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MISSION: Crafting an Integrated, Streamlined & Efficient Customer Service System

This session showcases innovations in crafting an integrated and efficient customer service system within the vital records sector. Emphasizing streamlined processes, the approach features web-based registration, tracking of certified copies, and capabilities for complex document management such as adoptions and legal corrections. Significant improvements include a 56% increase in expedited service requests over five years and the ability to handle over 276,224 document requests annually. Future enhancements will focus on online customer requests, making vital records more accessible.

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MISSION: Crafting an Integrated, Streamlined & Efficient Customer Service System

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Presentation Transcript

  1. NAPHSIS & CDC/VSCP Annual Conference State Innovations Session MISSION: Crafting an Integrated, Streamlined & Efficient Customer Service System

  2. Opening When Someone Has Provided You With Exceptional Service, Write a Note to His or Her Boss. • Life’s Little Instruction Book, Volume II

  3. Unique Texas Facts • Original Request Processing/Customer Service) system developed in 1994 • In 2003, State Office issued over 276,224 birth, death, marriage/divorce and heirloom documents • Filed over 38,758 amendments, adoption, paternity, name changes, delayed birth record, disinterment permit • Expedited (fax) services increased over 56% in the past 5 years • Over 93,960 requests

  4. Request for Funding Proposal • Released in 01/03 • Web-based electronic birth registration & customer service system • Future options to expand to include death, marriage and divorce modules • Awarded contract in 04/03

  5. Specific Contractual Requirements • Integrated with birth registration system • Fee processing • Document control • Customer service requests • Indexing • Other administrative functions

  6. Other Requirements • Address security and tracking issues identified by Internal Audit staff • Strengthen ability to conduct random audits • Develop a supervisor tier approval process • Streamline process – work from beginning to end without having to change systems

  7. Sample Screen Shots

  8. Texas Specific Features • Ability to perform Adoptions, Paternities, Legal Corrections and Unsealing of records without review by another user • Tracking of certified copies for records that were issued from archives • Issuing of Heirloom certificates • Tracking issuances of & flagging records when 10 or more copies printed • Capability to resolve a refund transition

  9. Cont’ - Specific Features • Capture remittance ID number when request is created • No fee request type • Partial payments & cross reference request to one other • Capture document control # when certified copy issued • Import data to & from Fiscal Office

  10. Cont’ - Specific Features • Capture remittance ID number when request is created • No fee request type • Partial payments & cross reference request to one other • Capture document control # when certified copy issued • Import data to & from Fiscal Office

  11. Cont’ – Specific Features • Manager Screen • Allocation of work to user’s work queue • Rerouting work from one user’s queue to another user’s queue • Logging document control #s of security paper

  12. Future Enhancements • On-line Customer Requests • Customer would make initial request via the internet/website/on-line • BVS contract with an entity to conduct that initial identification verification • Certificate would be processed by BVS staff • Mailed via regular mail or UPS/Federal Express

  13. Questions & Answers?

  14. Closing Never Lose Sight of the Top of the Mountain • Life’s Little Instructions Book, Volume II

  15. I look forward to working with you, as we embrace re-engineering system changes.

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