Self-Service Options Campaign

About the Program

Category: Human Services (Best in Category)

Year: 2018

The County of San Bernardino Transitional Assistance Department (TAD) offers a variety of self-service options to customers. Self-service options enable customers to access case information and complete case actions at their convenience - online, via telephone, or in person. To promote self-service options, TAD developed a department wide marketing campaign which included staff and customer facing materials ranging from a customer brochure and tutorial to staff training videos. The objectives of the campaign were to: • Ensure customers were educated on the benefits of using self-service options. • Increase self-service options enrollment. • Increase satisfaction and overall customer service experience. • Provide staff the information necessary to confidently and consistently present self-service options to customers. • Decrease churn, call volume, and staff workload. The most effective tool developed was a video tutorial to inform customers about four of TAD’s most beneficial self-service options: • C4Yourself.com, • Electronic Notifications (e-Notifications), • Texting Notifications, and • Visual Interactive Voice Response (VIVR). The yearlong campaign resulted in San Bernardino County having the highest number of self-service options enrollment of 39 Consortium counties that participated in self-service options. Within the county, there was a 78.5% increase in self-service options enrollment and a 10.04% decrease in calls to the Customer Service Center (CSC).