Featured Story

Customer Service

Governments rely on web services to provide many things to citizens, including information and the ability to purchase licenses, permits, and documents 24/7.  Agencies also want to ensure that they are providing the public with a high level of customer satisfaction, and a positive user experience. This has grown in importance as citizens rely heavily on web services to interact with the government. 

Tyler Hawaii recognizes this. We provide multiple ways for the public to express their satisfaction level and to have their questions answered.  We host a 3.5 person Customer Service team that relies on both traditional and new ways to support our web services. Traditional ways include answering phone calls and emails. Our response time for emails is within approximately 1.5 hours, and over 75% of inquiries are handled within a single interaction.

Email response time is within 1.5 hours, and 78% of email inquiries are handled within a single interaction. This covers 159 web services.

These methods are complemented by online chat and the public’s ability to quickly and easily submit feedback at any time while using our 159 web services. Almost 25 years of working with Hawaii government and the public have positioned us well to handle all kinds of inquiries, even when the issue is outside of web service support and we need to refer sometimes frustrated users to the right source of information. This was particularly important after the Maui fire occurred in August 2023 as we continued to receive inquiries for months after the tragedy.

We make it easy for users to provide feedback. They can contact an agent or simply select a happy, neutral, or unhappy face on the site, adding an additional message if desired. This year we began reporting on user feedback at our bi-monthly Access Hawaii Committee (AHC) meetings, sharing public sentiment with the AHC board, agencies, and the public. 

We use the feedback to communicate with agencies, improve services, and update information shown to users. Our Customer Service team saw that some Hawaii Compliance Express vendor users did not understand how to comply with the requirements, so we revised Frequently Asked Questions and online contextual help. We then worked with an agency to bring its offline form online, and saw a high level of positive feedback result.  Information was added to the Narcotics Enforcement Division license renewal service, again resulting in an improved user experience and a happier public. In another case, our Customer Service team recommended that online camping information be revised, and again users’ views of the process improved.

The Customer Service team is anything but passive. They are goal-oriented and when there are inquiries or problems, they pursue solutions as well as providing immediate responses. When heavy rains closed a park for four days, a thousand refund requests came in. The team stayed organized and dedicated a considerable amount of time to processing these refunds. This was on top of the normal daily workload. Our customers were very grateful that they were refunded in a timely manner without having to jump through extra hoops.

We are proud of our team and believe that if you find yourself interacting with them, you will be impressed too.