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Over the past year, the ODOT Contact Center team has been working diligently to identify ways to best serve our customers. They piloted new technology, gathered large amounts of data, and received and implemented multiple pieces of feedback from ODOT employees.
After extensive review, the Contact Center is being re-structured to better align with agency operations. Soon, they will begin the transition to route customer calls back to the District (or Central Office mainline) phone. This will allow for more localized customer service and continue to position ODOT for the future.
This approach will include individual call queues with standard messaging and menu options for each district and Central Office. Callers will be routed to the appropriate queue based on the number they dial (i.e., District or Central Office). Each location will staff their own phone lines during business hours.
The current pilot locations (CO, 1, 2, 3, 4, 5, 8 and 9) will make this transition beginning October 28th. The remaining Districts will make the shift on November 12th.
ODOT has also secured a vendor to assist in building future technology to improve efficiency, enhance customer experience and open new avenues for the motoring public to contact the agency.
Regular agency-wide updates from the Contact Center will be discontinued. Contact Maria Johnson for any individual questions or concerns.
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