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AGENCY TESTIMONY
Ongoing customer service enhancements and future plans
5:08:55
ยท
70 sec
Commissioner Niblack outlines various customer service improvements and future plans for the Department of Finance.
- The department has simplified access for business and parking customers by combining platforms for multiple account types.
- New features include self-service payment plans, a chatbot, and cross-training of call center staff.
- Future plans include exploring better communication via email and text.
- The department ranks top in customer satisfaction on the 311 Resolution Satisfaction Dashboard.
Preston Niblack
5:08:55
Finally, we're constantly striving to meet our customers where they are and make interactions with us as smooth as possible.
5:09:01
Led by Deputy Commissioner for Customer Operations Annette Hill, we simplified access for our business and parking customers by combining platforms for multiple account types into one easily accessible system.
5:09:14
We've enabled self-service payment plans.
5:09:17
We've launched a chat bot.
5:09:19
And we've begun cross training our call center staff to address the full range of inquiries we receive expeditiously.
5:09:26
As these improvements continue, we're exploring ways to better communicate with our customers via email and text.
5:09:33
It's a point of pride for us that the three eleven Resolution Satisfaction Dashboard ranks DAF as the top agency in customer satisfaction, and we plan to stay there.
5:09:43
We remain committed to providing the best customer service in all city government.
5:09:48
We're grateful for the many DAF initiatives you've supported in the past and know that we can continue to count on your support in the future.
5:09:55
Our door is always open to assist you with any needs that your constituents might have.
5:10:00
Thank you for the opportunity to testify today and we will be happy to answer any questions.