Halifax Regional Municipality, Nova Scotia Call Centre Processes One Million Citizen Service Requests
FOR IMMEDIATE RELEASE:
Press Contact Information
Jennifer Barron
Marketing Department
Hansen Canada
tel: 905-272-5929 ext. 261
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Mississauga, Ontario, September 21, 2004 - Hansen Information Technologies (Hansen®) announced today Halifax Regional Municipality (HRM) has processed one million citizen and business service requests through Hansen’s Call Centre Solution. HRM’s Call Centre handles anywhere from 1,500 to 2,000 calls from citizens per day relating to public transit, garbage collection, snow removal, taxes, by-law enforcement and general questions about the municipality with a 93% resolution success rate. The one millionth milestone call was logged on August 12, 2004, for a broken traffic light and resolved through HRM’s Department of Public Works and Transportation.
“The response to Hansen has been extremely positive, especially from our customer service representatives,” said Geri Kaiser, Director of Shared Services, Halifax Regional Municipality. “Our greatest results are with customer satisfaction levels and our ability to resolve day-to-day issues efficiently and effectively. Moreover, HRM experienced first-hand the benefits of the system when we dealt with two environmental emergencies in the span of six months: Hurricane Juan and the snowstorm of 2004—tagged ‘White Juan’. During these two events alone, we logged over 45,000 service requests in Hansen and resolved a high percentage of them in the days immediately following.”
HRM implemented Hansen’s Customer Service module in July 2002 to support its corporate call centre and related clients including the Municipality's Public Works, Transportation, Parks, Finance, Transit, Solid Waste, Community Projects, and Pesticide departments. More than 200 staff members have been trained on the Hansen system. HRM intends to continue rolling out Hansen Customer Service to the entire organization over the next year including functional areas such as Traffic Services, Insurance, Planning & Development, and non-emergency Fire and Police. The municipality has distinguished itself by deploying Hansen’s CRM faster than any other similar-sized agency in the world.
The percentage break-down by call type are as follows:
- Transit Calls - 52%
- Snow Calls - 10%
- General HRM questions - 15%
- Taxation - 3%
- Parking Enforcement - 2%
- Garbage Collection Inquiries - 2%
- Miscellaneous - 16%
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About Halifax Regional Municipality
Less than two hours by air from New York and Toronto, Halifax Regional Municipality (population: 359,000) is, by its own right, a cultural hub teeming with an impressive array of entertainment, museums, galleries, historic sites, fine restaurants, beautiful gardens and exciting nightlife. Comprised of the former cities of Halifax and Dartmouth, the Town of Bedford and the County of Halifax – an area larger than Prince Edward Island, and home to forty percent of the province's population, Halifax Regional Municipality is home to picturesque seaside towns, sun-drenched beaches and miles of rugged shoreline. Metro Halifax is the commercial, educational, research and technological centre of Atlantic Canada. Six universities, an excellent college system and several leading research institutions, make our citizens the best educated in Canada. HRM is consistently ranked as one of the best places to do business in North America. In addition to Hansen’s Call Centre solution, HRM has also implemented Hansen’s Asset Management, Permitting, Condition Assessment and Pavement Management solutions, bringing HRM’s vision of an “integrated city” closer to a reality than ever before.
About Hansen Information Technologies
Hansen is the world's leading provider of applications that help manage the daily operations of government. Hansen's integrated suite of performance management solutions include Enterprise Asset Management (EAM), Building Permit, Business Licensing, Business Intelligence, Citizen Relationship Management (CRM), Code Enforcement, Financials, GIS, HR & Payroll, Property Tax, Timesheet Reporting, Transportation, Utility Billing, and Web Portal applications. Major customers include 15 of the 25 largest city and county governments in the United States.
Headquartered in Rancho Cordova, California (as of March 2005), the company is a privately-held corporation employing over 250 people.
For more information, please visit Hansen's Web site at www.hansen.com.
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