Company: OpenGov
Company Description: OpenGov is the leader in modern cloud software for U.S. local governments, state agencies, school districts, and special districts. With a mission to power more effective and accountable government, OpenGov serves more than 1,600 agencies across the U.S. and is built exclusively for the unique budgeting, citizen services, procurement, and asset management needs of the public sector.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats) - Technology Industries
 Nomination Title: OpenGov's Support Foundation Holds Strong with 60% Growth
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 194 words used.
With a mission to power more effective and accountable government, OpenGov serves more than 1,600 agencies across the U.S. with four software suites built exclusively for the unique budgeting, citizen services, procurement, and asset management needs of the public sector.
Local governments, state agencies, and school districts that use OpenGov are run more efficiently, operate more effectively, and better serve the needs of their communities. What differentiates OpenGov from other govtech companies is its investment in Support. To effectively serve users across suites, OpenGov built a support team that offers users access to a human being via email, chat, and phone. The team is made up of staff who can quickly address simple inquiries across suites and experts who can help solve technical, engineering challenges.
OpenGov’s Support team has been tested tremendously since July 2020. The Support team went from serving the needs of just over 1000 customer accounts across two suites, to serving over 1600 customer accounts across four suites. The tiered support team model performed well under pressure with Support serving 60% more customers and two new product suites without increasing the size of the team from 2021 to 2022.
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 225 words used.
OpenGov Support restructured the team in 2020 to create a three-tier support model that ensured that cases were efficiently allocated to agents based on the complexity of the request and the agent’s level of expertise. The investment in the new model ensured that the established team could meet the needs of 60% more customers, while maintaining a high level of quality with the same size team. Since the launch of the tiered support model, OpenGov Support has improved on the metrics that matter most to its growing customer base with its established team.
2021 Results from Tiered Team Launch
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60.5% case volume increase, while reducing the backlog by 55%.
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53.4% reduction in average time to resolve (42.7 hours in 2020 to 19.9 hours in 2021).
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96% positive closed case satisfaction rate and 97.2% positive CSAT rate.
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736 knowledge articles created to empower customers with self-help options.
2022 Results from Tiered Team Improvements
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+60% customers and 63% case volume increase with no change in staffing numbers.
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31% reduction in average time to resolve cases (19.90 hours in 2021 to 13.67 hours in 2022).
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Improved world class CSAT to 97.56%.
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Created or updated 865 knowledge articles for the Resource Center, ensuring quality curated content for all customers and also implemented a new user interface to improve the customer experience.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 240 words used.
“Good enough for government” used to mean that only the best services and suppliers would be acceptable to government organizations, which routinely attracted the best talent and invested in resources to empower their staff.
Due to decades of under-investment at local government levels, this is no longer the case. Public sector leaders and their staff struggle to do their work efficiently and effectively. OpenGov is working to change that and Support is a key part of the strategy.
Whereas, many of our competitors either offer paid upgrade and support packages or simply do not answer the phone, OpenGov has consistently improved on the metrics that matter most, while serving 60% more customer accounts and two new software suites.
With the organic and inorganic growth from acquisitions, OpenGov Support saw its case volume grow nearly 40%. During this period, the tiered support model that was launched in 2021 enabled the existing team to efficiently scale and service 60% more customer accounts (63% increase in new case volume), while maintaining a world class CSAT of 97.6%.
OpenGov was thrilled to be recognized by The Stevie Awards for best in class for Support two years in a row. The honor of this designation reflects not only the work of OpenGov to serve public sector agencies, but also government leaders who work tirelessly to improve their agencies and better serve their schools, cities, counties, and states.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 10 words used.
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