The popularity of smart phones and social networks has changed the way we communicate with friends, family, companies, and even government entities. In Colorado, when citizens, businesses, and local agencies want to engage with their government via online channels, the state makes sure they get to the right contact quickly and easily. “We’re moving the government to where the citizens are, rather than forcing them to come find us,” says Meghan Stinton, Communications & Customer Manager of Colorado’s Statewide Internet Portal Authority (SIPA), a technology aggregator for local governments. and state agencies.
SIPA first used Sales Cloud when they needed a way to track hundreds of internal customers. As a quasi-government agency, SIPA is managed like a private company but services only government entities in the state. SIPA delivers more than 500 websites and payment processing to both the state and local governments. They use Service Cloud to manage their entire business and help desk ticketing for whatever technology issues their customers might have./p>
Today, Colorado uses Salesforce to deliver online access to all levels of government. Citizens and agencies can submit requests to www.colorado.gov from their desktops, smartphones, or tablets. The governor’s office, for example, has doubled the number of requests it processes each month, without anything falling through the cracks. “We have more time now for higher-touch relationships,” says Stinton.
In the past, SIPA had multiple custom applications for things such as economic development, tourism, and job creation that needed to be updated constantly. With Salesforce Platform, apps that would have taken six months to implement now take six weeks. “Salesforce can adapt and morph itself to fulfill our every need,” says Stinton. “Even in a budget environment, we have a powerful speed of prototyping and production.” The agency even resells the apps it develops to help local businesses succeed.
Today, everything from adjudication for unemployment claims to eligibility for state benefits is run on apps developed with Salesforce Platform. And with more than 25,000 new Force.com seats approved this year, the state expects to build scores of new applications built on the platform.
Colorado’s Office of Economic Development and Trade (OEDIT) took note of SIPA’s increased efficiency and tapped Sales Cloud to manage incoming leads as part of their efforts to attract domestic and international business to Colorado. “With Salesforce, we’re showing the world that Colorado is a great place to do business,” says Stinton.