Automated CRM facilitation for agency data contacts*

adborden commented 5 years ago

Feature/what we're after

As an agency data contact, I want to receive customer support requests for my agency's datasets integrated with my existing CRM workflow so that requests all the information I need, are routed appropriately, and I can quickly respond to requests with high degree of customer service.

Anticipated/hypothesized benefits

[benefit A]
[benefit B]

Measurements/metrics

[description of a thing that can be monitored or tested to measure and validate when the outcome has been achieved]

References/background

CRM as it exists, is no longer being used. We want a blue sky re-design of the project. Generally, the system should...

Work for the Data.gov use case
Have light integration into the agency's existing workflows
Emulate our transparent and open government principles

Action Items

[ ] Review and update our Digital Identity Acceptance Statement and IAL
[ ] Schedule demo/overview of other solutions in office, e.g. ZenDesk
[ ] Review other CRM-like comms channels and workflows, e.g. review all of our GSA Google Groups

adborden commented 3 years ago

Switched to the Feature template.

Just adding a note here that adding a CRM would bring PII back into the Data.gov system and might require us to reevaluate our Identity Assurance Level, and any relevant controls.

hkdctol commented 2 years ago

Entered into GitHub projects https://github.com/orgs/GSA/projects/11/views/4 but could not add #1127

GSA / data.gov