Visual Interactive Voice Response (VIVR)

About the Program

Category: Human Services (Best in Category)

Year: 2017

The County of San Bernardino Transitional Assistance Department, in collaboration with the California Statewide Automated Welfare System (SAWS) Consortium IV (C-IV), is increasing customer case access by offering Visual Interactive Voice Response (VIVR) through the existing Customer Service Center (CSC). Transitional Assistance is committed to providing customers with a variety of self-service options that allow them to use his/her smartphone to access case information and reach eligibility staff. Visual IVR provides recipient customers with a mobile web-based solution for navigating the IVR automated phone system and making certain changes to their cases instead of navigating voice-based menus and remaining on a telephone call. Visual IVR is customer friendly, flexible, efficient, and supports the County’s Green Initiative to reduce environment impact by elimination of unnecessary car travel. Visual IVR assists with expediting information requested from a customer and reduces the need for repeat customer contact or return office visits.