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Presentation By Raelin Storey, Office Of Public Affairs Director Providing An Update On The First Six Months Of The New Help Me Hollywood Customer Relationship Management System Powered By Public Stuff.
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Staff Recommends: Presentation for Informational Purposes.
Explanation:
In December 2013, the City of Hollywood launched a new version of Help Me Hollywood. This new Customer Relationship Management system, powered by PublicStuff, improves the way in which request for service and other customer concerns are reported to various City Departments and Offices. The Department of Information Technology procured the software and worked with the vendor to provide staff training and needed customization of the product. The new Help Me Hollywood powered by Public Stuff now provides a robust and interactive program that allows residents to access City services via their mobile devices, personal computers, or at toll free, automated phone attendant 24 hours a day, 7 days a week.
The application allows requests or concerns to be automatically routed to the right member of staff to address the request, boosting efficiency and keeping the customer service process moving until resolution. Individual tasks are delegated to specific employees through an easy to use workflow system. Customers who provide their e-mail addresses are able to receive automatic notifications advising them of the status of their request all throughout the process. The new Help Me Hollywood system powered by Public Stuff provides reporting on the most frequent requests, number of requests per department, geographic area for request and duration of time for request to be completed. By encouraging requests to be submitted online by the customer, the City increases customer service efficiency and reduce costs. This system makes City Hall more accessible by bringing services directly into the community.
Recommended for inclusion on the agenda by:
Cathy Swanson-Rivenbark, C...
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