1. The A, B, C’s of Starting A Customer Call Center Hampton Virginia May 2011

2. Albany, Georgia Population……………………………………………………………..…94,000 Population……………………………………………………………..…94,000 Date of implementation………………………………………....9/1/2009 Date of implementation………………………………………....9/1/2009 311 or 7 digit………………………………………………..311 and 7 digit 311 or 7 digit………………………………………………..311 and 7 digit Hours of operation…………………………………...8 a.m. – 5:00 p.m. Hours of operation…………………………………...8 a.m. – 5:00 p.m. Call volume………………………………………………………..…….24,000 Call volume………………………………………………………..…….24,000 Communication channels (e-mail-Internet-texts-mobile apps) Communication channels (e-mail-Internet-texts-mobile apps) Phone, Internet, e-mail Phone, Internet, e-mail Budget………………………………………………………………...$199,580 Budget………………………………………………………………...$199,580 Staffing level…………………………………..…1 full time, 7 part time Staffing level…………………………………..…1 full time, 7 part time Reporting relationships…………………..Division of IT Department Reporting relationships…………………..Division of IT Department Structure (city-county-utilities)………....City, County, and utilities Structure (city-county-utilities)………....City, County, and utilities Number of departments served……………..……………………….…49 Number of departments served……………..……………………….…49 Percentage of information vs. service calls………..……..77 vs. 23 Percentage of information vs. service calls………..……..77 vs. 23

4. Charlotte, North Carolina Population…………………………………………………….………….540,828 Population…………………………………………………….………….540,828 Date of implementation…………………………………………..July 2005 Date of implementation…………………………………………..July 2005 311 or 7 digit………………………………………………….311 and 7 digit 311 or 7 digit………………………………………………….311 and 7 digit Hours of operation…………………….7 a.m. – 8 p.m. 7 days a week including all holidays Hours of operation…………………….7 a.m. – 8 p.m. 7 days a week including all holidays Call volume………………………………………..1.8 million calls for 2010 Call volume………………………………………..1.8 million calls for 2010 Communication channels (e-mail-Internet-texts-mobile apps) Communication channels (e-mail-Internet-texts-mobile apps) Phone, Internet, e-mail texts, mobile apps Phone, Internet, e-mail texts, mobile apps Budget………………………………………………………………...$7,301,703 Budget………………………………………………………………...$7,301,703 Staffing level……………102 reps, 10 supervisors, plus support staff Staffing level……………102 reps, 10 supervisors, plus support staff Reporting relationships…………………………….City Manager’s Office Reporting relationships…………………………….City Manager’s Office Structure (city-county-utilities)………City, County and water dept. Structure (city-county-utilities)………City, County and water dept. Number of departments served………….9 city and 4 county depts. Number of departments served………….9 city and 4 county depts. Percentage of information vs. service calls………………….70 vs. 30 Percentage of information vs. service calls………………….70 vs. 30

6. Hampton, Virginia Population……………………………………………..…...............137,000 Population……………………………………………..…...............137,000 Date of implementation………………………………..September 1999 Date of implementation………………………………..September 1999 311 or 7 digit……………………………………………....311 and 7 digit 311 or 7 digit……………………………………………....311 and 7 digit Hours of operation……………………………………………………....24/7 Hours of operation……………………………………………………....24/7 Call volume………………………………………………..180,000 per year Call volume………………………………………………..180,000 per year Communication channels (e-mail-Internet-texts-mobile apps) Communication channels (e-mail-Internet-texts-mobile apps) Phone, Internet, e-mail Phone, Internet, e-mail Budget…………………………………………………….……………$480,000 Budget…………………………………………………….……………$480,000 Staffing level………………………….…….11 full time, 4 - 6 part time Staffing level………………………….…….11 full time, 4 - 6 part time Reporting relationships…………………………ACM and City Manager Reporting relationships…………………………ACM and City Manager Structure (city-county-utilities)…………………………………City only Structure (city-county-utilities)…………………………………City only Number of departments served…………………………………...…..47 Number of departments served…………………………………...…..47 Percentage of information vs. service calls…………….…65 vs. 35 Percentage of information vs. service calls…………….…65 vs. 35

