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Cityworks User Spotlight: Long Beach Public Works
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Jefferson County is located in the north-central section of the state of Alabama. The area was initially settled in the 1830's as a farming community, but soon grew through the iron and steel industry. The railroads that come through the area aided in it's economic boom, and allowed cities like Birmingham to grow by leaps and bounds. Still growing, the county services about 657,674 citizens throughout its various cities.
Jefferson County has utilized Cityworks for service request creation for about two years now, primarily using the Call Center application. Their call center setup is a quite a bit more complex than a traditional system. Not only do dispatchers receive service request calls, but they also create work orders, manage radio traffic, and route their own calls. The county maintains a hotline number for callers. When someone calls, they are prompted to press 1 for a dispatcher, press 2 for frequently asked questions, and 3 for additional options. The computer efficiently handles about 40% of all calls received at the call center with the frequently asked questions option. For those callers in need of a dispatcher, the system can support up to eight calls simultaneously by placing each caller into a queue. Once the computer system answers the phone, it uses caller-id to do a reverse phonebook lookup to retrieve the caller's name and address. Each caller's information is then displayed in a window on the dispatcher's computer monitor. Once a dispatcher selects to answer a call, the call is routed into their headset. The caller information is then automatically placed into the Cityworks service request form.
The Jefferson County project was contracted through Azteca's business partner US Infrastructure, Inc. In addition to providing Cityworks applications, US Infrastructure has aided Jefferson County with their monthly report system. This report writer allows Jefferson County to analyze call issues like monthly totals, time callers spend on hold, time spent listening to frequently asked questions, etc.
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