Customer Service Improvement Project

(1)

Customer Service Improvement Project

Providing tools for superior customer service

Michigan

Treasury

Team

Customer Service Improvement Program

(CSIP)

Presentation -- August 11, 2002

Customer Service Improvement Project Michigan Treasury

Providing tools for superior customer service

Team

• CSIP Team

• Project Background

• Demonstration

• Conclusions

• Discussion

AGENDA

(2)

Customer Service Improvement Project Michigan Treasury

Team

Project Team

•

Julie Croll

- Project Sponsor

•

Nancy Taylor

- Project Champion

•

June Summers Haas

- Project Champion

•

Stephen Hilker

- Customer Service Director

•

David Borzenski

- Contract Administrator

•

David Gilliland

- Project Manager

•

Roger Dooley

- Accenture Project Director

•

Rick Windham

- Accenture Project Manager

•

Heather Pacini

- Accenture Consultant/Training Lead

•

Sandra Engle

- Maximus Quality Assurance

•

Leigh Ann Miller

- Siebel Technical Account Manager

Customer Service Improvement Project Michigan Treasury

Team

• CSIP Team

• Demonstration

• Conclusions

• Discussion

AGENDA

(3)

Customer Service Improvement Project Michigan Treasury

Team

Project Background

- Business Process Re-Engineering

•

Business Process Re-Engineering Study

–

Deloitte Consulting - October 1999 – July 2000

–

Product/Integrator Selection – July 2000 – September 2001

•

Problems – Key Weaknesses

1. Significant customer service time spent on status related queries

2. Excessive busy signals in the Individual Income Tax call center

3. Long turnaround times for answering inbound correspondence

4. Limited and inconsistently used channels of communication with customers

5. Low resolution percentage on customer problems on the first contact with Treasury

6. Little data collected on customer problems or issues

7. Little data collected and reported on Treasury customer service effectiveness

Customer Service Improvement Project Michigan Treasury

Team

Project Background

Business Objective – A focused Organization

More Audit, Discovery, Collections Staff

Redeployment of

staff to higher

value added

tasks

Redeployment of

staff to higher

value added

tasks

More Front Office Staff More Analytical Staff

Organization Design

BENEFITS

(4)

Customer Service Improvement Project Michigan Treasury

Team

Project Background

Business Objective – A focused Organization

Redeployment of

staff to higher

value added

tasks

Redeployment of

staff to higher

value added

tasks

Siloed Information to Specialization

Individual

Tax Operations in Silos

Tax Processing

Customer Service

Tax Enforcement

Organization Redesign

Single Bus. Motor Fuel

Sales, Use, W/H

Customer Service Improvement Project Michigan Treasury

Team

Project Background

Business Objective- Improve Customer Service

Taxpayer Returns and Remittances Internet Self Service Phone Center E-Mail Fax Customer Inquires

Legacy

Applications

Decision

Support

Internet Telefile E File Imaging 2D Barcode

New Channels Integrated Tools New Channels

Integrated Tax View Contact History WorkflowMgmt. Siebel Software Customer Relationship Mgmt Customer Service Representatives

(5)

Team

Project Background – Best

Practices Approach

•

Implement Commercial Off-The-Shelf Software

•

Selected Siebel Customer Relation Management (CRM)

•

Improved Procurement Process – Teamwork Period

•

Incremental Roll-out of Functionality

•

Integrated Team: Treasury, DIT, Accenture, Siebel, Maximus

•

Accenture-Proven Commercial Best Practices

– Government/Call Center Specialists

– Accenture Government Solution Center – Reston, Virginia

– Accenture on-going Maintenance & Support Team

Customer Service Improvement Project Michigan Treasury

Team

Project Background

– System Overview

CTI Integration Integrated View of Tax Info Document Scanned in FileNET FileNET Workflow Triggers Activity User Completes Form Siebel Creates Service Request User Authentication User Sends

