Customer Call Center-Pasco County, Florida

About the Program

Category: Criminal Justice and Public Safety (Best in Category)

Year: 2012

With the world in the midst of unprecedented technological advancement, never before has the country faced the rapid changes experienced over the last few years. Today, multi-tasking and the expectation of immediate problem solving have become the norm, not the exception. Meanwhile, citizens expect local agencies, state offices, and the federal government to ‘do more with less.’ Processes must be effective and highly efficient, and we must all be reevaluating how work gets done. In September 2009, through an ongoing effort to adapt to the changing global environment, improve processes, and increase customer satisfaction, the Pasco County Clerk & Comptroller recognized the need to change how incoming phone calls were handled. The existing method required that team members complete their primary responsibility of processing documents, and to answer phone calls as well. This resulted in numerous interruptions each day, a greater rate of error, and an increased level of stress. To reduce the interruptions, enhance the working environment, and improve the services provided to the citizens of Pasco County, the Clerk & Comptroller implemented a Customer Call Center on February 15, 2010. The Call Center was designed to process incoming calls from the general public, attorneys, state and federal offices, and law enforcement agencies. Customers are able to speak with knowledgeable, specially-trained Customer Service Specialists, and operational team members can focus on accurately completing their primary responsibilities.