311~Call Center Customer Relationship Management
6
Department of Information Technology Public Access Branch ITPAC CRM/Call Center Strategy June 29, 2005 311~Call Center Customer Relationship Management
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311~Call Center Customer Relationship Management. Integrated workflow management Higher level of service with existing resources Standardized knowledgebase Integrated collaborative tools Distributed enterprise ownership Reduction in non-emergency calls to 911. - PowerPoint PPT Presentation
Transcript of 311~Call Center Customer Relationship Management
Department of Information Technology
Public Access BranchITPAC CRM/Call Center StrategyJune 29, 2005
311~Call CenterCustomer Relationship Management
Goal …
• Integrated workflow management• Higher level of service with existing resources• Standardized knowledgebase• Integrated collaborative tools• Distributed enterprise ownership • Reduction in non-emergency calls to 911
• Information, service, status update
Library
Information Delivery
PublicSafety
Service Requests/ Incidents
Health & Human Services
Case Management
Parks & Recreation
Information Delivery/
Registration
Finance, Tax, & Revenue
Information Delivery/ Customer
Service
Housing
Service Request/
Customer Service
PublicWorks
Service Requests/ Incidents
EDA
Information Delivery
Applications• FIDO• IQ
Databases• Documentum• GIS
Infrastructure• Telephony Platform• Microsoft Application
Performance Mgmt• Enterprise Reporting• Workforce Mgmt.
• County Directory• Knowledge Base• Service Request Workflow
Customer Relationship Mgmt.
Citizen, Business, Tourist
Future …
Timeline …
• June, 2005 –104 Project Human Services Call Center
• September, 2005 – CRM RFP development
• December, 2005 – 311 Telco carrier meeting
• January, 2006 – Release CRM RFP
• July, 2006 – Begin enterprise CRM pilot
Chicago San Jose New York City
Akron Winston-Salem Miami-DadeCounty
Chattanooga
HoustonBaltimore Dallas
Detroit Birmingham
City of Miami CalgaryMinneapolis Louisville Rochester Indianapolis
311~Call Centers …
Department of Information Technology
Public Access BranchITPAC CRM/Call Center StrategyJune 29, 2005
311~Customer Contact Center
