May 2014 - CS Forms · 2015-10-07 · For CoA Internal Use Only 6 Month Calls Offered Calls Handled...
Transcript of May 2014 - CS Forms · 2015-10-07 · For CoA Internal Use Only 6 Month Calls Offered Calls Handled...
May 2014
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- Mayor Kasim Reed
“All Atlanta residents and visitors should expect and receive
best-in-class customer service every time they interact with the City.”
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Enterprise customer service intake, customer service delivery and
customer satisfaction.
Improving functionality of existing systems & data quality across City Government.
For CoA Internal Use Only 4
Improve customer service across people, process and technology • Enable cultural shift which focuses on efficient and accountable services • Provide analytical data for performance management • Support for elected officials addressing constituent needs • Augment non-emergency 9-1-1 calls
Provide Customers with a world-class service experience that is accountable, responsive and efficient
Reduce “total-cost-of-ownership” (TCO): buy it once & share the costs • Pool/share resources across departments: call center; telephone switch;
software; GIS, etc.
• Standardize and apply best practices in consolidated operations
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Hours of Operation: 7 am – 6 pm, Monday – Friday
Departmental Telephones Numbers Being Serviced: • DWM: 404-658-6500
• DPW: 404-330-6333
• City Hall: 404-330-6000
• ATL311: 404-546-0311
• E911 Info Desk: May 12, 2014
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Month Calls
Offered Calls
Handled
Abandonment Rate
(Goal ≤3%)
Number of Calls
Answered within 20 sec
Percentage of Calls Answered within 20 sec
(Goal ≥85%)
September 34,301 29,986 13% 14,015 47%
October 33,055 31,879 4% 27,929 88%
November 25,025 23,853 5% 19,406 81%
December 29,858 29,378 2% 27,186 93%
January 37,400 35,152 6% 26,631 76%
February 31,176 29,783 4% 23,448 79%
March* 31,384 28,945 8% 19,295 67%
April 32,351 31,307 4% 23,965 77%
*Soft launch March 5th through 28th
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Program Management Office (PMO)
Customer Service Center (CSC)
Office of Customer Service
/ ATL311
CSC Manager
Mayor’s Office
CRM Mgmt Administration Technology Human
Resources
- CRM (Siebel) - Telephony (Cisco) - GIS - Work Order For CoA Internal Use Only
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Work Force Management
Supervisor Team #1
Supervisor Team #2
• Team Lead • CSRs (12-15) • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________
Supervisor Team #3
Supervisor Team #4
CSC Manager
• Team Lead • CSRs (12-15) • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________
• Team Lead • CSRs (12-15) • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________
• Team Lead • CSRs (12-15) • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________
For CoA Internal Use Only
QA & Training
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Soft-launch (staggered rollout across City Departments & Offices, transparent to the public)
◦ Target: March 5th
◦ Beta launch web portal – www.atl311.com
Hard-Launch (4-6 weeks of stabilization required)
◦ Bug and break fixes
◦ Target: Spring 2014
For CoA Internal Use Only 10
www.atl311.com
Internet Mail
Phone
Walk-in
Customers
Department Users
Service Request
Business Intelligence (BI) Reports
ATL311 Customer Service
Center (CSC)
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CRM
Siebel 8.2 Public Sector
Siebel Smartscript
Siebel CTI Toolbar
Siebel Email Response
Siebel eService
Business Intelligence
(BI) Reporting
Oracle OBIEE 11G
Oracle BI Publisher
Analytics Data
Warehouse
Oracle Contact Center
Analytics
Oracle Service Analytics
Informatica
Web/Mobile Self Service
Portal
Wordpress
PHP
HTML5
Oracle CX Cloud
City of Atlanta
ESRI Arc GIS
Cisco UCCX
Contact Canvas Server
Active Directory
Google Analytics
Hansen 8 (TBD)
On Premise
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• Business and Technical Challenges • Lack of internal IT expertise • Aging IT Infrastructure • Public Service Commission (PSC)
• ATL311 Technology Approach • Technology Stack
• Why the Cloud for ATL311 • Timeframe to launch
• Next Steps and Expected Results for ATL311 • CRM & Hansen integration • Full-service portal to allow customers to submit SRs to back-office
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The Changing Face of Customer Service: Innovative Trends in 311 Service Delivery
Tiffany Blair, Oracle, Senior Principal Product Manager, Public Sector CX/CRM Lynnette Lemon, City of Atlanta 311, Customer Service Center Manager
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The Changing Face of Customer Service and the Impact on 311
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Things Have Changed
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“96% think government service can
improve” Government Service,
Public Perception
“92% prefer to engage online”
“86% want to engage on their own
time”
“43% say it will take government 1-
5 years to catch up”
Source: Harris Interactive Open Government Study, 2010
Citizens are Making Their Expectations Clear…
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When I went online, I found exactly what I
needed on the first try! The website
search was quick and easy to use.
