Government On Demand Mike Goodrich, Arlington Economic Development Lisa Glass, NPower NY Peter Reis, Wyoming Business Council Jonathan Vaughan, New Demand LLC Industry Focus: Nonprofit, Government and Education
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Mike Goodrich Director of Administration Arlington Economic Development [email_address]
All About Arlington Economic Development & BizLaunch BizLaunch is Arlington’s small business assistance network, and your one-stop-shop for everything you’ll need to know about starting or growing a business in Arlington. BizLaunch partners with a wide variety of small business organizations to provide you with information on writing a business plan, taxes, permits, licensing, marketing, financing and just about anything else you’ll need to know to start or grow your business in Arlington. In addition, the BizLaunch center offers information, counseling, and research opportunities. Arlington Economic Development (AED), is the Arlington County Government Department which is dedicated to the preservation and enhancement of an economically vital, competitive, and sustainable community by providing aggressive leadership and superior service to the commercial, visitors and housing development sectors of Arlington's economy.
All About Arlington Economic Development & BizLaunch, continued…
INDUSTRY : Local Government
EMPLOYEES : 32
GEOGRAPHY : Mid-Atlantic
# USERS : 32
PRODUCTS USED : SFA, test drove AppExchange applications
211-311 Call Management Approach Option A Call Center 311 **211 211 211 211 211 Service Provider Cluster 211 211 Service Provider or MSO Warm Transfer Electronic Referral Option B 311 (211) **211 Warm Transfer Electronic Referral 211 Call Center 211 Service Providers Automatic routing of 211 ** Basic contact information & service request type is logged ** Basic contact information & service request type is logged
The Solution 1 2 1 2 3 Agent enters key words- “hunger” “no food” Agent Takes Call and Opens 211 Case from Sally Sherman Agent can request a suggested solution provider Agent is able to refer the case to the recommended community service provider “Mercer Street Friends Pantry” 3 Recommended Solution
The Solution Case Manager at Mercer Street Reviews New Cases Mercer Street Friends Pantry “Accepts” referred case and begins the process to help Sally. Mercer Street eventually closes the Sally case – the Call Center gets updated. 4 5 6 4 5 Incoming Sally Sherman Case to Mercer Street 6 “ Closed” Sally Sherman Case
No need for consultants to support the system once implemented
No data corruption problems
Unlike traditional IT systems, the NJ TRANSIT On Demand environment has continued to evolve. The Customer Service system has improved, new applications have been developed, and new capabilities, such as online customer surveys, have been easily integrated.
Mike Goodrich Director of Administration Arlington Economic Development Kaveh Vessali VP, Public Sector Solutions Salesforce.com Moderated By: Lisa Glass Project Manager NPower New York Peter Reis Chief Support Services Officer Wyoming Business Council Jonathan Vaughan Managing Partner New Demand QUESTION & ANSWER SESSION