Virtual Receptionist

About the Program

Category: Information Technology (Best in Category)

Year: 2017

The County of San Bernardino Department of Public Health Division of Environmental Health Services (DEHS) is dedicated to improving the quality of life for all residents and visitors by protecting public health, promoting safety, and preventing environmental hazards. As the agency designated by the State and the County to enforce laws and regulations, DEHS aims to provide the best customer service possible. In efforts to continue to service customers in the remote High Desert area, DEHS implemented a virtual receptionist in December 2014 to improve efficiency and reduce customer wait time. With the use of existing staff and technology, collaboration with another department, and the addition of the “A Live Interactive Customer Experience (ALICE)” Virtual Receptionist System, DEHS has been able to successfully help its customers in a remote office that is difficult to staff. To ensure DEHS continued to attend to its customers’ feedback, ALICE was equipped with a short customer service survey. With the capability to make online payments as well as print and scan documents, DEHS was able to create a well-rounded virtual receptionist; the next best thing to a live person DEHS has to provide service to customers in remote areas.