4th Annual AWARD of DISTINCTION Awarded to the City of Toledo, OH.
CHATTANOOGA, TN – June 13, 2017 – Engaging citizens to reach out for assistance for a myriad of answers to local government’s centralized contact centers is a challenge every organization has. This year’s AGCCP “Award of Distinction” for Community Engagement was presented to the City of Toledo’s Customer Service Center at the national conference. Accepting the award on behalf of Engage Toledo was Abby Arnold, Commissioner and Jenny Gogol, Manager of the City of Toledo’s Department of Public Utilities.
Toledo was one of six municipalities who submitted an application for the annual award open to all member organizations of the AGCCP. All location identifying information is redacted and then presented to committee members for voting. Included in the judges panel are select members of the AGCCP Board of Directors, an AGCCP member at large, the winner of the previous year’s Award of Distinction and a local customer service expert from a business not associated with a government.
This year’s winner, City of Toledo demonstrated an initiative to transition a 24-hour mayor’s action line to a more traditional 311 call center that included a branded mobile app “Engage Toledo” and a walk-in customer service center. The Customer Contact Center has become a central one phone number focal point for citizens to ask any type of question to a knowledgeable staff. Abby Arnold, Commissioner of Utilities Administration at City of Toledo reinforced the ability of the center to support water emergencies, field operations dispatch and all services that directly impact citizen engagement.
The AGCCP is comprised of government contact center managers from municipalities in the United States and Canada. For more information about AGCCP and its’ member benefits, please visit agccp.org or contact us at firstname.lastname@example.org.
3rd Annual AWARD of DISTINCTION Awarded to the City and County of Denver, CO
At the 2016 AGCCP conference in Evanston, IL, Nick Scheidegger accepted the Award of Distinction for “Innovations in Technology” on behalf of the City and County of Denver’s Technology Services. With ever increasing phone calls to Denver’s 311 Contact Center, they recognized an opportunity to solve issues using popular technology which would provide efficient and individualized customer service. Their solution was pocketgov.com – a mobile web application that works on any device and allows users to make payments, report issues in the community, find property values, sign up for customized services such as street sweeping reminders and much more.
Since the inception of pocketgov.com in January 2015, thousands of citizens have created profiles on the application resulting in the reduction of 311 phone calls and an expected savings more than $250,000 per year by converting to less expensive “clicks.” The popularity of pocketgov.com can be credited to creative marketing including a video titled “Little Black Dog” that can be accessed at https://www.youtube.com/watch?v=QnTiMjnk6EE.