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 FY2026:

•  Tyler Hawaii provided 7,936 labor hours via a 4 person customer service team.
• There were 55,053 total interactions (phone calls, online chats, emails, and application feedback), which represented a 7% decrease from FY2025. This was due in large part to the following:
• Diamond Head Park Reservations support total was 3,703 in FY2026 with a net decrease of 31% (-1,713) or 5,416 from FY2025
• State Camping support total was 2,093 in FY2026 with a net decrease of 48% (-1,974) or 4,067 from FY2025
• Kona Low storms led to state park closures prompting numerous refund requests from customers from March to April 2026
• Miscellaneous support grew from a total of 2,753 in FY2025 to 5,850 for a net increase of 112% (3,097) 
• Medical Cannabis Patient Registry (2,878 phone calls versus 800 combined online chats and emails), Payment Platform (1,467 phone calls versus 401 combined online chats and email), and MyHawaii Single Sign On (2,193 phone calls versus 1,760 combined online chats and emails) were the largest shifts to voice support indicating that customers preferred calling about these services rather then using email or online chats
  • For Payment Platform, payment errors have the phone number as the only channel to contact customer service. Future state is to include email and chat channels as well as ability for the public to use a self service form
  • For My Hawaii Single Sign On, citizens may want to contact someone right away versus using email or chat. Future state is to use email as the primary channel for better troubleshooting
• Transient Accommodations Tax Payments for County of Maui launched December 1st, 2025 and County of Kauai February 2nd, 2026 accounted for 1,242 requests or 2% for the total of support. Of the 1,242 requests, 680 or 54% the interactions were phone calls
• Of the total interactions, 37,735 (68%) of them required technical assistance as designated by the attending customer service team
• Satisfaction score that measures citizen feedback after interacting with Tyler Hawaii customer service was at 87.2%
• There were, on average, 4,587 interactions each month, which is about 264 interactions per week per customer service team member
• Phone call inquiries totaled 21,946 (39%) 
• Over eighty-eight percent of email inquiries are resolved on the first contact (88.4% 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 and 9 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, 2025 to June 30, 2026 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 71% 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 FY2026.

• 38,422 feedback submissions received in FY2026, up 3.2% from 37,217 in FY2025
• 14,236 comments received in FY2026, down .75% from 14,344 in FY2025
• Of the 38,422 visitors who provided feedback, 77.9% reported they had a positive experience, while 13.0% reported they had a negative experience.
  • Positive customer sentiment feedback included the following:
    • “As a first time user of this website, I was a little confused about how to proceed, but the eHawaii.gov Customer Service Team patiently helped me navigate. Kudos!”
    • “Excellent support. I had to call for support yesterday. Spoke with Norman. Great customer service. Mahalo”
    • “The customer service individual made it stress free and was very patient in directing me through the process. It was much appreciated! Thank you”
  • Negative customer sentiment feedback included the following:
    • “The IRS compliance piece has gotten significantly more difficult.”
    • “Get rid of the ridiculous “service charge” when paying by bank account.”
    • “Downloading NED attestation was difficult to navigate- took over 1 hour”