8. Jacksonville, Florida Population…………………………………………….…………………864,261 Population…………………………………………….…………………864,261 Date of implementation………………….…….………………...July 2000 Date of implementation………………….…….………………...July 2000 311 or 7 digit………………….……………………….……. 7 digit 311 or 7 digit………………….……………………….……. 7 digit Hours of operation….……7:30 a.m. – 5:30 p.m. Monday - Friday Hours of operation….……7:30 a.m. – 5:30 p.m. Monday - Friday Call volume………………………………………………….….………361,957 Call volume………………………………………………….….………361,957 Communication channels (e-mail-Internet-texts-mobile apps) Communication channels (e-mail-Internet-texts-mobile apps) Phone, Internet, e-mail, texts, mobile apps Phone, Internet, e-mail, texts, mobile apps Budget………………………………………………………………...$1,412,489 Budget………………………………………………………………...$1,412,489 Staffing level……Manager, Administrator, 2 Supervisors, 20 Reps. Staffing level……Manager, Administrator, 2 Supervisors, 20 Reps. Reporting relationships………..……Central Operations Department Reporting relationships………..……Central Operations Department Structure (city-county-utilities)…………......City/County since 1968 Structure (city-county-utilities)…………......City/County since 1968 Number of departments served….7 departments with 41 divisions Number of departments served….7 departments with 41 divisions Percentage of information vs. service calls…………………..67 vs. 33 Percentage of information vs. service calls…………………..67 vs. 33

10. Virginia Beach, Virginia Population………………………………………………………………………..441,000 Population………………………………………………………………………..441,000 Date of implementation………………….....7 digit 9/7/04; 3 digit 4/22/06 Date of implementation………………….....7 digit 9/7/04; 3 digit 4/22/06 311 or 7 digit…………………………………………………..……..311 and 7 digit 311 or 7 digit…………………………………………………..……..311 and 7 digit Hours of operation…………………………7 AM to 11:30 PM 7 days a week Hours of operation…………………………7 AM to 11:30 PM 7 days a week Call volume………………………………………….……………...208,000 per year Call volume………………………………………….……………...208,000 per year Communication channels (e-mail-Internet-texts-mobile apps): Communication channels (e-mail-Internet-texts-mobile apps): Phone, on-line chat via website www.VBgov.com, e-mail Phone, on-line chat via website www.VBgov.com, e-mailwww.VBgov.com Budget……………………………………………………………………..…….$787,881 Budget……………………………………………………………………..…….$787,881 Staffing level…………………………….14 full time, 4 part time, contractors Staffing level…………………………….14 full time, 4 part time, contractors Reporting relationships…………………………………...City Manager’s Office Reporting relationships…………………………………...City Manager’s Office Structure (city-county-utilities)………...City and water for Virginia Beach Structure (city-county-utilities)………...City and water for Virginia Beach Number of departments served…………………………….….37 departments Number of departments served…………………………….….37 departments Percentage of information vs. service calls…..Unable to provide as not a CRM software system Percentage of information vs. service calls…..Unable to provide as not a CRM software system

12. Our goal is to help you Experts to answer questions Experts to answer questions Lessons learned from our successes…etc. Lessons learned from our successes…etc. Proof it can be done Proof it can be done Contacts that will help you through it Contacts that will help you through it Helpful information on many call centers Helpful information on many call centers Proof there is life after implementation Proof there is life after implementation Visions of how YOU will look in the future Visions of how YOU will look in the future

13. The “A” Component A ssessing community readiness A ssessing community readiness

15. The “B” Component B uilding a call center support team B uilding a call center support team

16. The “C” Component C RM system design C RM system design

17. Here’s how were gonna do this… Here’s how were gonna do this…

18. Top 10 Call Center Game Shows… 10.“I’d Do Anything” - rather than take calls today 9.“Fear Factor” – “OH NO, my line is ringing AGAIN” 8.“The $64,000 Question” – we can’t answer 7.“Don’t Forget the Lyrics” – or the scripting 6.“Survivor” – the call center at 10 years

19. Top 10 Call Center Game Shows… 5.“Are You Smarter than a 5 th Grader” – or a city resident 4.“Blankety Blanks” – the things said in after call mode 3.“Dog Eat Dog” – animal control through the call center 2.“Family Feud” – the call center staff meeting 1.“The Match Game” – your stupid question matched with our outdated information

20. Our Call Center Game Show… Our 2 nd choice – “Stump the Chumps” – inquiring minds want to know Our 2 nd choice – “Stump the Chumps” – inquiring minds want to know Our 1 st choice; here we go, “Welcome to” Our 1 st choice; here we go, “Welcome to”

21. You Want To Do WHAT???

22. Panel introductions…

24. It’ your show now… Questions… Questions…

26. Final questions? Ask the experts Ask the experts

27. Closing Do’s and Don’ts Don’t give up Don’t give up Don’t give in Don’t give in Do call us for help Do call us for help Don’t ever stop learning Don’t ever stop learning Don’t ever stop evolving Don’t ever stop evolving Do celebrate your success Do celebrate your success Do share your success with us please Do share your success with us please

28. Thanks for playing “You Want to Do What?” …and good luck with your call center! …and good luck with your call center!

29. The A, B, C’s of Starting A Customer Call Center Hampton Virginia May 2011