Customer Service Management for San Francisco's City Government

In the video Customer Service Management for San Francisco's City Government, the city of San Francisco's abandoned vehicle detail process was improved by developing a customer service management system, developed by DTIS. Many government customer service systems are slow and tedious, and San Francisco's was no exception. The old system made it difficult for citizens to report abandoned vehicles due to a maze of voice machines, often making them frustrated when they couldn't find the appropriate mail box to leave a message with the needed details.

Bringing in DTIS was a step in a customer focused direction, because they learned from the internal customers out information was needed in order for the city to do it's job, and how to make the process less frustrating for callers. The new system allows the city to provide human interaction with callers, take the needed information, send it to the appropriate department, and track the complaint throughout and up to the resolution process.

The new process can be utilized throughout the departments of San Francisco, so citizens can expect to follow the same format when calling local government for any of their needs, and provides a much better customer service experience when compared to the old system.

Richeditor. (2007, 12 27). SFGTV Customer Relationship Management CRM San Francisco. Retrieved 05 27, 2012, from You Tube: http://www.youtube.com/watch?v=2eoEoaev9BI