City launches one-number telephone access to services: 403-529-8100
Medicine Hat – Starting today, callers can dial 403-529-8100 to reach an array of services at the City of Medicine Hat. The City launched the new one-number telephone access as part of an ongoing digital strategy to improve electronic and online service delivery to Medicine Hat residents.
“Gone are the days when you have to look up different department numbers to speak to the correct person,” said Denise Schmaltz, Manager of Customer Care and Billing. “Simply follow the automated prompts to find what you are looking for, or, of course, you may press zero at any time to speak to one of our customer service representatives.”
The redesigned Interactive Voice Relay (IVR) system introduces callers to a tree menu that was designed using metrics captured from the City’s telephone system and consultation with departments. The keywords selected in the prompts will direct residents to the specific area they are trying to reach in a convenient and efficient manner. Over the coming months, workers will monitor and improve the service based on feedback from callers and staff.
One-number telephone access is only one component of the City’s comprehensive citizen-facing digital strategy (CFDS), a three to five year initiative designed to improve customer service and drive sustainable cost savings. The CFDS effort also includes a redesigned corporate website with added online functionality that is expected to launch later this summer, as well as a number of initiatives to streamline and enhance the customer experience.
“Digitizing services allows residents and businesses to access City services more conveniently and efficiently, reducing demand on traditional channels such as phone and in-person, says Craig Fruin, Manager of Application Services. “This also allows those who prefer more conventional methods to access them more readily.”
The CFDS supports the objectives of the City’s Accelerated Financially Fit Initiative (AFFI) to address growing financial challenges with the potential for between $3 and $4.5 million in cost savings and revenue generation over a five-year period.
For further information, please contact:
media@medicinehat.ca
“Gone are the days when you have to look up different department numbers to speak to the correct person,” said Denise Schmaltz, Manager of Customer Care and Billing. “Simply follow the automated prompts to find what you are looking for, or, of course, you may press zero at any time to speak to one of our customer service representatives.”
The redesigned Interactive Voice Relay (IVR) system introduces callers to a tree menu that was designed using metrics captured from the City’s telephone system and consultation with departments. The keywords selected in the prompts will direct residents to the specific area they are trying to reach in a convenient and efficient manner. Over the coming months, workers will monitor and improve the service based on feedback from callers and staff.
One-number telephone access is only one component of the City’s comprehensive citizen-facing digital strategy (CFDS), a three to five year initiative designed to improve customer service and drive sustainable cost savings. The CFDS effort also includes a redesigned corporate website with added online functionality that is expected to launch later this summer, as well as a number of initiatives to streamline and enhance the customer experience.
“Digitizing services allows residents and businesses to access City services more conveniently and efficiently, reducing demand on traditional channels such as phone and in-person, says Craig Fruin, Manager of Application Services. “This also allows those who prefer more conventional methods to access them more readily.”
The CFDS supports the objectives of the City’s Accelerated Financially Fit Initiative (AFFI) to address growing financial challenges with the potential for between $3 and $4.5 million in cost savings and revenue generation over a five-year period.
For further information, please contact:
media@medicinehat.ca
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