Norfolk, Virginia Public Works wins technology incentive award for customer service

The City of Norfolk, Virginia Public Works Department has received a Technology Incentive Award from the City to automate the call center activities of its Waste Management Division.

Sacramento, Calif., March 21, 2001 — The City of Norfolk, Virginia Public Works Department has received a Technology Incentive Award from the City to automate the call center activities of its Waste Management Division.

The money received from the award will be used to license additional seats of Hansen's eCRM solution. Norfolk has already implemented the solution at two other divisions within the Public Works Department to track and respond to citizen inquiries, requests for service, and complaints.

"Our Waste Management Division takes hundreds of calls each day and they have not had the tools in place to effectively track and follow up with citizen requests," said Bob Rychlicki, Norfolk's Programmer Analyst who has been working on the project. "Bringing this division online with the rest of the department will increase the efficiency in the way we issue and route service requests and decrease the time it takes to respond to our citizens."

Currently, the Waste Management division receives approximately 600-700 citizen calls each day with requests ranging from service changes to dead animal pick-up. In the past, these calls have been recorded into manual logs that are kept at each customer service representative's desk to record the requests.

By performing this function through Hansen's eCRM solution, the requests can be quickly recorded, sorted, and work requests assigned to the appropriate driver and route. A history of citizen requests and type of requests received will be available online and calls will be completed in a shorter amount of time thereby reducing unnecessary busy signals. Hansen is the only vendor in the marketplace with a fully-integrated suite of public sector applications that allow local governments to seamlessly take their citizen requests from problem to resolution.

In contrast, other vendors offering standalone call center and customer service systems rely heavily on multiple relationships with third-party vendors. By offering a single data model that incorporates asset management, field inspection, geographic information system (GIS), land management, and supply chain applications, Hansen is unique in offering a 360 degree view of a citizen or business. The City of Norfolk has been using the Hansen system for the last 4 years.

About the City of Norfolk The City of Norfolk was founded in 1682 and today is home to over 234,000 residents and the world's largest Navy base and harbor. The second largest city in the state, Norfolk encompasses 66 square miles and includes 144 miles of beach, riverfront, and shoreline.

Norfolk's Department of Utilities supplies water to almost 700,000 people including the populations of Norfolk, Virginia Beach, Chesapeake, and the U.S. Navy. They maintain over 800 miles of water mains, which range in size from 2" to 52", 4,000 fire hydrants, 17,000 valves and around 68,000 water service accounts. A very small portion of their system is well over 100 years old.

About Hansen Information Technologies Hansen Information Technologies is a leading software development company focused exclusively on Citizen-to-Government (C2G) and Business-to-Government (B2G) transactions. With over 180 employees in offices throughout the United States, Canada, Australia and New Zealand, Hansen's broad range of enterprise eCitizen Relationship Management (eCRM) solutions include Call Center, Building Permit, Business Licensing, Code Enforcement, Public Works, Work Management, Tax Administration, Transportation and Utility Billing applications. Resulting from its Microsoft Windows DNA development design, state and local government clients can implement one or more object sets utilizing a single integrated data model.

The combination of Hansen's public sector business process models, implementation methodologies and technical expertise enables Hansen to deliver tangible economic benefits to state and local governments. For more information, please go to the company's web site at or call 800-821-9316.

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