Customer Service Improvement Project

Transcription

1 Customer Service Improvement Program (CSIP) Presentation -- August 11, 2002 AGENDA CSIP Project Background Demonstration Conclusions Discussion

2 Project Julie Croll - Project Sponsor Nancy Taylor - Project Champion June Summers Haas - Project Champion Stephen Hilker - Customer Service Director David Borzenski - Contract Administrator David Gilliland - Project Manager Roger Dooley - Accenture Project Director Rick Windham - Accenture Project Manager Heather Pacini - Accenture Consultant/Training Lead Sandra Engle - Maximus Quality Assurance Leigh Ann Miller - Siebel Technical Account Manager AGENDA CSIP Project Background Demonstration Conclusions Discussion

3 Project Background - Business Process Re-Engineering Business Process Re-Engineering Study Deloitte Consulting - October 1999 July 2000 Product/Integrator Selection July 2000 September 2001 Problems Key Weaknesses 1. Significant customer service time spent on status related queries 2. Excessive busy signals in the Individual Income Tax call center 3. Long turnaround times for answering inbound correspondence 4. Limited and inconsistently used channels of communication with customers 5. Low resolution percentage on customer problems on the first contact with Treasury 6. Little data collected on customer problems or issues 7. Little data collected and reported on Treasury customer service effectiveness Project Background Business Objective A focused Organization Resource Shifts and Cost Savings BENEFITS Organization Design Redeployment of staff to higher value added tasks More Audit, Discovery, Collections Staff More Front Office Staff More Analytical Staff

4 Project Background Business Objective A focused Organization Siloed Information to Specialization Organization Redesign Sales, Use, W/H Single Bus. Motor Fuel Individual Redeployment of staff to higher value added tasks Tax Processing Customer Service Tax Operations in Silos Tax Enforcement Project Background Business Objective- Improve Customer Service New Channels Internet Integrated Tools Legacy Applications New Channels Internet Self Service Taxpayer Returns and Remittances Telefile E File Imaging Siebel Software Customer Relationship Mgmt Contact History Integrated Tax View Workflow Mgmt. Phone Center Customer Inquires 2D Barcode Customer Service Representatives Decision Support Fax

5 * 8# Project Background Best Practices Approach Implement Commercial Off-The-Shelf Software Selected Siebel Customer Relation Management (CRM) Improved Procurement Process work Period Incremental Roll-out of Functionality Integrated : Treasury, DIT, Accenture, Siebel, Maximus Accenture-Proven Commercial Best Practices Government/Call Center Specialists Accenture Government Solution Center Reston, Virginia Accenture on-going Maintenance & Support Project Background System Overview Milestone 1 - Jan 2002 Phone Call CTI Integration Integrated View of Tax Info Screen Pop Milestone 2 - Aug 2002 Customer Service Representatives Incoming Paper Correspondence Web Tax Status Inquires Web Service Requests Milestone 3 - Dec 2002 Document Scanned in FileNET Inquires on Status of Tax Processing User Completes Form FileNET Workflow Triggers Activity Siebel Retrieves information and records contact Siebel Creates Service Request Skills Based Work Flow Mgmt. Agents Depts. Self-Service Primary As needed SIEBEL Contact History Tax Info Daily Refresh Full Web Service User Authentication Siebel expands Information Retrieval & Records Contact Legacy Info Tax Systems Free Form User Sends Auto Response to

6 AGENDA CSIP Project Background Demonstration Conclusions Discussion Customer Service ImprovementProject 28

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8 AGENDA CSIP Project Background Demonstration Conclusions Discussion

9 Milestone 1 Key Successes Rapid Implementation CRM Pilot implemented 10 weeks after contract award IIT and SBT Call Centers Go Live January 29 Successful leading edge technology integration with MIPC and DMB Telecom Knowledge Transfer Treasury Trainers providing instruction for Treasury Staff 80 Customer Service Representatives trained and use CRM daily Systems operations now performed by Treasury staff Performance data available to Treasury Management Milestone 1 Key Metrics Individual Taxpayers IIT Call Reasons - February, 2002 Contacts with Service Requests Payments 1% Department Letter Issue 2% Special Projects Offsets Redirect Call Tax Forms 8% Where's My Refund 36% 94% of Inquiries resolved on First Call (No Follow-up Required) Inquires requring further research - open a Service Request 6% Other 9% Tax Prep (Gen Info) 13% Tax Prep - IIT 16%

10 Milestone 1 Key Metrics Business Taxpayers IIT Call Reasons - February, 2002 Contacts with Service Requests Payments 1% Department Letter Issue 2% Special Projects Offsets Redirect Call Tax Forms 8% Where's My Refund 36% 96% of Inquiries resolved on First Call (No Follow-up Required) Inquires requring further research - open a Service Request Other 9% Tax Prep (Gen Info) 13% Tax Prep - IIT 16% Problems Key Weaknesses Project Objectives When all is said and done Solutions Project Objectives Significant customer service time spent on status related queries Excessive busy signals in the Individual Income Tax call center Long turnaround times for answering inbound correspondence Limited and inconsistently used channels of communication with customers Low resolution percentage on customer problems on the first contact with Treasury Little data collected on customer problems or issues Little data collected and reported on Treasury customer service Effectiveness Establish self-help channels - Internet & IVR Reduce call volume by making back-end changes Push tier 1 calls to self-service - focus on tier 2 calls Match customer with most appropriate skilled agent Scan correspondence and automate workflow Establish metrics of queue lengths Establish Internet and Develop a world-class center with multi-skilled agents Match customer problems with appropriate agent Consolidate customer information Collect information for metrics database Create management reports from metrics database Monitor CSR quality

11 The Future CRM System applicable to other State agencies Retirement Accenture functional assessment in progress Community Health Unemployment Assistance Others emichigan, Family Independence Agency, State Police, Elections Division, Secretary of State, Lottery, Consumer and Industry Services Project Methodology applicable to other State agencies Technology Integration can be leveraged Knowledgeable resources in DIT, MIPC & Telecom Solid Process for rapid implementation Treasury CRM design can be leveraged Questions