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Goal 4: Enhanced customer service

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Deliver IT solutions that increase productivity, improve efficiency, and elevate customer satisfaction.

Aligned to County Priority: Champion Excellence and Effectiveness

measure of success 93% net promoter score and 92% customer satisfaction

What success looks like

  • Proactive support to address technology issues before they arise.
  • Consistent engagement with customers to ensure alignment with operational priorities. 
  • Customers are empowered with self-service options to efficiently resolve IT issues.

Our why

Putting customers first, always. By continuously improving the services we provide and consistently delivering value that customers can measure, we aim to provide an outstanding customer experience.

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We will make progress by

  1. Improving service forecasting and cost models.
    Improve ability to forecast demand for services, develop a cost-effective model for delivering services, and provide a platform for transparent collaboration.
  2. Investing in a robust IT service management platform.
    Adopt a new enterprise services management platform that is reflective of the size, scope, and needs of the County's workforce.
  3. Evaluating and improving the customer experience.
    Develop a continuous process for measuring and improving services through data. We will utilize service management data, customer satisfaction surveys, conversational exchanges, set a baseline and establish goals. This will allow us to create a continuous cycle to measure and refine services. 
  4. Responding and resolving customer issues faster.
    Reduce customer wait times and improve customer satisfaction through a process reengineering effort that will address inefficiencies at customer touchpoints and bring efficiency through automation. 
  5. Enhancing timely communications.
    TSS will utilize communication channels that meet the customers’ fast-paced work environment. We will identify communication methods that provide the highest level of engagement and result in a better-informed customer base.