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 FY2025:

•  Tyler Hawaii provided over 7,900 labor hours via a 3.5 person customer service team. 2 extra customer service support team members were hired in April 2025 for the launch of MyHawaii Single Sign On (SSO). The customer service team is now a total of 5.5 persons.
• There were 59,360 total interactions (phone calls, online chats, emails, and application feedback), which represented an 6% increase from FY2024. This was due in large part to the following:
  • MyHawaii Single Sign On (SSO) Launched in April 6th, 2025 accounted for 2,209 requests or 4% for the total of support
  • Miscellaneous support grew from a total of 2,087 in FY2024 to 2,753 in FY2025 for a net increase of 32% (+666)
  • Vital Records grew from a total of 3,795 in FY2024 to 4,583 in FY2025 for a net increase of 21% (+788) partially due to the Department of Health Vital Records office printer malfunctions in early FY2025, leading to further delays in issuing certificates and increased customer inquires.
  • Launching new services such as Attorney General Auctions and Transient Accommodations Tax (TAT) increased inquiries by 35 and 345 respectively.
  • GoState Park Issues accounted for 6,718 inquiries
    • Issues related to non-residents purchasing entry only tickets when visitors are required to buy entry and parking fees from May to July 2024.
    • Honolulu Marathon on December 8th.  Due to road closures, ticket holders were unable to access the park and subsequently requested refunds in December 2024.
    • A winter storm storm led to a surge in volume, prompting numerous refund requests from customers from January to February 2025.
  • State Camping inquires also increased to 699 due to the winter storm.
• There were, on average, 4,947 interactions each month, which is about 288 interactions per week per customer service team member
• Phone call inquiries totaled 16,049 (27%) 
• Over three quarters of email inquiries are resolved on the first contact (80% 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 2 hours and 25 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, 2024 to June 30, 2025 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 60% 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 FY2025.

• 37,217 feedback submissions received in FY2025, up 29.4% from 28,762 in FY2024
• 14,344 comments received in FY2025, up 28.1% from 11,200 in FY2024
• Of the 37,217 visitors who provided feedback, 80.7% reported they had a positive experience, while 12.0% reported they had a negative experience.