The Arkansas.gov Help Desk team won a Gold Award for Customer Service Department of the Year in the Public Services and Education category at the 2020 Stevie® Awards Gala on Feb. 28 in Las Vegas. The team also took home the Silver Award for Best Customer Satisfaction Strategy.
The team was chosen from among more than 2,600 nominations from organizations across 48 nations. Finalists were determined by the average scores of more than 180 professionals worldwide working in seven specialized judging committees. Entries were considered in more than 90 categories for customer service and contact center achievements.
“We are honored to be recognized with this prestigious award for outstanding customer service,” said Christy Warner, Arkansas.gov Customer Service Desk Director. “We strive to create a remarkable customer experience that is noticeable and different, and we were able to accomplish this due to the hard work and passion of our team.”
The Arkansas.gov Help Desk team consists of six customer service representatives who provide front-line technical support for the 230 agencies and tens of thousands of citizens who use Arkansas government websites and online services every day. Developed as the customer service arm of the Information Network of Arkansas (INA), the team also provides support to users of Arkansas.gov and its over 950 online services.
In 2016, the team began a dramatic and intentional transformation in its approach to providing top-notch customer service. In just three years, the Arkansas.gov Help Desk has created a 5-star customer service “BRAND” and implemented standard processes, self-service tools, chatbot automation, customer feedback programs and KPIs — all resulting in 96% customer satisfaction and 98% partner satisfaction ratings.
The Stevie Awards for Sales and Customer Service are presented by the Stevie® Awards, which organizes several of the world’s leading business awards shows including the prestigious International Business Awards® and the Stevie® Awards for Great Employers. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide.
About Information Network of Arkansas
The Information Network of Arkansas (INA) is a public-private partnership between the state of Arkansas and the Arkansas Information Consortium (AIC) that helps state government entities web-enable their information and services. Little Rock-based AIC is celebrating 23 years as the state’s official digital government services partner and is part of digital government firm NIC’s (Nasdaq: EGOV) family of companies. A local tech employer, AIC was named among the 2019 “Best Places to Work in Arkansas” by Arkansas Business. INA operates Arkansas.gov, the official website of the state of Arkansas, which offers more than 950 state and local online services.
NIC Inc. (Nasdaq: EGOV) launched the digital government industry in 1992, and continues to lead it, providing a secure payment engine and thousands of digital government solutions across a network of more than 6,000 federal, state, and local government agencies. In addition, NIC is a leading provider of outdoor recreation solutions, with 1 out of 6 hunting and fishing licenses in the United States sold using an NIC service. The company created the nation’s first personal assistant for government and comprehensive mobile platform, Gov2Go®, as well as the innovative, data-driven prescription drug monitoring platform, RxGov®. More information is available at www.egov.com.