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Industry Overview - Government
Nowhere has the adoption of SharePoint been more pervasive than within government agencies and departments at every level.
Knowing the charter of government organizations and the challenges they face
it is understandable that:
- Organizations must collaborate across agency (and in some cases international) boundaries
- Radically slashed budgets have prompted a shift away from expensive, legacy platforms
- Microsoft Office is the enterprise standard for desktop productivity
- To present an integrated view from legacy systems, a common presentation layer is needed
- SharePoint promises to provide powerful functions
- from ECM to workflow - out of the box
To show increased service to the citizen in a cost-effective manner, government agencies are turning to SharePoint as a foundation. To derive the full value of SharePoint and deploy real applications without programming, hundreds of these same government users have also turned to Bamboo Solutions, making it the number one provider of SharePoint components to the government market.
Solutions Brief - Automated Issue Response and Tracking
Many civilian and defense organizations are required to field questions and issues in a timely fashion. In the past, these processes have been loosely managed using phone and email as the primary tools. As the number of requestors and the amount of information explodes and the criticality and timeliness of resolution increases, traditional ad hoc processes cannot keep up. The next generation of automated tracking/tasker processes have been custom coded on legacy platforms and (more recently) on SharePoint but development and maintenance is prohibitively expensive. To support the full range of government needs, Bamboo Solutions offers a cost-effective SharePoint-based alternative. With a handful of Bamboo components, a government agency or department can deploy a solution that satisfies the mandate for
"self-service" to reduce human interaction and cost while effectively managing and tracking exception handling. Such a solution can even be configured by non-technical staff in a few days or less. The key component in the solution is Bamboo's Knowledge Base Accelerator (KBA) which manages information used to answer commonly-asked questions such as
"which forms do I need to submit to receive a particular benefit?" Not only does KBA allow useful information to be published and managed, it tracks which questions get asked and answered (automatically) so staff can continuously refine the agency knowledge base, making it smarter. All of the metrics used to measure the effectiveness of KBA can be graphed and displayed in color. If KBA can't answer a question directly, it can launch a workflow process via Bamboo's Conductor application. This workflow can route the question to one or more experts and provide continuous alerting to make sure the issue gets the attention it deserves. Most importantly, Conductor can produce reports and charting to show the status of pending responses and potential bottlenecks. Since Bamboo's components are designed to work together, a custom management dashboard can be quickly created (without programming) to integrate data from KBA and
Workflow Conductor to demonstrate the savings and efficiency of the Automated Issue Response and Tracking system. Not only does Bamboo Solutions help government executives effect cost savings and process improvement, it helps them prove it.
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