"Technology increasingly plays an integral role in improving the level of service we deliver to the public on a daily basis," explained Tricia Crozier, Chief Administrative Officer of King County Court. "Together with SolutionsIQ, we developed a new call center system that allows our staff to handle more in-coming calls, while reducing the time it takes for citizens to speak directly with a court clerk and receive assistance."
King County, Wash., District Court Wins Award
"We developed a new call center system that allows our staff to handle more in-coming calls, while reducing the time it takes for citizens to speak directly with a court clerk and receive assistance."
King County District Court was recognized at the 2008 Washington Technology Industry Association's prestigious Industry Achievement Awards (IAA) for the development of a new call center system that provides improved service to the community. The King County District Court technology project took top honors in "Best Use of Technology in the Government, Non-Profit or Education Sector" category. The annual awards are considered one of Washington's most distinguished technology events, attracting more than 1,000 business and community leaders who drive the growth of the Northwest's technology industry.
"Technology increasingly plays an integral role in improving the level of service we deliver to the public on a daily basis," explained Tricia Crozier, Chief Administrative Officer of King County Court. "Together with SolutionsIQ, we developed a new call center system that allows our staff to handle more in-coming calls, while reducing the time it takes for citizens to speak directly with a court clerk and receive assistance."
King County District Court receives nearly 500,000 phone calls annually. The call center is vital to assist the public with questions and concerns related to the nearly 250,000 cases processed in the court on a yearly basis. The enhanced call center system has achieved dramatic results. Utilizing existing technology and resources, the court has reduced the average wait time before reaching a clerk from four minutes to 58 seconds, and increased the number of calls answered by 658 calls per week.
"Technology increasingly plays an integral role in improving the level of service we deliver to the public on a daily basis," explained Tricia Crozier, Chief Administrative Officer of King County Court. "Together with SolutionsIQ, we developed a new call center system that allows our staff to handle more in-coming calls, while reducing the time it takes for citizens to speak directly with a court clerk and receive assistance."
