Constituent Service Portal

About the Program

Category: Information Technology (Best in Category)

Year: 2012

The Constituent Services Portal is Baltimore County’s website that was redesigned to improve global navigation around key audiences and the tasks they need to complete. The portal grants Baltimore County citizens the flexibility and on-demand services they require to keep them aware and informed. Thus, the implementation of the Constituent Services Portal helps agencies support self-sufficiency among their clientele by encouraging self-service. The portal also allows agencies to manage a wide array of citizen services in an integrated manner to improve service delivery. Subsequently, the portal freed call takers to handle requests rather than spending additional time on the phone answering questions. This process also improves customer satisfaction by empowering customers to initiate, manage and complete common tasks and contacts online rather than waiting until the right person is available by phone. Customer inquiries are tracked more efficiently and effectively as each inquiry is tracked and logged within the site.