Company: OpenGov, San Francisco, CA
Company Description: OpenGov was founded in 2012 and is the leading government software provider, with cloud-based solutions including Budgeting & Planning, Permitting & Licensing, Procurement, Cartegraph Asset Management, Financials, and Tax & Revenue. Over 1,900 public agencies nationwide form a growing network leveraging OpenGov to operate more efficiently, adapt to change, and strengthen public trust.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Achievement in Customer Experience
 Nomination Title: OpenGov's Achievement in Customer Experience
- 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 22 words used.
OpenGov Mission & Core Values
Support Organization Structure
Selling the Value of Support
Key Performance Indicators (KPIs)
Support Technology Improvements
Customer Testimonials
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 199 words used.
With a mission to power more effective and accountable government, OpenGov serves over 1900 agencies across the U.S. with six software suites built exclusively for the unique budgeting & planning, permitting & licensing, procurement, financials, tax & revenue, and asset management needs of the public sector.
What differentiates OpenGov from other govtech companies is its investment in Support. To effectively serve users across suites, OpenGov built a support team that offers users access to subject matter experts via live phone, live chat, email and the OpenGov Help Center. The team is made up of technical specialists, analysts and engineers who can quickly address simple inquiries across suites and experts who can help solve technical, engineering challenges.
OpenGov’s Support team has evolved tremendously since July 2022. The Support team went from serving the needs of just over 1000 customer accounts across four suites, to now serving over 1900 customer accounts across six suites. The new POD support model has transformed our support operations, improved employee growth & development, and improved customer satisfaction. Support is a true differentiator for OpenGov and why we have double digit new customer growth, why we retain customers, and why existing customers buy more suites.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2022, OR written answers to the questions? (Choose one):
Written answers to the questions
- Outline the nominated achievement since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 178 words used.
OpenGov’s Support team has advanced extensively since July 2022. The Support team went from a single team with no tiers, to tier 1 & 2, then to adding tier 3. The business continued to grow organically and via acquisition, and it was important to continue to increase our knowledge as our products became more complex with a much larger customer base. Thus, we pivoted to advancing our support organization via PODs with Subject Matter Experts (SME’s) per suite, adopted an effortless experience for our customers, and invested in improving our technology experience and self-service.
- 40% increase in customers and 27% increase in case volume with no increase in staff.
- 97% customer survey satisfaction rating since July 2022.
- Reduced customer churn and increased customer retention to a best-in-class of 95.0% since 2023.
- 1000 knowledge articles created, increasing the total to over 4,000 articles to empower customers with self-service.
- Introduced AI-powered chat increasing case deflection by 12% for the Procurement suite.
- $175,000 in annual operating costs savings by migrating from Zendesk & Intercom to Salesforce Service Cloud.
- 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.
Written answers
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 243 words used.
“Good enough for government” used to mean that only the best services and suppliers would be acceptable to government organizations, which routinely attracted the best talent and invested in resources to empower their staff.
Due to decades of under-investment at local government levels, public sector leaders and their staff struggle to work efficiently and effectively. OpenGov is working to change that and Support is a part of the strategy.
Whereas, many of our competitors either offer paid upgrade and support packages, offering only eight hours of support in one time zone, or simply do not answer the phone, OpenGov has consistently improved on the metrics that matter most, while serving over 1900 customer accounts for six mission critical software suites.
Just as one of our investors and board members (John Chambers, previous CEO of Cisco) stated, "If you become complacent and just keep doing what you are doing, your competition will catch up and pass you by." OpenGov is committed to Support being a key differentiator in the govtech market, ensuring our customers have an effortless experience with every interaction, and that we are an aligned partner committed to successful business outcomes.
OpenGov was thrilled to be recognized by The Stevie Awards in previous years. The honor of these designations reflects not only the work of OpenGov to serve public sector agencies, but also government leaders who work tirelessly to improve their agencies and better serve their schools, cities, counties, and states.
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