The desired result is similar to what brand managers and customer service teams have been chasing since the advent of social media. In the case of the government, agency personnel would use the Salesforce social listening tool to learn about citizens' grievances with various government services and what applications they are using, with the ultimate goal of narrowing the gap between government and the public, and making the former more accountable to the latter.
"That's going to fundamentally change the relationship between citizens and their government," Kundra says.
Bringing a Mobile App Platform to the Public Sector
Another new offering from Salesforce comes in the form of a development platform for mobile applications. Kundra explains that the Salesforce Platform Mobile Services for Government enables public-sector IT departments to quickly assemble and deploy applications that can push data out to all types of devices, helping ease the need for mobile development specialists, which are in short supply at many government agencies.
"Why can't we deploy apps at the speed of thought?" says Kundra. "This platform, centered around mobile, is going to disrupt how mobile technologies are deployed across the public sector."
On the collaboration side, Salesforce is rolling out a product it calls Mobile Communities for Government, which provides for the set-up of secure social communication platforms for select inter-agency personnel and partners to set up profiles, receive feeds and share intelligence on trending topics, among other features.
The final of Salesforce's new offerings is the Rapid Response 311 app, which, based on the company's existing Service Cloud customer service app, aims to speed resolution of citizen issues reported through the 311 channel. The 311 app offers a unified case-management feature that delivers a holistic view of all relevant information related to a case from phone calls, emails, the Web and social media.
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