V.3: Virtual CommerceConnect

Streamline access to government services and solutions in order to aid American businesses

Other Information:

Businesses and entrepreneurs need federal partners who understand their requirements and can provide them with efficient access to the full spectrum of government resources as they strive to succeed, and to maintain and create jobs. This is particularly true in times of economic crisis and recovery. The burden should not be on businesses and entrepreneurs to determine how the government can help them. Instead, government should reach out to them – understanding their needs and delivering appropriate services and solutions. To demonstrate this, Commerce Secretary Locke has established CommerceConnect, an initiative designed to streamline access to government services and solutions in order to aid American businesses. Commerce is leading this initiative to integrate grant programs, partnership efforts, and other business-related services by undertaking pilot project in Michigan. The primary goal is to provide a “one-stop shop” for information, counseling, and access to the breadth of services that can help a business transform itself into a viable and competitive enterprise. Currently in the first phase of a multi-phase pilot, a cadre of case managers is developing its knowledge base of all programs and services available through Commerce. They are interacting with a select group of businesses that are willing to help refine the process of client engagement and develop a method to evaluate results. Commerce’s on-the-ground experts are responsible for assessing a business’ needs and connecting it with the most relevant services – services that could involve addressing infrastructure needs, improving operational efficiency, gaining access to capital, adopting innovation, protecting intellectual property, commercializing technology, or engaging in foreign trade. An integral part of the pilot’s first phase is identifying and recruiting resource coordinators, who have broad, expert knowledge of Commerce programs and services. These coordinators will work in tandem with the case managers as they engage client companies. Additionally, inter- and intra-agency collaboration will be critical in successfully addressing the immediate needs of the clients and, subsequently, long-term needs as they move from survival mode to strategically position themselves for future growth. The team will monitor progress as it designs mechanisms to evaluate the results of its engagement with clients, to assess the efficacy of federal programs, and to identify gaps between client needs and available services. Experience gained from this effort will also be used to establish similar integrated approaches for providing services to businesses – “one-stop shops” – in other areas of the United States. This pilot will also help develop an integrated customer relationship management platform within and across operating units to allow for optimal service delivery. This initiative will play a critical role in bringing federal resources to businesses in an effective and efficient way – making the Federal Government a true partner in helping to revitalize business communities. “Virtual” CommerceConnect will expand the reach of “bricks-and-mortar” CommerceConnect locations in an online setting. An initial version of the CommerceConnect website has been launched at www.commerceconnect.gov and the process of evaluating the real-world business process of CommerceConnect is underway. The functionality of CommerceConnect.gov will be enhanced through an extensive beta testing process and a fully operational 1.0-level product is expected to be deployed by the end of calendar 2010.

Stakeholder(s):

• American Businesses

Indicator(s):

Indicator:1

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