1 overview of the clmso customer services center for the fscpe/sdc/cic steering committee mike...
TRANSCRIPT
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Overview of the CLMSO Customer Services Center
for the FSCPE/SDC/CIC Steering Committee
Mike Berning, Assistant Branch Chief
Customer Services Branch
February 16, 2011
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Customer Service Center
• Overview
• Our Channels
• Our Services
• Activity By Volume and Type
• Where You Could Help
Customer Services Center Overview
• Branch Within the Communications Directorate’s Customer Liaison and Marketing Services Office
• Staff of 15 with vast experience of Census Bureau products and programs
• Capacity to categorize customer interactions
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Customer Service Channels
• Telephone Assistance Center
• Web-Based “ask a question”
• “Snail Mail”
• Web Chat – coming soon!
Our Services
• Response to a broad range of data and program questions and issues
• Categorization and reporting of interactions– Metrics on customer concerns
• The Census Product Update
• Legal Certifications
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Our Average Activity
• 200 - 300 calls per day
• 50 -75 Web Questions per day
• 5 - 10 “Snail Mails” Per Week – generally from occupants of penal institutions
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Customer Service Center Volume of January Activity
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Customer Service Center Categories of January Activity
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Interactions Related to 2010 Data Release
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Customer Service Center Most Read FAQS in 2011
• 2010 Census: When will data be available?• 2010 Census: Employment Status• Population by Age and Sex• American Fact Finder: Race and Ancestory
Data• Geneology: Family History• American Community Survey: Must I
Respond?
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Where We Could Use Your Help
• As a local resource for selected questions/issues data requests for your area
• As a local resource for referral of American Fact Finder familiarization requests
• Regular communications to share updates and potential hot topics
• Other?
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Questions?
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Contact Information
Mike Berning
Assistant Chief Customer Services Branch
Customer Liaison and Marketing Services Office
U.S. Census Bureau
Email: [email protected]: (301) 763-2028