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Hillsborough County, Florida: Customer Experience Award Winner
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Cities & Municipalities
Services
- Cloud Planning, Design & Implementation Services
The Challenge
Hillsborough County in Florida, with a population of 1.2 million citizens, operates an Information & Service Center (ISC) to provide a reliable source of information to citizens, businesses, visitors and internal departments. The county aimed to become the “Next-Generation County” and the centralized call center was a significant part of this plan. However, before the implementation of the call center, the county used aging, unmaintained and unsupported on-premises customer relationship management software. Incoming inquiries were handled by “call taking groups” and there were no recorded performance metrics. This led to inefficiencies and a lack of transparency in the handling of customer inquiries.
About The Customer
Hillsborough County is located on Florida’s Gulf Coast and spans 1,072 square miles. It has a population of 1.2 million citizens. The county operates an Information & Service Center (ISC) to provide a reliable source of information to citizens, businesses, visitors and internal departments. The centralized call center, which was launched in 2013, is committed to creating value, delivering exceptional customer service, resolving problems and promoting efficiency. The county aims to be the “Next-Generation County” and the centralized call center is a large piece of this plan.
The Solution
Hillsborough County implemented webMethods AgileApps Cloud from Software AG to develop and customize a cloud-based customer contact management service request solution. This solution was developed in only three months. Now, citizens can access a self-service portal, which reduces incoming calls and eliminates duplicate work. The county has innovated its business approach by engaging citizens through self-service options and a multi-channel approach to communication. Recent service enhancements include customized dashboard reports for internal client-partners, user-specific templates for ease and consistency when responding to inquiries, Web forms with automated acknowledgement of receipt, and a new mobile application.
Operational Impact
Quantitative Benefit
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