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TO: Mayor Thomas J. Weisner
FROM: Charles Koch, Assistant Director of Finance
DATE: June 4, 2015
SUBJECT:
Resolution to purchase a VoiceUtility IVR payment system for Parking Tickets and Accounts Receivables from Selectron Technologies, Inc., Portland, Oregon in the amount totaling $34,450.00.
PURPOSE:
The purchase of this payment system will allow customers to call in and pay their bills through a voice prompt system and not have to wait for a customer service representative to answer the phone. This will allow the customer service representative to focus on the customer at their counter, while the person on the phone does not have to wait for help with their payment.
BACKGROUND:
The front counters for payments in City Hall are very busy with customers who come into make payments. The cashiers need to focus on the people in front of them so a phone in payment gets put on hold or a number taken to call back when free. With a phone payment system a customer if need be could be sent back to the phone payment system rather than have to wait or be called back.
DISCUSSION:
A phone customer can be serviced faster by not having to wait. This will reduce the incoming calls in the department leaving the customer service representatives more time to help customers in line at City Hall or be able to work on their other duties.
Water Billing already uses Selectron so we are able to reduce our cost of purchase because we don't have to invest in all the software and hardware required for a new start up. Using Selectron for Parking Tickets and Accounts Receivables means we have the same vendor as Water Billing eliminating potentially confusion if customer is paying a water bill and a parking ticket.
IMPACT STATEMENT:
For customers who don't have access to a computer for payments or feel uncomfortable paying on-line, this gives them an option to pay without having to mail a check or come in person to pay. It should also free customer ...
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