Get to know our 2020 Award of Distinction Winner
Despite cancelling our Annual Conference, AGCCP selected Pinellas County Clerk’s Customer Service Information Center as the 2020 Award of Distinction winner. Their center incorporates the AGCCP mission of “Inspiring government professionals to provide exceptional customer service experiences.” The team is lead by Kim Swain, Director and Vanessa Collins, Manager.
Pinellas County Clerk’s Customer Information Center, AGCCP’s 7th Annual Award of Distinction Winner as they meet AGCCP’s mission “Inspiring government professionals to provide exceptional customer service experiences.”
Pinellas County with its 35 miles of beaches is located on the west central coast of Florida. Pinellas County is made up of 11 barrier islands including renowned Clearwater Beach and Treasure Island, 24 cities and countless towns such as Clearwater and St. Petersburg.
The Pinellas County Clerk’s Customer Information Center (CIC) consists of a department manager, 2 Supervisors, 2 Senior Records Specialists and 20 phone agents. The CIC services close to a million resident and answers questions and resolving problems as it relates to various court cases such as dissolution of marriage, child support, traffic, criminal, recording, civil and small claims.
Serving the Community: In 2019, the CIC established a goal to answer 90% of calls received. “We answered 310,449 calls (or 89% calls received) with an average speed of answer less than 3 minutes. In addition, phone agents processed almost $1 million dollars.”
Innovative Ideas: Through the Odyssey Case Management system, the CIC downsized a daily balance report from nine pages to one, had the monthly balance report previously maintained on an excel spreadsheet is now system generated and their call back system was upgraded to minimize the average wait time for customers.
Creating an atmosphere of Growth: The CIC is working with the HR department to custom fit a training program where process improvements create value and enhance knowledge and skills.
Inspiring Others: The CIC introduced group forums for guided discussions and ongoing feedback. The CIC also has a Health and Wellness Committee which offers incentives and focuses on exercise, mental health, physical health and other wellness challenges. Also formed was Celebration Committee. This committee is responsible for hosting special events and other activities, including a Black History Month diversity luncheon, something that is definitely welcomed and appreciated in the Pinellas County Clerk’s office.
Future Ventures: Participation in career fairs attract prospective and talented employees from various cultures and backgrounds inspire government professionals to provide exceptional customer service experiences.
Congratulations to the Pinellas County Customer Service Center’s Clerk’s Customer Information Center on receiving the 2020 AGCCP Award of Distinction. You can visit their Facebook page at
https://www.facebook.com/PinellasClerk/.