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Clay County, FL launched a new online customer service platform in 3 Weeks

Clay County

Clay County, FL

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.

Topics Covered

Customer Service
Permitting

Cost

Not available

Funding

General Fund/Existing Public Funds

Project Status

Operational since 2020

Gov Champion

Web and IT

Problem Addressed

Clay County needed to identify new, easy-to-use records and citizen request systems after support was dropped for their existing systems.

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.

Continuity of critical online services was imperative, particular with an end-of-life system during a global health crisis. Easy-to-use technology is precisely what Clay County was looking for.

“We wanted to ensure that our technology is user-friendly, accessible for all residents, and helps residents get the information they need without jumping through a lot of hoops,” said Samantha Radomski, Administrative and Web Content Specialist.

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, completed, and returned. For staff to complete a task, the system required clicking around and switching between multiple screens which was inefficient and sometimes aggravating.

With an impending sunset on their existing systems, Clay County needed to identify replacements that were easy to use and accessible for all residents. 

Solutions Used

Clay County maintained critical service provision by adopting a new system that is easier to use for both residents and staff. 

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 Administrative and Web Content Specialist Samantha 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 to avoid service interruption.

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, adding that 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

Clay County made it easy for residents to reach the city through the simpler UI, leading to a 43% increase (from 480 to 886) in requests received each month.

3

County staff members’ workflows were streamlined as a result of moving to one primary platform instead of relying on multiple.

4

Increased citizen satisfaction with the County's 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.

Government Project Team

  • Samantha Radomski, Administrative and Web Content Specialist
  • Gayward Hendry, Clay County Commissioner and Chairman of the Board

Last Updated

Jul 8th, 2022

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