Here specifically is the part on the State of Colorado Office of Information Technology point of view
Treating Citizens Like Customers in Colorado
As a private sector technology executive, Kristin Russell [note: recently outgoing CIO] watched companies become adept at tracking customers from one division to the next and learning everything they could about them along the way.
When a warranty expired, a product was recalled or a superior product came out, they knew just who to contact. And they knew the best way to contact them.
When Russell became Colorado’s chief information officer, she saw something different. State agencies weren’t competing with anyone, so they had little incentive to offer great customer service.
This wasn’t just bad for citizens. It was costly for government too. One agency spent $4 million annually on postage. If citizens could opt for email-only contacts statewide, that figure could be reduced significantly, Russell says.
Russell and Colorado’s Chief Technology Officer Sherri Hammons started planning for a governmentwide customer relations management system that could recognize citizens from one agency to the next, save their addresses and personal information, and alert them to services they might qualify for.
An early version, called PEAK, offers a unified portal for medical, welfare and child support services and links to the state’s new online health insurance marketplace. Russell hopes to expand the PEAK concept across Colorado’s 22 agencies so citizens can interact with government once and be done.
Xentity is excited to be supported both the SLG initiative and a service provider for the OIT in support of moving to IT in the state to a customer oriented set of services as part of the Xentity’s recent award of IT IDIQ from State of Colorado.