Tarrant County Clerk Live Chat

About the Program

Category: Civic Education and Public Information (Best in Category)

Year: 2020

Recognizing an opportunity to innovate and provide exceptional service to customers, the Tarrant County Clerk’s Office introduced Live Chat service for web visitors. Released in September 2019, this service allows customers to communicate directly with clerks, provides an automated software “bot” to answer common questions, and provides access to self-service features 24/7/365, including a trove of frequently asked questions.In a short span, the Live Chat program has been very successful. During the first month of release, clerks accommodated nearly 1000 customer engagements, the software “bot” successfully handled 55% of inquiries without clerk assistance, and customers rated the service 4.4 on a scale of 5 overall (above average to highly satisfied). Consequently, phone activity has decreased up to 80% in some areas.The County Clerk and program sponsor, Mary Louise Nicholson, has been very satisfied, conveying that “Success with technology requires a strong partnership with Information Technology Department (ITD) and the Department. I would like to thank everyone across the two organizations who made this project successful.”