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Clay County, FL Launched a New Online Customer Service Platform in 3 Weeks

Clay County, FL, USA
Granicus

Government Champion

Web and IT

Project Status

Operational since 2021

Challenges Addressed

Motivation

Project Type

At a Glance

Facing an end-of-life system, Clay County needed to ensure the uninterrupted delivery of critical online customer services. In just three weeks’ time, they launched a civic engagement platform that not only maintained all current online services, but expanded the service options available to users.

Problem Addressed

Clay County staff were given less than a month’s notice that their public records management and citizen request management (CRM) systems would no longer be supported by their previous vendor. With an end-of-life system during a global health crisis, continuity of critical online services was imperative. Easy-to-use technology is exactly what Clay County was looking for.

The previous system required significant effort for both residents and staff. Residents would submit requests by clicking on a link in the service hub, which took them to the appropriate PDF form. Some forms were fillable, but others needed to be printed out, completed, and returned. For staff, the system required a lot of clicking around, switching between multiple screens to complete a task which was inefficient and sometimes aggravating.

Clay County, FL used/is using Granicus govService to address this/these challenge(s).

Solution(s) Used

The County had already selected Granicus as a partner for their website and digital communications software — the addition of a digital customer service platform from the same vendor made sense.

Staff had just implemented Granicus govDelivery for email, text, and social media and were about to implement Granicus govAccess for a new website when the news came that the prior vendor would no longer support the County’s old service platform.

The County and the Granicus Implementation Team quickly switched priorities to prevent service interruption. Within three weeks, Granicus trained Radomski on Granicus govService and helped her build the first two services: Public Records Request and ReportIt, which is a 311-type service where citizens can report a pothole, a downed tree, a lost animal, missed garbage collection, and more. These services went live before the old platform’s service ended.

Clay County Commissioner and Chairman of the Board Gayward Hendry said, “An easy to use online customer service platform is an essential tool in our County toolbox because we know that the best governments are those that stay connected with their residents, and govService is a simple to use resource that provides this critical connection. If you need to report a pothole or find a lost pet, we want to make it easy for you to reach us and get results.”

One month after Go Live, Clay County had received 886 cases through the two live services, with County staff closing 688 of the cases opened. Previously, the County averaged 480 online cases per month. Radomski stated that more people are reporting potholes as COVID-19 restrictions have lifted, she adds that closing cases is easier for staff in govService.

“Staff members didn’t like all the steps required in the old system,” said Radomski. “Now, they’re very excited about the fact that everything is accessible in one place. They can work, have all their questions answered and have everything they need to do their job right in front of them.”

After the first two services went live, Radomski built a new service on her own using govService DIY Service Designer. The new service allows residents to request ambulance billing and EMS records based on patient information or ambulance information. It took Radomski just eight hours of work to build and launch the service.

“I would not have been able to be as successful as I was with govService if it wasn't for the implementation team. They go above and beyond to make the product work for you, not make you work for the product.”

Outcomes

  1. A new online customer service platform launched in 3 weeks that required minimal staff training and dedicated capacity from the local government.
  2. Streamlined county staff members’ workflows by consolidating to one primary platform instead of relying on multiple platforms.
  3. Increased the number of cases from 480 to 886 - a 43% increase - due to a simple UI.
  4. Increased citizen satisfaction in 311 services, including reporting potholes, downed trees, lost animals, missed garbage collection and more.

Who Should Consider?

Any local governments looking to make their services more efficient, available online, or are looking to get the most out of their legacy systems.

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