New Jersey Office of IT creates customer relationship management unit

The New Jersey Office of Information Technology recently created a customer relationship management unit, designed to be technically responsive and customer-focused for all state agencies.

The CRM unit's goal is to maintain strong relationships with state agencies to ensure that they have the IT resources necessary to deliver services to New Jersey residents, said Doris Wood, director of CRM.

"The idea for the program came out of a strategic planning effort," Wood said. "We looked at where our organization wants to be in three years and how we could get there. Being more customer-centric was definitely one of them."

Training and internal communications will serve as the foundation to the new customer service initiative. The customer relationship managers will work with the individual agencies to identify mutual expectations and responsibilities. Informal meetings began with agencies late last year, but the official launch of the program began this month, Wood said.

"So far, it's been very well received," Wood said. "Our customers are our No. 1 priority, and [I think] the people in the agencies feel very positively about the attention to their business needs."

The managers, all senior-level staff members, will also be involved in strategic planning efforts within the state's Office of IT and throughout state agencies to help the organization plan for the future and assist its clients in delivering services.