Tampa Customer Service Center Overview
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City of Tampa City of Tampa Customer Service Center Customer Service Center Empowering Citizens to Conduct Business Online with the City at their Convenience
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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.
Transcript of Tampa Customer Service Center Overview
City of TampaCity of TampaCustomer Service CenterCustomer Service Center
Empowering Citizensto Conduct Business Online
with the Cityat their Convenience
Citizen Requests & InquiriesCitizen 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.
Online ConditionsOnline Conditions
Prior to 2003, more than 10,000 messages were received each year from the Tampa’s web site.
Email links were organization focused.
Communication IssuesCommunication Issues
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 SolutionCustomer Service Center Solution
Address communication issues.
Citizen ”life event” focus vs. requiring organizational knowledge.
Ensure message ownership.
Provide message tracking.
Customer Service Center RequestsCustomer 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.
Citizen BenefitsCitizen 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.
Citizen Benefits (cont.)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.
Employee BenefitsEmployee 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.
Employee Benefits (cont.)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.
Management BenefitsManagement Benefits
Messages are tracked, enabling an understanding of specific conditions.
Statistics are accessible dynamically to aid in understanding general conditions and trends.
Management Benefits (cont.)Management Benefits (cont.)
2nd & 3rd 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.)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.
Typical Communication ActionsTypical Communication Actions
Post a note/comment, and request assistance.
Transfer ownership, and spawn new requests.
Change the status.
Notes & CommentsNotes & Comments
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/TransferCollaboration 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.
Status ChangeStatus Change
Requests can be…
– Closed.
– Re-opened.
– Suspended.
– Or some other status to reflect the business process.
Pilot ImplementationPilot Implementation
February 2003
15 Types of Services
3 Agencies participated(Public Works Transportation,Neighborhood Improvement & Code Enforcement,Information Technology Services)
Citywide ImplementationCitywide 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
Post Implementation ExperiencePost 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
Citizen FeedbackCitizen 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)
Empowering Citizens to Conduct Business Onlinewith the City at their Convenience
City of TampaCity of TampaCustomer Service CenterCustomer Service Center
http://www.TampaGov.net/msg