www.johncustomer.com
The City website
has the latest
storm emergency
information. It is
the only useful
source for
information.
This is great! I buy a new furnace
and the City gives me $600! I
would never have known if it was
advertised on the State’s energy
website.
I feel like the City is
giving us input into
the decision-making
process. By soliciting
my feedback online, I
feel like my voice is
being heard.
I had an absolutely fantastic
experience at the DMV office this
morning. The staff was helpful,
courteous and I was in and out in
15 minutes with my new license!
Wait time for finding out
about health insurance
exchange was non-existent.
Instant service!!
myface.com
I complained on Twitter
about a bad cab
experience and was
contacted within the hour
to resolve the situation.
Great customer service!
myface.com
…When They Are Met
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When I go online, I can’t easily find what I
need. It’s too complicated !
www.johncustomer.com
The city website is still
incorrect about when to
sign up to speak at city
council meetings. I was
contacted and told that it
would be corrected. It
looks like the ball was
dropped again.
This is absurd! Christmas Eve
and yet my block has no
water.....again for the millionth
time this year. The city needs to
get it together.
I'm sick and tired of
paying the city and not
ever getting results.
We need new people
in office. Especially in
the animal control
dept
Wait time for 311 noise
complaint phone filing for
honking cars at 1am is
greater than 15min, website
filing for such complaints is
gone. Why?
myface.com
I want to report a cab. 311
was useless. Cab 73 (4-
door yellow cab) was
parked today. It took three
handicap spots. I have
pictures.
myface.com
…But When They Are Not Met
I had an absolutely horrible
experience at the Vital Statistics
office this morning. The staff was
rude and I was there for 2 hours!
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A New Approach Is Needed
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Mobilizing 311
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The Draw of Mobile Interactions
Global mobile data traffic grew 81 percent in 2013
50% of all search queries are done via mobile
Of all uses for a mobile phone, making a call ranks
fifth overall
Using mobile applications and web channels helps
jurisdictions move as much as 30% of calls to self-
service.
85% of global government decision makers agree
mobile solutions can directly reduce operational
expenses.
“Angelenos now have a direct mobile
portal to vital services and key city
information. This will spur a more open
and transparent government. MyLA311
puts the power of City Hall in the palm of
your hand.”
Former Mayor Antonio Villaraigosa, City of
Los Angeles
!
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Being Social with Your Citizens
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Socializing with Your Citizens
“Gone are the days when you
could tally Facebook “likes” and
Twitter “followers” as measures
of social media success. Today,
it’s not just about who you know,
but what you are saying to them
and whether or not they are
sharing it with others.”
- Excerpted from an article entitled, “Social Media and
Citizen Engagement” by the Alliance for Innovation
http://transformgov.org/en/Article/102661/Social_Media_an
d_Citizen_Engagement Source: GovLoop, The Social Media Experiment: Elements of Excellence,
2013
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Why Social Media Matters to 311
“When properly implemented, social media networks are a key communication channel
that can bring cost savings and productivity improvements to the government
workplace. They present an unprecedented opportunity for governments to listen to
and be heard by citizens, business and other governments.”
Next Generation Government – A Research Report from the Center for Digital Government, 2014
“If agencies are interested in maintaining a flow of information with constituents and
providing usable services, they must take the time to understand what social media are
and learn about the relevant tools and how they are being applied in government
today. At that point agencies can make an informed decision about how and when and
why they will choose to use or not to use social media to meet their organizational
goals.”
