Q&A
Use of technology to enhance IBSP service delivery
0:14:24
·
84 sec
The discussion focused on how SBS is leveraging technology to improve IBSP service delivery. Key points include:
- Implementation of the NYC Funds Finder to connect businesses with funding information
- Launch of a small business hotline, which saw a 24% increase in calls
- Improvements to the SBS Connect form on their website
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Use of CRM technology and Microsoft Teams for better communication with providers
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The technological initiatives aim to increase efficiency and reach more businesses with the same level of funding.
Kitty Chan
0:14:24
Well, what we found is that we were leveraging technology more.
0:14:28
So, for for example, through the funds finder, we've actually, been able to connect more businesses to information about funding.
0:14:38
We're leveraging technology where we can through the pandemic.
0:14:41
We've also launched the small business hotline, which I'm proud to say this past year, we've noticed an increase to our hotline calls of 24% on average each month.
0:14:52
So I think that what's changed is the lessons learned.
0:14:56
We're utilizing technology.
0:14:58
We're looking to see where we can make adjustments in the way we deliver our services.
Amanda FarÃas
0:15:04
And outside of the small business hotline, what are the other technological, like, programs, initiatives, assistance that you're doing for IBSPs?
Kitty Chan
0:15:14
Aside from the hotline, the funds finder, we're also looking, we've also been making improvements along the way on our SBS Connect form on our website.
0:15:24
We're also looking at the CRM technology that we've provided.
0:15:28
Even utilizing Teams, we've been able to provide more trainings to our providers and also create, what we call, a team chats so that if they have technical questions on specific programs, they're able to ask us and we're able to provide them with provide all of them with answers in real time.
