Company: CivicPlus: Powering and Empowering Government
Company Description: We make Government Work Better. CivicPlus understands the challenges communities face today: The need to do more, with less. We build solutions that power local government, enabling the core responsibilities of the public sector to build relationships and solve problems affecting millions of citizens world-wide. Our solutions empower positive and efficient resident-government interactions.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - Internal - Technology Industries
 Nomination Title: CivicPlus
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 202 words used.
CivicPlus’ Leadership team values the importance of training and has empowered every individual to concentrate on their professional development. The Knowledge Management team created 18 new learning curriculums for our employees [REDACTED FOR PUBLICATION] over the last year. This team has optimized over 40 curriculums and facilitated an increase in completion of 407% over the prior year. The team also achieved a curriculum satisfaction rating of 98% and completion of over 4,120 learning resources representing a 213% increase over the previous year. This team has also led the implementation of [REDACTED FOR PUBLICATION] an AI-powered opportunity marketplace that delivers internal talent mobility, workforce agility, and career development. In addition, the team has led the implementation of [REDACTED FOR PUBLICATION] an AI-powered tool that serves knowledge to employees as they are working with customers to ensure they always have access to the most current and accurate information and resources. This tool drives information sharing, which has improved our first response resolution by 8% this year. In addition, this innovation increased the rate at which agents share knowledge by 6.7%, a 43% improvement over the previous year. Thanks to our team driving quality, impactful, and innovative curriculum, our customer service teams have achieved best-in-class service.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
This nomination recognizes the CivicPlus Knowledge Management team for the honor of the Customer Service Training Team of the Year - Internal category because of its devotion and innovation to supporting high-value learning throughout our organization. Our team has more than doubled the amount of curriculum that is available to our customer service teams, enhanced existing materials, and led the implementation of several key learning initiatives. Throughout the acquisitions of two additional companies, this team focused on integration and learning across teams to ensure our employees are best equipped to support our new customers. These acquisitions resulted in six additional product lines, 8,000+ additional customers, and more than 90 million end-users. All accomplishments from this team were done alongside a team restructure and expansion of 60%. Every year our team members face unique challenges, and they overcome them to continuously improve. The Knowledge Management team focuses on providing training and resources to our employees so that they can provide a reliable, friendly, and effortless support experience for our customers and drive our mission: to Make Government Work Better.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 156 words used.
[REDACTED FOR PUBLICATION] The CivicPlus Knowledge Management team is part of the Technical Support department. It focuses on product knowledge and internal processes for the company. Previously, there was no dedicated product knowledge training within the company. Starting the year as a team of 5, this team has had exponential growth of 60% as it has undergone a restructuring to better support customer teams and create a scalable and exemplary learning program around our products to better serve our customers. This team has not only maintained consistently high performance during this growth period, but it also kept its high performance through two major company acquisitions. In addition, the team created 200%+ learning tracks, [REDACTED FOR PUBLICATION] from the previous year, and continued to invest in facilitating learning opportunities for employees.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 170 words used.
As the Gov Tech industry has been changing to meet new demands and expectations, there has also been a higher focus on internal training and efficiency. Local governments want to meet their resident's high expectations for contactless government capabilities, and they don’t want to sacrifice the quality of interactions. As a result, local governments rely on the Gov Tech industry to meet their needs and help guide them in the technological landscape. Simply put, they are looking for partners and experts, and our customer service teams are just that. Our Knowledge Management team ensures customers have the learning and resources they need. We stand out in our field because of our people, service reputation, and expertise in our industry. Behind the scenes is the Knowledge Management team focusing on ensuring information and knowledge are easily accessible. While most competitors lack a knowledge management team, CivicPlus has a thriving and integrated team to ensure all our employees are equipped with exactly what they need to provide a gold standard of service.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 58 words used.
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