Automated Call Distribution Transformation
2022 NACo Achievement Award Winner
Oakland County, Mich., MI
Best In Category
About the Program
Category: Information Technology (Best in Category)
Year: 2022
The COVID-19 pandemic brought a significant need to allow Oakland County (OC) staff to work effectively remotely. The overarching goal of Oakland County Information Technologyâs (OCIT) Cloud Strategy is the ability to run any time and run anywhere. The need to support citizens calling in to the County call center for assistance, in the light of these times, has given OCIT reason to define a solution for OC staff when remotely working. With a continued focus on Cloud, our strategy states: âAs we look toward our future, Oakland County is looking to establish a Cloud Smart approach to application infrastructureâ. Through Amazon Web Services (AWS) we found a software-based solution to the hardware-based Telephone Automated Call Distribution (ACD) system. OCIT developed software-based ACD systems to replace the hardware-based ACD systems in place. The new solution provided opportunities to better engage with citizens, provide the modern ability to allow people to not stay on hold waiting for an agent to answer their questions.