Time to get back to the blog.
At the annual Florida Sterling Conference they always tell us that it okay to use someone else’s best practice. It makes sense not to reinvent the wheel but from my experience it rarely happens.
Each year we do thousands of appointments for our customers so they don’t have to wait. It also helps us better manage the crowds. Out IT staff developed a very slick application developed in Fox Pro to manage it and we used it for years. The only problem was that our staff had to book the appointments and Fox Pro was discontinued in 2007. So recently we began to look a new more innovative approach.
After much due diligence and comparison of several systems we ended up going with a web based application that was already used by the Alachua (Gainseville) and Okaloosa (Crestview) County Tax Collector offices. The photos provided were matrices written up on a wall to look over all the options each system had available. It looked so impressive we hated to erase it.
The online appointment system went live Monday February 2nd but wanted to share what it took to make it happen:
- 508 cumulative hours spent (research, testing, meetings, set-up, training, etc.)
- 37 FAQs updated on website
- 33 Customer Information Publications updated
- 11 webpages on taxcollector.com updated (1 of which was created for appointment-related transactions)
- Media release announcing system rollout
- Brand new “Schedule Appointment” button on front page of taxcollector.com
- Revamp of our lobby PC interface (layout, added new section to schedule an appointment)
- 102 email templates and 19 recorded voice transaction boxes updated
- 90 staff members trained on using new system (front line staff, receptionists, and field service staff)
- Manual input of 652 appointments into the new appointment system that were scheduled in the old appointment system for February and March
In the first four days 573 appointments were scheduled
- 476 (83%) of which were scheduled by customers online
- 79 were scheduled while the office was closed
- Various times of the day; i.e. 7 PM, 9 PM, 1 AM, 5 AM
Assuming that it previously took our associates an average of 2 minutes to schedule an appointment in our old appointment system, those 476 online customer-scheduled appointments saved our associates 952 minutes of processing (almost 16 hours or 2 man days).
With the new online appointment system, we are averaging over 140 appointments scheduled/day.
In the old appointment system, only offering during our working hours (9 AM- 5 PM) during the last week prior to rollout (January 26 – January 30), we averaged 72 appointments scheduled/day.