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CCSF 3-1-1 Customer Service Center

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CCSF 3-1-1 Customer Service Center

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    2. Agenda Why 311 in San Francisco Why the Web Expectations Execution What worked and what didn’t What’s next?

    3. City and County Organization

    4. Why 311? Entry point for the community that can react and respond to high priority issues Simplify Customer Contact Customers able to address issues 24x7 Integrate City Operations Track and report on response times Language Assistance

    5. About SF 311 Went Live on Mar 29, 2007 Answered 5,000,000th call on January 24th Current volume almost 350,000 calls per month 76 FT CSR, 10 PT CSR, 7 Supervisors 13 Support in Executive, Business Analysis, Training, and Administration Facility acts as backup for the Dept of Emergency Management (911) and Dept of Elections call center

    6. Why The Web? Ever increasing call volumes were driving service levels to an unacceptable level. Enable Cost Savings Customers expect the ability to submit over the web Much of our information was on the web but not easily available

    7. Actual Calls Received

    8. Total Service Requests Per Month

    9. Self Service Timeline Piloted with single agency - April Increased linking to Agency Tools - May Added Knowledge Search - June Version 7 Upgrade - July –> September Dev/Test – October -> November Go Live – December (all dates 2008)

    10. SFMTA was first to go On Line

    11. SFMTA Lost and Found

    12. We Created Links to Existing Tools

    13. How to get Knowledge Online?

    14. Working with Multiple Domains We created a list of relevant pages We created a search agent from Google. We can index and present answers from other domains We need to get Lagan Knowledge in place externally

    15. Improved Web Search

    16. Current Results

    17. How to Complete the Solution? Our vision – A complete self service portal with complete information and services for the City and County of San Francisco What service requests should be available What else would customers expect Become ADA compliant Service requests could not need internal processing before routing Attachments and visual mapping

    18. Services Scattered on the Web

    19. Top Service Requests – Sept 2008

    20. New Self Service Portal Easy Directory Structure Provides High Level and Detail Information Allows on line submission of service requests

    21. Using CRM on the Web Help Page

    22. City Services on the web

    23. Guiding the Public The public is provided with What the Agency does What kinds of requests they handle A link to the agency site for more details A link to create a request

    24. Customer Experience

    25. Customer Experience (cont.)

    26. Customer Experience (cont.)

    27. Customer Experience (cont.)

    28. Customer Experience (cont.)

    29. Customer Experience (cont.)

    30. Customer Experience (cont.)

    31. Customer Experience (cont.)

    32. Customer Experience (cont.)

    33. Launching the Self Service Portal Major Expansion of Self Service Comprehensive Information Directory Top Service Requests Online Opportunity for Feedback

    34. Call Volume per Month

    35. Service Requests per Week

    36. Informational Page Views

    37. Customer Feedback Overall very satisfied, however Like to submit multiple requests with the same contact information Wish for easier location search or map based service requests Wish for better case status information instead of just open or closed

    38. What’s next Adding Create Another Service Request Linking of cases Duplicate Checking? Improvements to Location search Case Status Tracking Knowledge Management

    39. Submit Another Request

    40. SR Tracking with only a number

    41. Full SR Tracking

    42. Expand use of Knowledge

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