Hi,
I have to design SAP CRM Solution for government bodies and for that i have some ideas but m new with public sector scenarios so i am asking experts to please provide your guidance and inputs..I have to configure grievance and redressal solution through which citizen can register there complaint relating to any government department be it street light,pot holes,water,stray animal anything and it has to have reach for rural audiance as well so we are going for telephonic,online form and sms option
whether case management would be a viable option or complaint..my inclination is towards case management as the complaint needs to be tracked & would move from various hierarchy levels for processing as well approval.
please share your insights...
Thanks,
Nitin