August 8, 2008
 

Registrar of Contractors Advances Customer Service through the Internet

www.azroc.gov Utilizes Multimedia Technologies to Improve Information and Service Delivery

Over the past year, the Registrar of Contractors has made their website a model for State agencies. Through a combination of innovative multimedia tools and a new Interactive Voice Response system, the ROC has utilized the internet to improve customer service and information dissemination.

“State agencies have to be vigilant in their efforts to improve customer service,” said State CIO Chris Cummiskey. “The Registrar of Contractors has done a great job in providing information and offering services through their e-government initiatives.”

The www.azroc.gov website utilizes innovative new multimedia features such as videos on topics ranging from hiring a licensed contractor to resolving complaints. Through these multimedia features, the ROC has reduced citizen inquires by providing its customers with easy-to-understand information.

The ROC has also developed an innovative Interactive Voice Response (IVR) Automated Attendant to make the www.azroc.gov information even more accessible. This tool makes available by phone the same information found online through the Online Transaction Status application. The IVR provides the caller with a menu of options directing them to the appropriate department. In many instances, callers’ questions are answered without having to speak to a customer service agent.

“Effective communication is vital to meeting the needs of contractors and consumers,” said ROC Director Fidelis Garcia. “In today’s environment, technology is a fast and easy way to communicate with and provide quality service to customers. It allows for customer service 24 hours a day 7 days a week from the convenience of a customer's computer."

The ROC website also provides other services that have proven beneficial to customers. The Online Contractor Search allows customers to search the ROC database for licensed contractors and informs them of the current status of that license giving consumers the ability to pick contractors with good service records and convenient locations for their projects.

In addition, the Online License Renewal provides contractors with the opportunity to renew their license online using a credit card, saving not only time and postage, but also providing the contractor instant feedback on the status of their license. The ROC website also includes download-able and fill-able forms for contractors and consumers.