How Forward Thinking Led to Efficiency
Organization Profile
- Population (2022): 3 million
- Tyler Client Since: 1997
- Tyler Solution: Gov2Go
- Profile: Arkansas, “The Natural State,” partners with Tyler Technologies to modernize government services. Nearly 500 Arkansas state and local government agencies use Tyler’s solutions to enhance the resident experience, create efficiencies, and improve outcomes for Arkansas’ more than 3 million residents.
CHALLENGE
In 2023, the state of Arkansas was on a mission to be proactive and streamline and modernize its government presence while enhancing and unifying the overall experience for its residents, putting an emphasis on customer service. Two challenges the state faced were reducing frustrating handoffs from agency to agency and modernizing the 15 executive department websites with common features, functionality, and visual elements, creating a more cohesive government experience.
SOLUTION
To solve these challenges, a “Citizen Experience” subcommittee comprised of state and private sector leaders was created, sharing a vision of creating a “One Arkansas” approach. A key to implementing this approach was collecting, evaluating, and implementing customer feedback gathered after completing an online transaction or receiving customer service through the chatbot or live chat. The state worked with Tyler’s Arkansas team to revamp Arkansas.gov and its chatbot and add more than 300 services to Gov2Go, the state’s mobile engagement platform.
We’re proud of our relationship with Tyler Arkansas and how this work has allowed us to better serve the residents of Arkansas and make their lives easier, more streamlined, and convenient. We look forward to making huge strides in improving our resident satisfaction.
Ralph T. Hudson
Director of Labor, Arkansas Department of Labor & Licensing and Chair of the Information Network of Arkansas Board
RESULTS
The revamped Arkansas.gov site is automatically updated with news and events — such as public meetings — from agency websites to keeping residents abreast of vital information. Second, the Arkansas.gov chatbot answers an average of 13,000 questions each month with an award-winning team ready to assist residents if the chatbot cannot help. Since the implementation of the chatbot in August 2021, the number of calls answered by a representative has steadily dropped from more than 7,000 calls to just over 4,000 calls in July 2024.
By adding more services to Gov2Go, the state also increased usage of the mobile app. Now, almost 500,000 residents receive annual property assessments, tax payments, and vehicle registration reminders through Gov2Go, relying on the platform to keep up with these yearly tasks. Finally, the Arkansas.gov Service Desk Team responds to an average of 2,300 questions and help requests each month, with issues ranging from adding money to an inmate’s trust account to residents or checking the status of a ticket payment. Despite such a large number of inquiries, the average satisfaction rate has reached 92%.
CONCLUSION
Thanks to Arkansas’s customer-centric forward-thinking, its residents are experiencing a streamlined and enhanced government experience not seen before. This elevated resident experience, teeming with convenience, addresses residents’ needs and busy lives, and Arkansas is dedicated to further improving this experience.