March 30, 1999
Making Customer Service Work in DC
District Government Unveils Improved Service Centers
and New "DC Call Center"
Washington, D.C. – Mayor Anthony A. Williams is moving forward with his commitment to improving customer service in District government. With the assistance of Sheryll Hobbs-Newman, Director of Customer Service, who has facilitated recent progress in the implementation of a consistent standard of customer service for the District government, two more of Mayor Williams' Short Term Action Agenda Goals will be met.
Improved Service Centers
March 31st will mark the first day of business for the new Department of Employment Services (DOES) Customer Relations Unit, located at 500 C Street, NW. DOES will be the third of four designated agencies to open an improved service center. The Departments of Consumer and Regulatory Affairs (DCRA), and Health and Human Services (DHS) have already opened new service centers in the past two weeks.
"We see this as the first step in what we are calling the complete rejuvenation of DOES," states Greg Irish, Director of DOES. "It is our goal to completely change how we interact with residents in providing necessary, vital services."
The Customer Relations Unit, which will be responsible for answering DOES telephone calls and greeting citizens who need direction and assistance, will be open Monday to Friday, 8:30a.m. – 5p.m. Citizens can also call (877) 319-7346 for assistance and information regarding disability compensation, unemployment compensation issues, assistance for dislocated workers, first and second level compensation case appeals, employment assistance, wage and hour inquiries, and more.
The Department of Motor Vehicles (DMV) is the only agency of the four designated by Mayor Williams to not meet the March 31st deadline for opening an improved service center.
"Our employees at DMV are working hard, but customer service is not where citizens expect," said Mayor Williams. "I am committed to working until we get it right"
"DC Call Center"
Mayor Williams will fulfill his pledge to improve access and service delivery in District government via phone with the introduction of the DC Call Center.
Beginning April 6, the DC operator function will be expanded to become the DC Call Center. 727-1000, the District's main number, has been expanded and greatly enhanced to include 25 well-trained representatives; a new automated telephone system; a database of current information for agency contact and personnel; and a computerized service request referral system.
"This new call center is the first step on a long road to change from 'I don't know', to 'How may I help you'," states Hobbs-Newman. "We will be making many more improvements in areas such as telephone assistance, service centers, community outreach, and improvements to service delivery. This improved call center will create a foundation for our larger customer service plan for the District."
The call center will operate Monday to Friday from 7a.m. - 7p.m. Operators will be able to assist the district's diverse population in over 110 languages while giving customers information regarding agency services, and District personnel location.
