HomeMy WebLinkAbout003 96STATE OF WASHINGTON
County of Jefferson
IN THE MATTER OF )
ESTABLISHING GUIDEL~S )
FOR IMPLEMENTATION OF )
VOICE MAIL IN JEFFERSON )
COUNTY )
RESOLUTION NO. 3-96
g,7-IEREAS, the Board of County Commissioners has agreed to use voice mail in
Jefferson County; and,
14ZHEREAS, the intent of a voice mail system is to improve County services; and
I~7tEREAS, the voice mail system is not intended to replace personal contact with the
caller but to provide a means to leave messages for specific County employees, and to
provide callers with more efficient, direct access to specific information about County
services and programs.
NOVd, THEREFORE, BE IT RESOLVED, the County is hereby adopting guidelines for
implementation of voice mail in Jefferson County:
o
In order to provide quality customer service, it is preferred that County
departments have a live operator answer the telephone. In certain cases,
an automated attendant may be able to provide such efficiency that an
automated attendant is justified. The use of an automated attendant should
be kept to a minimum.
a) Any auto attendant should be limited to 3 or 4 options,
always leaving the caller the ability to dial an extension or
get a live operator.
In the implementation of a voice mail system, it is important that a high
level of customer service be maintained. Individuals are expected to
respond in a timely manner to their messages and to leave detailed
greetings on a regular basis enabling a customer to know when that person
will be available.
The County Voice Mail Team will be working toward assuring customer
satisfaction. A mailbox for customer input will be implemented and
monitored.
BE IT FURTHER RESOL I/ED, that each department implementing voice mail consider
these guidelines.
AgP~OJZE~) this ~tlCday of January, 1996.
~Z ~~'"~ ~FFERSON CO~TY m~ OF Qg~SSIO~RS
(~ ' ~ D R~n, Member
Loma Delsey, CMC ~
Clerk of ~e Bo~d ~ Glen H~tin~~ember