Providing high quality service to tribal members is a key priority for nearly all tribal governments. When we think about high quality service, our first thought often goes to the types of services offered. But in the modern digital age where we can get quick responses to questions, requests, and other customer service offerings, tribes are starting to place a greater emphasis on how services are offered to members, not just what services are offered. This requires taking a customer service approach to engaging with your tribal members.
Consider the following very common example of communication with a tribal member (TM):
Does this sound familiar to your organization? As the Tribal Solution Manager for Arctic IT, I have had numerous conversations regarding the headaches caused by de-centralized tribal member data. Many times, each department/program has its own spreadsheet or database with a different address and key member information. This not only impacts operational efficiency, but has a large impact on the relationship between a tribe and its membership.
The question becomes, what can be done? Centralizing tribal member information sounds great, but what about the sensitive information unique to each department? The answer is using a system with the proper security platform. Software like Tribal Platforms by Arctic IT can be implemented allowing shared access and updating to information needed by all departments, but also securing confidential information needed only for a single program/department.
Can you imagine always having the current address for your members? How about a centralized electronic service request that can be routed to the proper programs so your members don’t have jump around to get the service they need? Wouldn’t it be helpful for the ICWA department to be able to see how the children are doing in school? How much better would relationships be between members and tribal leadership?
It’s time to start improving customer service for your members, and Arctic IT is here to help.