QMATIC...• Increased customer service options – improved customer experience ... October, 2014 – January, 2015 • Software Design Planning: February, 2015 – August, 2015

QMATICTanguler Gray

Child Support Director

Stronger Families for a Stronger Georgia 05/18/16

Vision, Mission, and Core Values

Georgia Department of Human Services

VisionStronger Families for a Stronger Georgia.

MissionStrengthen Georgia by providing Individuals and Families access to services that promote self-sufficiency, independence, and protect Georgia's vulnerable children and adults

Core Values• Provide access to resources that offer support and empower

Georgians and their families• Deliver services professionally and treat all clients with dignity and

respect• Manage business operations effectively and efficiently by aligning

resources across the agency• Promote accountability, transparency and quality in all services we

deliver and programs we administer• Develop our employees at all levels of the agency

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Table Of Contents

Georgia Department of Human ServicesDivision of Child Support Services 3

What is QMATIC? Slide 4

Why QMATIC? Slide 5

Implementation Timeline Slide 6

Now Serving Slide 7

Results - Dekalb Slide 8

Results - Fulton Slide 9

Results - Macon Slide 10

Wait Time Reduction Slide 11

Data Management Slide 12

Questions Slide 13

What Is Qmatic?

Georgia Department of Human ServicesDivision of Child Support Services

A market leading technology company providing customer experiencemanagement solutions that maximize the face-to-face serviceopportunities

The Qmatic system allows an organization to systematically managethe customer journey from the very first to the last customer touchpoint

Customer Flow Management links the service points together, helpingmanagers understand the dynamics of the customer’s visit andultimately their experience

4

Presenter

Presentation Notes

Customer Flow Management (CFM) a methodology invented by Qmatic that allows an organization to systematically manage the customer journey from the very first to the last customer touch point. The methodology connects the virtual and real world to create outstanding and consistent customer journeys through all channels. Customer Flow Management links the service points together, helping managers understand the dynamics of the customer’s visit and ultimately their experience. It stresses the importance of planning and monitoring the customer’s entire visit, also capturing data and information at each point of contact with a member of staff or self-service point to manage operations and drive efficiency.

Why Qmatic? • Increased customer service options – improved customer experience

• Decreased customer wait time

• Opportunity to streamline processes

• Improved performance

• Staff accountability/the amount of time spent on office visits by staff

• Use of recorded data to monitor and improve customer service opportunities

• Number of customers

• Longest wait time of the day

• Highest traffic time/ volume of customers

5

Implementation Timeline


• Equipment Cost Selection Analysis: October, 2014 – January, 2015

• Software Design Planning: February, 2015 – August, 2015

• Office Preparation: August, 2015 – September, 2015

• Installation and Training:

• Macon: September 28 – October 2, 2015

• Fulton: November 30 – December 4, 2015

• Dekalb: February 1 – 5, 2016

• Post Installation Support: Trainers on site the week of and followinginstall and continue to provide support via email when needed

Presenter

Presentation Notes

The software design planning phase was very long mainly bc this included all of the GETS negotiations, using the cloud, etc.

Georgia Department of Human ServicesDivision of Child Support Services

“Now Serving” Sign In East Point

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Results


3790

1715

65

747

1117

275

Dekalb4,298 Customers

February 1 – April 30, 2016

Apply for ServicesBICS GrantCase Status UpdateContempt CourtEstablishment CourtLicenseRev/Mod

Results


755 1

2345

94

652

1676

Fulton5,551 Customers


Apply for ServicesBICS GrantCase Status UpdateContempt CourtEstablishment CourtLicense

Results


3112

1165

350

354

713

Macon2,981 Customers


Apply for ServicesBICS GrantCase Status UpdateContempt CourtEstablishment CourtLicense

Wait Time ReductionFebruary 1, 2016 – April 30, 2016

Customer Service Expectation: 15 minutes or less

11

0

1000

2000

3000

4000

5000

6000

Macon Fulton Dekalb

2980

5581

4315

2814 2988

3987Total Customers

Customers waiting lessthan 20 minutes

Presenter

Presentation Notes

Read the numbers aloud. .. The expected customer service level is 15 minutes or less. This displays the number of customers that have waited less than 20 minutes.

Data Management


• System allows users to capture customer data• Create and communicate reports• Improvement based on facts and analysis• Real time and historical data• Optimize staff utilization

Questions?


Documents

QMATIC...• Increased customer service options – improved customer experience ... October, 2014 – January, 2015 • Software Design Planning: February, 2015 – August, 2015