IPTD-596
SimpliGov Customer Service Calls
Description
The goal of this is to create a system of call tracking in SimpliGov based off the Access DBs and Excel sheets currently used to centralize the data from calls that come in.
Problem Statement
Currently calls coming into the DEP are tracked through and Access Database/Excel Sheet and there isn't a centralized spot for call records to live other than the 2 methods used to track them.
Project Justification
Centralizing the data will help to highlight trends, support training, ensures accountability, and enhances the overall customer experience. This will help with several key points such as customer interactions, improving service quality and resolution speed.
Estimated Transactions
None
Target Rollout Date
None
Target Rollout Date Reason
None
Activity
Show:
Rudy worked with Mandy Futey, Johanna Boyce and Emily Nanneman to bring this into use.
It is now in Production and here is the link to it:
https://njdep.prod.simpligov.com/prod/portal/ShowWorkFlow/ShowWorkflowDetail/721dbc3c-65cc-4285-accb-b845cd6389a4
Meeting held with Mandy Futey’s office and DOIT on 11/21/2025. Next step is for Mandy and Emily to go through the current fields and confirm what fields are needed in the new tracking system.