A: Customer Service Statistics

Overview

Our customer service team supports all portal services as well as miscellaneous calls received about the State of Hawaii.

The following are statistics from FY2024:

•  Tyler Hawaii provided over 6,700 labor hours via a 3.5 person customer service team
• There were 55,959 total interactions (phone calls, online chats, emails, and application feedback), which represented an 11.2% increase from FY2023. This was due in large part to the following:
  • Diamond Head Park Reservations questions increased more than 150%, (+3,930), dwarfing other changes in volume
  • Miscellaneous calls grew by 13% (+240)
  • Professional Vocational Licensing (PVL) grew by 11% (+248) because larger groups had license renewals
  • Decreases in visitor arrivals led to 16% decreases in both State Camping (-788) and Electronic Marriage and Civil Union Registration System (EMRS) (-411) 
• There were, on average, 4,663 interactions each month, which is about 321 interactions per week per customer service team member
• Phone call inquiries totaled 16,456 (29.4%) 
• Over three quarters of email inquiries are resolved on the first contact (78% First Contact Resolution rate) 
• One of our primary customer service goals is to respond to emailed inquiries within one business day. Over the past year, the average first response time was within 1 hour 35 minutes. 

Total Interactions by Channel

The diagram and table below show the total number of customer service interactions (phone calls, chats, emails, and app feedback) from July 1, 2023 to June 30, 2024 with count and percentage breakdown by interaction type.

Total Interactions by Channel

 Table A-1: Total Interactions by Channel

Top 10 Customer Service Inquiries

The following diagram and table show that 67% of our customer service inquiries span 10 services. 

Top 10 Customer Service Inquiries

 Table A-2: Top 10 Customer Service Inquiries

Customer Experience Feedback

CXsuite is a real time feedback platform that was launched in October 2019. It allows Tyler Hawaii and agency partners to better collect, evaluate, and act on comments, questions, and suggestions from Hawaii’s citizens and businesses.

This is a snapshot of the feedback submitted by users in FY2024.

• 28,762 feedback submissions received in FY2024, up 27.3% from 22,595 in FY2023
• 11,200 comments received in FY2024, up 14.5% from 9,782 in FY2023
• Of the 28,762 visitors who provided feedback, 84.4% reported they had a positive experience, while 8.9% reported they had a negative experience.