Assessor-Recorder-Clerk Online Appointments & Expedited Service

About the Program

Category: Information Technology (Best in Category)

Year: 2023

The Assessor-Recorder-County Clerk (ARC) office on average receives approximately 460,000 calls per year across all of the various units within the department. During the recent COVID-19 pandemic, the department saw an increase of 20% in the incoming calls due to the limitations and uncertainties imposed on operations. ARC was challenged with meeting the demand of our community members seeking assistance and began its development of the upgraded customer queueing system used by the department. This customer queue system was initially deployed in 2018 and was since then static in its development. After ARC’s project team made-up of Information Technology staff, business subject matter experts and business users, we were able to deploy the upgraded cloud-based queueing system that allowed for the creation of online appointments for all services offered by the department. As a result of this program, the Assessor-Recorder-County Clerk department was able to reduce incoming calls by 30%, alleviating employees from call center duties and placing them in the forefront of operations.