Tampa, Florida Internet-Based Customer Service Center

Tampa, Florida Internet-Based Customer Service Center

Steven M. Cantler (City of Tampa, Florida, USA)
Copyright: © 2007 |Pages: 17
DOI: 10.4018/978-1-59904-177-3.ch012


The City of Tampa, Florida developed and implemented an innovative Web-enabled enterprise-wide solution, addressing basic requests for services with centralized citizen access to four major areas: submission of requests, opinions, recommendations, and inquiries; online payments; public records research; and automatic redirection to non-city agency services. The TampaGov Customer Service Center resulted from a need to effectively track and manage the wide variety of service requests and communication exchanges between citizens and the city staff who serve them. Three primary issues were addressed: (1) Citizens are confronted with daily life events and do not know which government agencies to contact; (2) Citizens want access to government services at their convenience (24/7); and (3) Citizens want to know what is happening to their request. To be successful, the project needed to provide a ?exible, comprehensive method of communication and collaboration with citizens. This objective was met.

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