The Nelson A. Rockefeller Center for Public Policy and the Social Sciences

New Hampshire State Government Customer Relationships Mapping

Developing an Efficient, Innovative, Customer-Driven Approach to Connect the State and its 'Customers
PRS Briefs
PRS Policy Brief 1314-04
April 18, 2014
David
Eads
'14
Edgar
Sandoval
'14
Lorelei
Yang
'15
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Executive Summary

In the state of New Hampshire, services across all sectors are currently a convoluted tangle. In many areas, a citizen in need of assistance will need to access services across too broad a range of divisions; likewise, a business owner or entrepreneur will often face a confusing matrix of various state agencies that he or she has to deal with in order to get a business off the ground. With this in mind, we look at Customer Relationship Management (CRM)—in this report, we explain what CRM is, discuss its most basic applications to social services, elderly citizens’ services, and business services in New Hampshire, and assess CRM’s potential applications across New Hampshire’s state agencies.

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The Nelson A. Rockefeller Center for Public Policy and the Social Sciences