After receiving proposals from vendors the County had partnered with in the past, the Clerk’s Office decided to partner with Granicus as govAccess provided the most robust CMS. Staff members would have the ability to update information on the website and publish it without contacting the technology department.
The new website is aesthetically pleasing. It includes a menu and a search function. According to Tiarra Earls Haas, Communications Officer, the website also incorporates additional features like appointment scheduling, online payments, widgets and a social media integration, which provides multichannel communications. Additionally, the Clerk’s Office added online forms, which makes the process to request information more efficient. Previously, customers would have to print a form, fill it out, and scan it back.
The Clerk’s Office took advantage of govAccess’ easy integrations to incorporate a virtual assistant, powered by IBM Watson. The virtual assistant, named Cleo, greets each user as they view the website. Cleo is not a standard chat bot. Staff have trained the virtual assistant to handle service requests and answer questions on the webpage 24x7x365 using natural, conversational language, automating work and improving the customer experience. It also offers customers a way to have questions answered without making a phone call to the office.