City of Tampa Customer Service Center Empowering Citizens to Conduct Business Online with the City at their Convenience

Citizen Requests & Inquiries Citizens need/request government services. Citizens don’t always know who delivers the service or how. Citizens use the Internet to facilitate answers.

Citizens need/request government services.

Citizens don’t always know who delivers the service or how.

Citizens use the Internet to facilitate answers.

Online Conditions Prior to 2003, more than 10,000 messages were received each year from the Tampa’s web site. Email links were organization focused.

Prior to 2003, more than 10,000 messages were received each year from the Tampa’s web site.

Email links were organization focused.

Communication Issues Did the appropriate employee get the message? Was the message read? Was a response made? Was it timely & consistent? Was the request completed?

Did the appropriate employee get the message?

Was the message read?

Was a response made?

Was it timely & consistent?

Was the request completed?

Customer Service Center Solution Address communication issues. Citizen ”life event” focus vs. requiring organizational knowledge. Ensure message ownership. Provide message tracking.

Address communication issues.

Citizen ”life event” focus vs. requiring organizational knowledge.

Ensure message ownership.

Provide message tracking.

Customer Service Center Requests Messages are service based, such as… Report a traffic hazard. Report a code violation. Submit an anonymous crime tip to the police.

Messages are service based, such as…

Report a traffic hazard.

Report a code violation.

Submit an anonymous crime tip to the police.

Citizen Benefits When a message is submitted, a Tracking Number and Access Key are created for follow-up monitoring and updates. MyTampaGov members can link the message to their transaction history.

When a message is submitted, a Tracking Number and Access Key are created for follow-up monitoring and updates.

MyTampaGov members can link the message to their transaction history.

Citizen Benefits (cont.) Citizens can track activity (who, what, when) associated with the message. Citizens can append additional comments to the original message and/or revise their contact information. Citizens can withdraw the request.

Citizens can track activity (who, what, when) associated with the message.

Citizens can append additional comments to the original message and/or revise their contact information.

Citizens can withdraw the request.

Employee Benefits Message receipts can be emailed or not based on volume or preference. Requests are organized and searchable by date, status, request type, and requestor.

Message receipts can be emailed or not based on volume or preference.

Requests are organized and searchable by date, status, request type, and requestor.

Employee Benefits (cont.) Employees use standard actions and responses based on the type of request. The email address book and spell check facilities are integrated.

Employees use standard actions and responses based on the type of request.

The email address book and spell check facilities are integrated.

Management Benefits Messages are tracked, enabling an understanding of specific conditions. Statistics are accessible dynamically to aid in understanding general conditions and trends.

Messages are tracked, enabling an understanding of specific conditions.

Statistics are accessible dynamically to aid in understanding general conditions and trends.

Management Benefits (cont.) 2 nd & 3 rd reminder notices are sent when a message is not read within an expected service level. Message responsibilities can be quickly and easily changed to reflect current operating conditions.

2 nd & 3 rd reminder notices are sent when a message is not read within an expected service level.

Message responsibilities can be quickly and easily changed to reflect current operating conditions.

Management Benefits (cont.) Message types can by dynamically created & withdrawn as needed. Example: Solicit citizen opinions on proposed budget, current hot topic, etc. Actions can be customized to reflect department terminology including status, response types, and standard responses.

Message types can by dynamically created & withdrawn as needed. Example: Solicit citizen opinions on proposed budget, current hot topic, etc.

Actions can be customized to reflect department terminology including status, response types, and standard responses.

Typical Communication Actions Post a note/comment, and request assistance. Transfer ownership, and spawn new requests. Change the status.

Post a note/comment, and request assistance.

Transfer ownership, and spawn new requests.

Change the status.

Notes & Comments Notes can be appended to the message. Other employees can be asked to review and comment. The citizen can be contacted for clarification.

Notes can be appended to the message.

Other employees can be asked to review and comment.

The citizen can be contacted for clarification.

Collaboration via Delegate/Transfer Requests can be forwarded to another employee, service group or department for an appropriate response. Requests can spawn additional messages to address several issues or obtain responses from multiple agencies.

Requests can be forwarded to another employee, service group or department for an appropriate response.

Requests can spawn additional messages to address several issues or obtain responses from multiple agencies.

Status Change Requests can be… Closed. Re-opened. Suspended. Or some other status to reflect the business process.

Requests can be…

Closed.

Re-opened.

Suspended.

Or some other status to reflect the business process.

Pilot Implementation February 2003 15 Types of Services 3 Agencies participated (Public Works Transportation, Neighborhood Improvement & Code Enforcement, Information Technology Services)

February 2003

15 Types of Services

3 Agencies participated (Public Works Transportation, Neighborhood Improvement & Code Enforcement, Information Technology Services)

Citywide Implementation October 2003 300+ Types of Services 50+ Agencies including all City departments Management Briefings with 500+ employees receiving hands-on Customer Service Center training

October 2003

300+ Types of Services

50+ Agencies including all City departments

Management Briefings with 500+ employees receiving hands-on Customer Service Center training

Post Implementation Experience November 2003 - May 2004 130,000+ communication exchanges 25,000+ unique visitors per month using the facility 48% of citizen activity occurs after normal business hrs

November 2003 - May 2004

130,000+ communication exchanges

25,000+ unique visitors per month using the facility

48% of citizen activity occurs after normal business hrs

Citizen Feedback "Congratulations on the new customer service center for Tampa government. It is an excellent idea and a big improvement. As a customer service manager, I know the difficulties that can take place, and you should be commended on this excellent effort." 03/15/2004 Peter Z (Tampa, Florida) "Well done! The e-mail communication with city departments is just great! I have used it and the response has been almost immediate and completely effective. I am most impressed with this service and wish to say "Thank you"" 03/05/2004 Scott T (Tampa, Florida) "Enjoyed using the correspondence system, It shows people that you are working on their problems or concerns in a timely manner." 03/04/2004 Wendell D (Little Rock, Arkansas) "Excellent. This is great customer service." 01/21/2004 David B (Tampa, Florida)

"Congratulations on the new customer service center for Tampa government. It is an excellent idea and a big improvement. As a customer service manager, I know the difficulties that can take place, and you should be commended on this excellent effort." 03/15/2004 Peter Z (Tampa, Florida)

"Well done! The e-mail communication with city departments is just great! I have used it and the response has been almost immediate and completely effective. I am most impressed with this service and wish to say "Thank you"" 03/05/2004 Scott T (Tampa, Florida)

"Enjoyed using the correspondence system, It shows people that you are working on their problems or concerns in a timely manner." 03/04/2004 Wendell D (Little Rock, Arkansas)

"Excellent. This is great customer service." 01/21/2004 David B (Tampa, Florida)

City of Tampa Customer Service Center Empowering Citizens to Conduct Business Online with the City at their Convenience http://www.TampaGov.net/ msg