Remote Customer Service

About the Program

Category: Information Technology (Best in Category)

Year: 2021

San Bernardino County Department of Public Health, Environmental Health Services (EHS) provides excellent customer service to the community through an innovative foundation. Over the past several years, EHS enhanced existing technology and developed advanced ways to provide business operators with easy access to information through various approaches, including in-person office contact, phone calls via a call center, online chat, texting and via A Live Interactive Customer Experience (ALICE: virtual receptionist). The worldwide Novel Coronavirus 2019 (COVID-19) pandemic challenged EHS’ ability to continue to provide accessible services to its customers when many were unable to travel and/or visit the offices. However, with just a little extra push from technology, EHS was able to ebb and flow with the many changes in the state’s restrictions and shutdowns; this helped customers, with minor service interruption, and kept staff safe with social distancing and teleworking.