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City of Hampton
技术
- 功能应用 - 企业资源规划系统 (ERP)
适用行业
- 城市与自治市
适用功能
- 商业运营
- 质量保证
用例
- 远程控制
- 远程协作
- 监管合规监控
服务
- 系统集成
- 软件设计与工程服务
挑战
Like most cities, the City of Hampton, Virginia relies on tax payments for much of its revenue. The city's tax assessment and collection software must remain in top condition to support tasks such as changing tax assessments, calculating tax rate schedules, and collecting fines and payments. The development staff works hard to respond quickly to IT requests from the Commissioner of the Revenue and Office of the Treasurer. However, the city's traditional IT help desk made it impossible for city staff to collaborate with developers or monitor the status of their trouble tickets, and was not well-suited to support extensive application development. The city needed a way to get internal clients more involved in their tickets, rather than just having them phone in requests to IT.
关于客户
Hampton is one of seven cities in Virginia’s Hampton Roads metropolitan area, which includes Norfolk, Newport News, and Virginia Beach. With 146,437 residents, Hampton is the sixth largest city in Virginia. The city’s Office of the Commissioner of the Revenue assesses personal property and administers business taxes, while the Office of the Treasurer collects both real estate and personal property taxes. The city relies heavily on tax payments for its revenue, making the efficiency and reliability of its tax assessment and collection software crucial.
解决方案
Immediately after implementing Zendesk, staff within the city’s Revenue and Treasurer offices began using it to submit support requests. Zendesk's intuitive interface made it easy for city staff to enter their tickets, comment on issues, and even re-open tickets if necessary. The system provided complete visibility into support tickets, ensuring nothing slipped through the cracks. All support requests for the City of Hampton’s tax assessment and collection software were streamlined through a standardized workflow in Zendesk. This allowed for better customer support for the city’s main source of revenue. Notifications kept everyone informed of major changes, and the system provided an instant view of progress for both clients and developers. The city is also considering rolling out Zendesk to other departments to streamline workflows further.
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