E-mail Auto Response toE-mail

Phone Call Incoming Paper Correspondence Web Service Requests Full Web Service Free Form E-mail Milestone 1 - Jan 2002 Contact History Tax Info SIEBEL Legacy Info Tax Systems 1 2 3 4 5 6 7 8 9 *8# Screen Pop Agents Depts. Self-Service As needed Primary Customer Service Representatives Inquires on Status of Tax Processing Siebel Retrieves information and records contact Web Tax Status Inquires

Skills

Based

Work

Flow

Mgmt

. Daily Refresh Siebel expands Information Retrieval & Records

Contact Milestone 2 - Aug 2002

(6)

Team

• CSIP Team

• Demonstration

• Conclusions

• Discussion

AGENDA

Customer Service Improvement Project Michigan Treasury

Team

28 Customer Service ImprovementProject

(7)

Team

Customer Service Improvement Project Michigan Treasury

(8)

Team

Customer Service Improvement Project Michigan Treasury

Team

• CSIP Team

• Demonstration

• Conclusions

• Discussion

AGENDA

(9)

Customer Service Improvement Project Michigan Treasury

Team

Milestone 1 Key Successes

•

Rapid Implementation

– CRM Pilot implemented 10 weeks after contract award

– IIT and SBT Call Centers “Go Live” January 29

•

Successful leading edge technology integration with MIPC and DMB Telecom

•

Knowledge Transfer

– Treasury Trainers providing instruction for Treasury Staff

– 80 Customer Service Representatives trained and use CRM daily

– Systems operations now performed by Treasury staff

•

Performance data available to Treasury Management

Customer Service Improvement Project Michigan Treasury

Team

Milestone 1 Key Metrics –

Individual Taxpayers

Contacts with Service Requests

Inquires requring further research - open a Service Request 6% 94% of Inquiries resolved on First Call (No Follow-up Required)

IIT Call Reasons - February, 2002

Where's My Refund 36%

Tax Prep - IIT 16% Tax Prep (Gen Info)

13% Other 9% Tax Forms 8% Redirect Call 5% Offsets 5% Special Projects 5% Department Letter Issue

2% Payments

(10)

Team

Milestone 1 Key Metrics –

Business Taxpayers

Contacts with Service Requests

Inquires requring further research - open a Service Request 5% 96% of Inquiries resolved on First Call (No Follow-up Required)

IIT Call Reasons - February, 2002

Where's My Refund 36%

Tax Prep - IIT 16% Tax Prep (Gen Info)

13% Other 9% Tax Forms 8% Redirect Call 5% Offsets 5% Special Projects 5% Department Letter Issue

2% Payments

1%

Team

Project Objectives

“When all is said and done”

• Problems – Key Weaknesses

– Significant customer service time spent on

status related queries

– Excessive busy signals in the Individual

Income Tax call center

– Long turnaround times for answering

inbound correspondence

– Limited and inconsistently used channels of

communication with customers

– Low resolution percentage on customer

problems on the first contact with Treasury

– Little data collected on customer problems

or issues

– Little data collected and reported on

Treasury customer service Effectiveness

• Solutions – Project Objectives

– Establish self-help channels - Internet & IVR

– Reduce call volume by making back-end changes

– Push tier 1 calls to self-service - focus on tier 2 calls

– Match customer with most appropriate skilled agent

– Scan correspondence and automate workflow

– Establish metrics of queue lengths

– Establish Internet and email

– Develop a world-class center with multi-skilled agents

– Match customer problems with appropriate agent

– Consolidate customer information

– Collect information for metrics database

– Create management reports from metrics database

(11)

Customer Service Improvement Project Michigan Treasury

Team

The Future

•

CRM System applicable to other State agencies

– Retirement

• Accenture functional assessment in progress

– Community Health

– Unemployment Assistance

– Others

• eMichigan, Family Independence Agency, State Police, • Elections Division, Secretary of State, Lottery, • Consumer and Industry Services

•

Project Methodology applicable to other State agencies

– Technology Integration can be leveraged

– Knowledgeable resources in DIT, MIPC & Telecom

– Solid Process for rapid implementation

– Treasury CRM design can be leveraged