City and County offices need to communicate in an effective, timely manner with the people they serve. With new technologies, ATI can automate many processes that are currently manual, time-wasting, and require large human resource budgets.

Think about it, there are only so many hour in a work day and each office has only so many staff members to handle the ever-increasing workload.

Now imagine hours of each day that used to be dedicated to manually answering phones and updating databases can now be redirected to handle more productive or complicated matters.

Enhance communication with, and responsiveness to, the public with technologies such as:

  • Enhanced IVR (Interactive Voice Response)
  • Speech Recognition
  • Web Bill Pay
  • ScreenPops
  • Web-Based Admin & Reports
  • Process Automation (Task Management)
  • Unified Communications (desktop phone, voicemail, email, mobile, text, chat , fax)

Enhanced IVR is the cost-effective solution for most Cities and Counties today. The public demands the convenience and quick response that SELF-SERVE OPTIONS can fulfill versus traditional long-wait queues and live agents. Not only can 50% of calls be handled by the IVR, but the IVR can be used for:

  • Billing reminders and collections
  • New service availability announcements
  • School announcements
  • Inclement weather announcements
  • Benefit information
  • Utility outage alerts
  • Natural disaster alerts
  • Homeland security alerts and announcements
  • Permit and license renewal systems
  • Schedule appointments for inspections

Utilities

Adding an Interactive Voice Response (IVR) phone system gives people more rapid access to vital account information and allows people to pay their bills by phone 24 hours a day, seven days a week. The phone system is an efficient way to increase customer service options without adding significant expense to the City. The service can also complement an online bill pay service.

In a few simple steps, customers can check account balances, review bills and last payment made, make a payment, and respond to prompted questions. This is the type of convenience that is expected by busy people today.

The IVR also frees up customer service personnel during the day to provide better service to walk-in customers.

  • Bill Pay
  • Reminders via phone or SMS (Mobile Messaging)
  • Balance/Account Status
  • Service Cut-Off Warning

Public Works

PERMITS / ENVIRONMENTAL HEALTH
A common use of IVR is scheduling of tasks or appointments. A typical IVR-assisted scheduling application uses both inbound and outbound IVR. Normally, inbound IVR is used to register a new appointment while outbound IVR is used for remainder or rescheduling of the appointment if any. This is very convenient for Building Inspection Scheduling & Status.

  • Applications
  • Payments
  • Building Inspection Scheduling & Status

Tax Collector

Offices and agencies responsible for collecting taxes use IVR solutions to place Automatic Payment Reminder Calls to customers both before and after payments are due, reducing uncollected fees and legal problems for citizens.

Cut down on the flood of calls that should be handled by Assessor. IVR can direct call to the proper office and provide self-serve options for the following:

  • Property Tax Payment
  • Multiple Installments/Due Dates (complexity handled)
  • Exemptions/Late Fees
  • Supplemental Payments

Child Support Services

Our IVR application avoids confusion and 20% of calls going to wrong agent/operator. The caller cannot “0” out. An account number must be provided for transfer to the appropriate party.

  • Payment info to both non-custodial and custodial parents
  • Payment by Credit Card over phone

Public Health

Reduce administrative costs associated with Employee Safety Tracking and Response processes. An IVR solution can eliminate the need for a dispatcher and/or after-hours call center resulting in significant operational savings. With access to field employee information 24/7/365 via the phone or Web, Program Directors and safety coordinators can make notification decisions in real time.

RESOURCES