“The mayor would like to create a customer experience that makes people say ‘I can’t believe this is government.’”
In this new digital era, service models that are timely, targeted, and smartphone-ready have become the new norm. As a result, citizens expect 24/7 self-service and comprehensive engagement options whether they’re customers, employees, residents, or community leaders. “Citizens were demanding that they interact with us just like they do with businesses they engage with,” Binnicker said.
Like many departments and agencies looking for ways to navigate this increasingly digital environment, Denver faced the convergence of high growth and changing customer preferences. The City was being asked to support this deluge of new residents with higher quality services, and Denver “wanted a system that created a 360-degree view of our residents. We wanted a system that allowed for transparency, that allowed for multichannel integration, that allowed for them to be able to see ticket status,” Binnicker. “We wanted to offload calls from our 911 because non-emergency calls were flooding the 911 call center. At a time when the population is growing, the ability to offload such calls is very important.”