Akron’s Motorola Customer Service Request System Up and Running
Motorola announced Monday that several city departments of Akron, Ohio, are now using Motorola’s Customer Service Request (CSR) system that automates and enhances delivery of city services. Akron, with a population of nearly 220,000, is the first city in Ohio to purchase and install Motorola’s CSR system. Akron also is the first to use Motorola’s new Rapid Results implementation methodology, which enabled a 60-day implementation period.
The Mayor’s Office, Council’s Office, Department of Public Works, Customer Services Office, and Services Director’s Office are using the system. Akron will utilize CSR to process an annual average of 400,000 calls for non-emergency service requests and information.
Before installing the CSR system, Akron relied on a manual, paper-based process to collect and route citizen requests for service.
Motorola’s CSR system automatically routes calls to the appropriate department where the activity is tracked, escalated for more immediate attention, if necessary, and entered into a central database. The system enables the city to act quickly, track employee efforts and ensure delivery of service.
Akron is attempting to measure the financial impact of installing a CSR system. Akron and Motorola personnel will compare the new system with the old to calculate the return on investment.
Akron has also signed a contract for Phase 2 of the project, which will expand CSR utilization to all city departments — a total of 2,100 employees — by the end of 2003.