Initiative #1: CommerceConnect

Continuously improve access to Department of Commerce business assistance programs, resources, services, and information.

Other Information:

Overview: The goal of CommerceConnect’s customer service plan is simple – to serve as an economic accelerator by continuously improving access to Department of Commerce business assistance programs, resources, services, and information for emerging entrepreneurs as well as established companies. Developed and supported by a collaborative partnership of all Commerce Department Bureaus, CommerceConnect provides Established Companies with streamlined access to more than 70 U.S. Department of Commerce programs through a one-stop model operated through a national call center, an interactive virtual business assistance website, and a network of specially trained Commerce Specialists in existing U.S. Department of Commerce bureau field offices. CommerceConnect is using technology to enhance customer service. Namely, a cloud-based customer relationship management (CRM) system is used to: * Manage client contact information, interactions and disposition of assistance requests * Maintain program content and information about business resources * Populate external content on the CommerceConnect website * Accept client inquiries and requests for service through a web intake process * Facilitate cross-referrals among Commerce business units * Manage and track performance outcomes and success stories Impact and Benefits: CommerceConnect streamlines business access to government services and solutions by providing a “one-stop-shop” for information, counseling, and access to the breadth of services that help a business transform itself into a viable and competitive enterprise. CommerceConnect is designed to assess and meet businesses needs – whether it’s export promotion, access to capital, contract opportunities, intellectual property protection, management and technical assistance, or guidance on how to make operations more efficient. Through one-stop touch points, including a call center, web portal, regional partnerships, and existing Commerce field offices across the country CommerceConnect efficiently and effectively connects U.S. businesses with Department of Commerce and other federal, state, local and nonprofit partner programs, products and services that meet their needs at every point in their life cycle. Timing: CommerceConnect is fully operational and is expanding its services across the country through existing Department of Commerce bureau field office locations. To date, 19 field locations have been trained and activated. CommerceConnect anticipates expanding to have trained specialists within 30 existing bureau field offices in FY 2012, integrating Commerce grantees and developing a new virtual interface with strategic partners including the Small Business Administration (SBA) and the Trade Promotion Coordinating Committee (TPCC). In October, CommerceConnect will launch the beta version of a new website that will feature a resource matching self-service tool to link businesses to targeted solutions.

Stakeholder(s):

• Emerging Entrepreneurs


• Established Companies


• The Public


• Small Business Administration (SBA)


• Trade Promotion Coordinating Committee (TPCC)

Objective(s):

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