311 Call Center – Information Resource for Displaced Victims
The Los Angeles County Department of Public Social Services (DPSS) has been methodically and strategically rolling out a second customer service contact center to include a total of 3,000 district office workers and 245 eligibility workers / CSR's that exemplify the Virtual Front Office (VFO) concept pilot. By utilizing the contact center features of Lagan Enterprise Case Management™ for knowledge base, scripting and reporting with its existing eligibility system, LEADER, the Department can provide a seamless end-to-end customer service experience while realizing efficiencies with improved service access and delivery to its community. With Lagan's modern wrapper around the county's legacy system, every call is tracked from "cradle to grave" to ensure accountability for the 80% of constituent calls, from the four districts offices currently being handled by the Customer Service Center, improving timelines of case actions and service delivery.
With more than 10 million people, Los Angeles County is one of the largest counties in the US:
- Serving over 2.2 million participants each year
- Creating a caseload of 1.4 million across its various public assistance programs
- Currently receiving an average of over 110,000 calls to the Call Centers Interactive Voice Response System, with 45,000 of those calls being handled by agents
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