Customer Service

18+ years of

A Brief History

Call Volume History

In 2013 we answered 41,901 emails, calls, and chats*

In 2014 we answered 59,337 emails, calls, and chats - an increase of 17,436 inquiries

29% increase from 2013

In 2015 we answered 70,949 emails, calls, and chats - an increase of 11,612 inquiries

16% increase from 2014

In 2016, we answered 78,421 emails, calls, and chats - an increase of 7,472 inquiries

10% increase from 2015

In 2017, we answered 71,556 emails, calls, and chats - a decrease of 6,865 inquiries

-9% decrease from 2016

*No % increase since call tracking started in Q4 2012.

App Launch History

  • 2018:  Launched 5 apps, 13 upgrades (so far...)
  • 2017:  Launched 12 apps, 15 upgrades
  • 2016:  Launched 14 apps, 22 upgrades
  • 2015:  Launched 16 apps, 15 upgrades

  • 2014:  Launched 11 apps, 17 upgrades

  • 2013:  Launched 21 apps, 22 upgrades

 

So Far This Year...

 

  • From January 1 to June 30, 2018, we handled 40,701 inquiries, an increase of 5% compared to the same period in 2017.

 

Stats

  • So far in 2018 we're averaging 6,700 interactions per month:
    • Phone calls ~2,625 (39%)
    • Chats ~2,329 (34%)
    • Emails ~1,829 (27%)
  • Our average first response time is 1 hour and 27 minutes.
  • Our average resolution is 24 hours and 15 minutes.
  • Our first contact resolution is 92%.
  • Our first response SLA and our resolution SLA is 100%.

Question Time

Which of our services generates the most calls?

Top 10 Calls of 2018

Did You Know...

  • That we also accommodate walk in customers?
  • That we have a 'partners@ehawaii.gov' email that PM/PLs can use for partners to get help while they are on vacation?
  • We have a 'help@ehawaii.gov' email that can be used instead of info@ehawaii.gov?
  • That FIVE of our existing staff all started here as part of the CS team?

CS Hall of Fame!

Our estimated value is...

Equation 4 FTE x 2,080 hours (52 weeks x 40 hours per week) = 8,320 hours provided to the State per year

 

  • 8,320 x $100/hour (HIC blended rate) = $832,000 provided to the State Portal Program per year
  • 8,320 x $75/hour (HIC blended rate) = $624,000 provided to the State Portal Program per year
  • 8,320 x $50/hour (HIC blended rate) = $416,000 provided to the State Portal Program per year

BONUS:  Funniest Moments

BONUS:  Funniest Moments

BONUS:  Funniest Moments

BONUS:  Funniest Moments

BONUS:  Funniest Moments

BONUS:  Funniest Moments

Questions?

Thank you for your phenomenal work and contributions to customer service!

  • Bobby
  • Norman
  • Ron
  • Jamie
  • Rosie

18 years of customer service at HIC

By Rosie Warfield

18 years of customer service at HIC

Customer service at HIC

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