeting and financial management.
- User-friendly dashboards and reporting tools.
Cons
- Primarily focused on financial aspects, lacks some broader CRM features.
- Integration with other systems may require more additional effort.
Accela
Accela is a CRM that emphasizes improving service delivery and constituent engagement. It offers some tools that other CRMs may lack, such as permitting and license management. It also includes many standard features, such as workflow automation, mobile access, and citizen request management. If you run an agency that handles a lot of permits, licenses, and service requests, then Accela can be a great CRM choice.
Pros
- Specializes in permitting, licensing, and code enforcement.
- Cloud-based platform offers flexibility and scalability.
Cons
- Platform support response times can be slow.
- Customization options may be limited without additional development.
Contact Inclind for a Custom CRM Integration
Government agencies are not typically known for being efficient. Yet with the right software, that can change. CRM software can ensure that your government agency responds to constituents promptly, resolves requests, and achieves its mission.
Inclind works with government agencies of all sizes, helping them navigate the often daunting world of website design and development. We understand the unique requirements that government agencies have, such as accessibility for all users and secure storage and use of data. We can help your government agency become more streamlined and efficient through a custom integration with the latest in CRM technology.
We're available to talk if you’d like to learn more about our web services for government agencies. You can fill out our online contact form or hit the live chat button to talk to one of our experts about your website.