From: Department of Consumer and Regulatory Affairs

Sent: Thursday, February 21, 2019 3:37 PM
Subject: Introducing Our On-Demand Customer Relationship Management

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Introducing Our On-Demand
Customer Relationship Management

We're here for you!

The Department of Consumer and Regulatory Affairs (DCRA) is excited to launch our pilot On-Demand Customer Relationship Management (CRM) and our new Account Management Team. The CRM will help us streamline the way we respond to customer inquiries and ensure we do it in a timely manner.

Regardless of how you contact DCRA (web, social media, phone, and email), our CRM provides you with a single point of contact and assistance with permitting, licensing, inspections, investigations, and enforcement. The process is powered by a system designed to receive, assign, track, prioritize, and resolve your inquiries and provide our staff with key information to assist you. Please refer to our product sheet for more information.

Our Account Management Team will handle escalated customer service issues for strategic accounts. The team includes: Inez Saki-Tay (Community Outreach Specialist), Anthony Diallo (Community Outreach Specialist), Jill Byrd (Special Assistant), Keith Slade (Program Analyst and Emergency Manager), Rohan Reid (Zoning Program Analyst), Nicole Rogers (Permit Center Supervisor), and Michael Brown (Supervisory Green Building Reviewer).

We look forward to partnering with you as we work to put in place solutions and processes to better assist you, our customers. For more information, please visit dcra.dc.gov/crm.

If you have any questions regarding this communication, please contact DCRA's Communications Department at DCRACommTeam@dc.gov. DCRA actively uses feedback to improve our delivery and services; please take a minute to share your feedback on how we performed in our last engagement.