Government CRM needs differ from those of businesses in that they must serve the general public at large and not just high–paying customers. Government and public sector agencies need to serve everyone, and they don’t have the luxury of overlooking disgruntled constituents. Not only that, they have to be accountable. Government agencies are also businesses with strict budgets and big bosses. Government agencies must be able to easily interface with other agencies, including local, state, and federal systems. A CRM tool needs to be able to adequately integrate with existing government systems and enhance them.
Government processes such as permitting and licensing benefit from a good CRM tool because approval times are shortened and many steps of the process can be self–service. Government agencies have the extra responsibility of maintaining strong relationships with constituents, partners, recruits, lawmakers, and other government agencies. Local government CRM software must also maintain internal memory and provide public access to data records. This requires extra security, memory, and user–friendly interfaces. Government CRM systems must have a high degree of interoperability to maintain efficiency across agencies.