Self Service Interactive Receptionist (SSIR)

About the Program

Category: County Administration and Management (Best in Category)

Year: 2016

The high volume of foot traffic and outdated check-in process previously encountered in HACoLA’s administrative office lobby, often left visitors navigating through long lines and feeling frustrated. Coupled with recent federal budget cuts, the HACoLA was faced with serving a growing number of visitors with less staff resources. In order to resolve this growing concern, HACoLA embraced the challenge of finding an innovative and cost effective solution to enhance service at this high volume. Quickly realizing that there were no off the shelf software applications with the capacity to address the specific concerns of a large scale housing authority, HACoLA turned to its internal Information Technology (IT) department to develop a cutting edge system that would improve its customer service. This resulted in the launch of its Self Service Interactive Receptionist, known as SSIR, an iPad application that allows clients to manually check-in to a virtual reception environment using one of three stations in the lobby. This system has not only automated and streamlined lobby operations, but improved the way business is conducted for clients and staff; ensuring optimal efficiency in customer service, reducing lobby staff, and resulting in annual cost savings