The Hillsborough County Board of County Commissioners sought assistance in assessing its nine call center locations to improve overall customer service and satisfaction, with a focus on the utilization of a centralized intake function or outsourcing model. The goals for the project included reviewing performance and organizational structures to keep up with public demand, improving management/supervision, and reviewing Call Center technology, processes, and investment in human capital.
In addition, ISF incorporated best practices to achieve industry standards that align with the recommended strategy. ISF then presented findings to the County Board of Commissioners and supported the procurement process in the next fiscal year, following budget authorization.