As state and local governments strive to deliver more services while reducing costs, the need to integrate, analyze and report critical business information is more important than ever. Many state and local governments have already made significant investments in 311 call centers, revenue systems and other operational systems. Departments and agencies must enhance communication and the sharing of information within and across organizations. SAS provides a life cycle approach to address the evolving need of organizations to not only manage data but also to analyze, report and share information and results. As part of this life cycle approach, SAS enables organizations to implement successful customer relationship management strategies.