GovLoop, The Social Media Experiment: Elements of Excellence, 2013
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311 in the Cloud
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Now Is the Time To Get Ahead of the Cloud Curve
A recent GovLoop survey of local, state
and Federal agencies indicated:
21% of local, state, and federal
agencies indicate they are using the
cloud for customer service functions,
second only to reporting and analytics
Citizen service represents a top cloud
priority for the immediate future
Only 68% have yet to make the move
to cloud computing, citing concerns
around security and integration
Source: GovLoop, Agency of the Future-Cloud Computing,
December 2013
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ATL311 in the Cloud
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Reimagining Your 311 with the Oracle Gov Cloud Citizen Experience
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Oracle Customer Experience Portfolio
Mobile
Social In Store Contact Center
Field Service
Direct Sales
Channel Sales Web
Foundation Tools
Oracle
Marketing
Oracle
Commerce
Oracle
Sales Oracle
Service
Oracle Cloud
Infrastructure and
Platform Services
Oracle MDM, BI and
Decisioning Tools
Oracle Integration and
BPM/SOA Tools
Oracle Mobile, Portal
and Content Tools
Oracle
Social
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Oracle Customer Experience Portfolio
Mobile
Social In Store Contact Center
Field Service
Direct Sales
Channel Sales Web
Foundation Tools
Oracle
Marketing
Oracle
Commerce
Oracle
Sales Oracle
Service
Oracle Cloud
Infrastructure and
Platform Services
Oracle MDM, BI and
Decisioning Tools
Oracle Integration and
BPM/SOA Tools
Oracle Mobile, Portal
and Content Tools
Oracle
Social
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Cross-Channel Contact Center
Knowledge Management
Case Management
Web Customer Service
Policy Automation
Platform
Oracle Service delivers connected engagements that empowers
governments to understand needs, solve problems, and delight
customers
Oracle Service
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Oracle Service
Cross-Channel Contact Center
Knowledge Management
Case Management
Web Customer Service
• Self Service
• Community Support
• Email Management
• Chat / Cobrowse
• Virtual Assistant
• Customer Portal
• Guided Resolution
• Customer Engagement
• Social Customer Service
• Unified Agent Desktop
• Mobile Agent App
• Knowledge Service
• Knowledge Search
• Knowledge Workflow
• Knowledge Analytics
• Language Packs
• Reference Apps
• Screening for Services
• Case Lifecyle Mgmt
• Eligibility Determination
• Effective Dating
• Assessments
• Service Plans
Policy Automation
• Personalized Interviews
• Compliance Management
• Policy Modeling
• Lifecycle Management
• Policy Analytics
• Determinations Services
Platform
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Oracle Customer Experience Portfolio
Mobile
Social In Store Contact Center
Field Service
Direct Sales
Channel Sales Web
Foundation Tools
Oracle
Marketing
Oracle
Commerce
Oracle
Sales
Oracle Cloud
Infrastructure and
Platform Services
Oracle MDM, BI and
Decisioning Tools
Oracle Integration and
BPM/SOA Tools
Oracle Mobile, Portal
and Content Tools
Oracle
Social
Oracle
Service
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Oracle Social
Network
Social
Engagement &
Monitoring
Social Marketing
Oracle Social Relationship Management
Platform
Oracle Social helps manage and scale government relationships with
citizens on social media channels to understand public perception,
address citizen concerns, and drive positive citizen intractions
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Oracle Social
Leverage Oracle Social to
empower your enterprise, enhance
your CX capabilities and grow your
business.
A unified social solution providing
best-in-class networking, listening,
engagement and publishing that can
socially enable the enterprise.
Set of prebuilt integrations for social
listening and engagement, social
marketing, social commerce, social
selling and social customer service.
Social Networking & Collaboration
Social Selling
Social Listening & Engagement
Social Marketing
Social Commerce
Social Customer Service
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Deliver on Your Agency’s Mission Across the Entire Customer Experience Life Cycle
ENGAGE SERVE Deliver & Support Communicate & Respond
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