Bringing it Together: Customer Service with System and Process

2014 APWA Florida Chapter Conference and Exposition



Many agencies today are looking towards technology and systems to assist in improving not only efficiency in daily work, but in providing outstanding customer service.  The internet, mobile technology, and other automated systems have provided several solutions for agencies to provide outstanding customer service through integrating systems and processes to meet increasing expectations and the demand for providing service that is efficient and effective.    

While having different customer bases, systems, and regional needs, this presentation will discuss how two agencies optimized and integrated systems and processes to make the most of their limited resources, increased the trust level between their agency and their customers, and increased responsiveness to meet every increasing demand. The agencies incorporated such systems as maintenance management, asset management, accounting, and mobile applications, as well as re-engineered processes to work more efficiently even across departmental boundaries.

Learning Objectives:

  1. Evaluating current and available technologies that assist an organization.

  2. Determine the best application of technology based on your agency’s needs.

  3. Recognize the benefit of technology under limited resources.


Roger Cox, P.E.,
Manager, Systems Planning, Hillsborough County, Florida

Harry Lorick, P.E., PWLF
President, LA Consulting, Inc., Manhattan Beach, California

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