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GCN : July 2015
FFOOTER/SHUTTERSTOCK.COM GCN JULY 2015 • GCN.COM 29 case study BY STEPHANIE KANOWITZ CUSTOMER SERVICE A new system in Tulsa, Okla., consolidates customer services across 15 city departments to help resolve calls faster Consolidated 311 boosts efficiency, savings When residents contact the Tulsa, Okla., Customer Care Center using any of several dozen phone numbers, they get an automated response asking them to press a number corresponding to their need. That routes the call to the correct agent for the job, and that agent uses five pieces of software to track down the answer or set up a work order. All work orders go to a single administra- tive agent who reviews them and cre- ates official orders. This month, however, residents will begin using a new 311 system to get non-emergency help via phone, text message or Web form, and they can even set up service requests themselves. What’s more, 311 agents will use a sin- gle platform to answer questions and submit work orders. The result is a con- solidation of customer services across some 15 municipal departments. “Once 311 goes live and we promote that to the community, we’re going to be getting phone calls into our contact center that were going to other de- partment groups across the city,” said Michael Radoff, the center’s director. “We don’t want to just be a transferring service. We want to be able to answer those calls and drive first-call resolu- tion as high as we possibly can.” Because the system is completely new, Radoff and his team had to start from scratch. For the 311 element, they spent almost a year contracting with about 10 telephony providers — including AT&T, Cox Communications and Windstream Communications — that will participate in the 311 conversion. Next, they made a bidirectional map to set up phone switches, which took more than a year. To consolidate the software, the city tapped LAGAN Enterprise from KANA, part of Verint. It will replace Lockheed Martin’s Intranet Quorum service order tool and eventually another system that handles code violations. For questions related to the Tulsa Municipal Court, which has the highest call volume, the city will continue to use the court’s JU- RIS information system, which was de- veloped and is maintained by the Tulsa Police Department’s Systems Develop- ment and Support team. KANA’s LAGAN helps 311 call takers progressively ask questions to pinpoint the appropriate response. For example, for a pothole complaint, they can ask which side of the street the pothole is on and how big it is. That approach also helps prioritize the service orders based on rules set in the system. In addition, city residents will be able to take matters into their own hands — to a degree. They can create profiles 0715gcn_029-030.indd 29 6/29/15 9:12 AM