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Tampa Customer Service Center Overview


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The City of Tampa Florida developed and implemented an innovative web-enabled enterprise wide solution, addressing basic requests for services with centralized citizen access to four major areas: submission of requests, opinions, recommendations, and inquiries; online payments; public records research; and automatic redirection to non-City agency services. The TampaGov Customer Service Center resulted from a need to effectively track and manage the wide variety of service requests and communication exchanges between citizens and the City staff who serve them. Three primary issues were addressed: 1. Citizens are confronted with daily life events and do not know which government agencies to contact. 2. Citizens want access to government services at their convenience (24/7). 3. Citizens want to know what is happening to their request. To be successful, the project needed to provide a flexible, comprehensive method of communication and collaboration with citizens. This objective was met.

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Tampa Customer Service Center Overview

  1. 1. City of Tampa Customer Service Center Empowering Citizens to Conduct Business Online with the City at their Convenience
  2. 2. Citizen Requests & Inquiries <ul><li>Citizens need/request government services. </li></ul><ul><li>Citizens don’t always know who delivers the service or how. </li></ul><ul><li>Citizens use the Internet to facilitate answers. </li></ul>
  3. 3. Online Conditions <ul><li>Prior to 2003, more than 10,000 messages were received each year from the Tampa’s web site. </li></ul><ul><li>Email links were organization focused. </li></ul>
  4. 4. Communication Issues <ul><li>Did the appropriate employee get the message? </li></ul><ul><li>Was the message read? </li></ul><ul><li>Was a response made? </li></ul><ul><li>Was it timely & consistent? </li></ul><ul><li>Was the request completed? </li></ul>
  5. 5. Customer Service Center Solution <ul><li>Address communication issues. </li></ul><ul><li>Citizen ”life event” focus vs. requiring organizational knowledge. </li></ul><ul><li>Ensure message ownership. </li></ul><ul><li>Provide message tracking. </li></ul>
  6. 7. Customer Service Center Requests <ul><li>Messages are service based, such as… </li></ul><ul><ul><li>Report a traffic hazard. </li></ul></ul><ul><ul><li>Report a code violation. </li></ul></ul><ul><ul><li>Submit an anonymous crime tip to the police. </li></ul></ul>
  7. 9. Citizen Benefits <ul><li>When a message is submitted, a Tracking Number and Access Key are created for follow-up monitoring and updates. </li></ul><ul><li>MyTampaGov members can link the message to their transaction history. </li></ul>
  8. 11. Citizen Benefits (cont.) <ul><li>Citizens can track activity (who, what, when) associated with the message. </li></ul><ul><li>Citizens can append additional comments to the original message and/or revise their contact information. </li></ul><ul><li>Citizens can withdraw the request. </li></ul>
  9. 13. Employee Benefits <ul><li>Message receipts can be emailed or not based on volume or preference. </li></ul><ul><li>Requests are organized and searchable by date, status, request type, and requestor. </li></ul>
  10. 15. Employee Benefits (cont.) <ul><li>Employees use standard actions and responses based on the type of request. </li></ul><ul><li>The email address book and spell check facilities are integrated. </li></ul>
  11. 17. Management Benefits <ul><li>Messages are tracked, enabling an understanding of specific conditions. </li></ul><ul><li>Statistics are accessible dynamically to aid in understanding general conditions and trends. </li></ul>
  12. 19. Management Benefits (cont.) <ul><li>2 nd & 3 rd reminder notices are sent when a message is not read within an expected service level. </li></ul><ul><li>Message responsibilities can be quickly and easily changed to reflect current operating conditions. </li></ul>
  13. 21. Management Benefits (cont.) <ul><li>Message types can by dynamically created & withdrawn as needed. Example: Solicit citizen opinions on proposed budget, current hot topic, etc. </li></ul><ul><li>Actions can be customized to reflect department terminology including status, response types, and standard responses. </li></ul>
  14. 22. Typical Communication Actions <ul><li>Post a note/comment, and request assistance. </li></ul><ul><li>Transfer ownership, and spawn new requests. </li></ul><ul><li>Change the status. </li></ul>
  15. 23. Notes & Comments <ul><li>Notes can be appended to the message. </li></ul><ul><li>Other employees can be asked to review and comment. </li></ul><ul><li>The citizen can be contacted for clarification. </li></ul>
  16. 24. Collaboration via Delegate/Transfer <ul><li>Requests can be forwarded to another employee, service group or department for an appropriate response. </li></ul><ul><li>Requests can spawn additional messages to address several issues or obtain responses from multiple agencies. </li></ul>
  17. 25. Status Change <ul><li>Requests can be… </li></ul><ul><ul><li>Closed. </li></ul></ul><ul><ul><li>Re-opened. </li></ul></ul><ul><ul><li>Suspended. </li></ul></ul><ul><ul><li>Or some other status to reflect the business process. </li></ul></ul>
  18. 26. Pilot Implementation <ul><li>February 2003 </li></ul><ul><li>15 Types of Services </li></ul><ul><li>3 Agencies participated (Public Works Transportation, Neighborhood Improvement & Code Enforcement, Information Technology Services) </li></ul>
  19. 27. Citywide Implementation <ul><li>October 2003 </li></ul><ul><li>300+ Types of Services </li></ul><ul><li>50+ Agencies including all City departments </li></ul><ul><li>Management Briefings with 500+ employees receiving hands-on Customer Service Center training </li></ul>
  20. 29. Post Implementation Experience <ul><li>November 2003 - May 2004 </li></ul><ul><li>130,000+ communication exchanges </li></ul><ul><li>25,000+ unique visitors per month using the facility </li></ul><ul><li>48% of citizen activity occurs after normal business hrs </li></ul>
  21. 30. Citizen Feedback <ul><li>&quot;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.&quot; 03/15/2004 Peter Z (Tampa, Florida) </li></ul><ul><li>&quot;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 &quot;Thank you&quot;&quot; 03/05/2004 Scott T (Tampa, Florida) </li></ul><ul><li>&quot;Enjoyed using the correspondence system, It shows people that you are working on their problems or concerns in a timely manner.&quot; 03/04/2004 Wendell D (Little Rock, Arkansas) </li></ul><ul><li>&quot;Excellent. This is great customer service.&quot; 01/21/2004 David B (Tampa, Florida) </li></ul>
  22. 31. City of Tampa Customer Service Center Empowering Citizens to Conduct Business Online with the City at their Convenience msg