Ideas, tips and techniques for new generation selling and customer support.
Tag Archives: government
2009
City of Boston Improving Customer Care? There’s an app for that!
Government agencies are rarely considered synonymous with good customer service, but that’s changing. From appointment scheduling for DMVs (see our New Jersey case study) to counties and municipalities becoming more customer-oriented (the Cleveland area’s Cuyahoga County (case study) schedules 78,000 appointments a year with us), the way government agencies interact with citizens is changing.
One recent example is the City of Boston. In a leap towards efficiency, citizen empowerment, and harnessing technology for better customer service, Boston has launched an iPhone application for municipal complaints.
Continue reading »
2009
Five Growing Markets For Appointment Scheduling Software
I like having an appointment, and I hate waiting. Both my doctor’s office and day spa get this and thus have appointment scheduling software to serve and satisfy customers like me.
However, such software is also being used in other markets on an increasing scale. Here’s a look at five vertical markets that are rapidly adopting appointment scheduling, and why appointment scheduling software makes sense for them:
Continue reading »
2009
Five of the Worst Places to Wait in Line
Customers hate waiting in line. In fact, some organizations have waiting lines that evoke animosity before the customer even walks in the door. Which organizations are the worst offenders?
According to polls on Yelp, Yahoo! Answers and other Web sites, there are some common places where the wait is considered abysmal.
If they haven’t already done so, organizations on this list should make some changes – if they care:
Continue reading »
2009
Long flu shot lines hinder delivery. Appointments could help.
I can’t help but notice an unspoken sense of helplessness in all the coverage about flu shots … the millions and millions of flu shots that will be given.
It’s a project of unprecedented magnitude, and while government authorities are working their tails off to get everyone vaccinated, they seem to be overlooking a proven opportunity to improve reach: offering appointments can reduce wait times, which helps compliance. (“Compliance” is healthcare’s word for whether patients actually do what providers recommend.)
Citing a CDC advisor who calls it “potentially the largest mass-vaccination program in human history,” the Washington Post said Saturday
To prepare, more than 2,800 local health departments have begun recruiting pediatricians, obstetricians, nurses, pharmacists, paramedics and even dentists, along with a small army of volunteers from churches and other groups. They are devising strategies to reach children, teenagers, pregnant women and young and middle-aged adults in inner cities, suburban enclaves and the countryside.
Last night ABC News ran this two minute clip. (You’ll have to sit through a commercial first.) At about 0:36 remaining, Ryan Owens says “Many children will go to their pediatrician. Others will have to go to the health department and line up, just like these people are.”
He turns and points to a lengthy queue.

This is ridiculous: it discourages people from getting shots.
Of course we’re biased; we believe in the convenience and effectiveness of Web self-service appointments, and we sell the stuff. But seriously: this is a public health issue. People are less likely to do something when there’s a long wait.
Conversely, when the time factor is under control, compliance increases. Evidence:
- In May we reported on a talk at the Pediatric Academy Societies’ annual meeting saying Appointment scheduling issues keep children from getting vaccinated.
- At last April’s “Health 2.0 meets Ix” conference in Boston, Kaiser-Permanente VP of PR Holly Potter (@HTPotter) reported that Kaiser has found (with its millions of Web users) that when patients can pick an appointment time online, at their convenience, they’re 40% less likely to no-show.
This isn’t rocket science: You know yourself, when there’s a long line for something you’re less likely to do it. It’s just that healthcare hasn’t quite woken up to the opportunity. (Kaiser has, most haven’t.)
We hope private providers and public health officials alike will give us a buzz. Spread the word.
Related resources:
- Blog post: Medical journal article shows reminders help patients stick to the plan
- Our healthcare solutions page
- Case study: Sonora Quest labs TimeTrade smooths patient traffic and guarantees service within five minutes of scheduled appointment time
- Case study: Berkeley HeartLab Centralized scheduling helps provide cardiac patients with top-notch care
- Case study: Family Health Care Clinic Family Health Care Clinic delivers better care, 25% more visits, $2.5 million more revenue
2009
Cool: Self-service appointment scheduling at a “virtual trade show”
We talk about Web self-service all the time. How about this: a Web self-service trade show?
FOSE, the Federal Office Systems Exposition, is a massive annual event. In keeping with the times, they’re expanding their outreach: for the first time they’re offering Virtual FOSE: a virtual reality trade show, this Wednesday, August 12. It’s free – beats the heck out of the usual request for travel budget, eh? Register here.
Here’s what TimeTrade’s booth looks like:

Our overhead marquee scrolls, touting our self-service appointment scheduling and customer service. The “flat screen” below the marquee is our traditional display of our blue-ribbon government customers and integrator partners.
Visitors to Virtual FOSE can “walk in” to booths, see a display of staff who are there (online) for live chat, browse the “literature” ((documents and links) from the literature stand, and put it in their “briefcase” for future reference as they travel from booth to booth.
This is the kind of thing we love: efficiency and convenience, especially in government related areas. Hope to see you there! Again, click here to register free.
2009
Is the economy nearing the bottom? Seeing through the smoke and mirrors
Here’s reason to think things might be looking up: perhaps the real estate market is nearing the bottom.
A recent issue of Barron’s trumpeted “Buy now!” and said some high-end summer homes are 30% below peak. This caught my eye, because a year earlier (before the collapse) I’d heard someone on the radio finally talking sense. And he predicted that housing prices would hit a new equilibrium: 30% below the peak.
When I first heard that my ears perked up (I’ll say why in a moment), though I didn’t realize who the speaker was: Martin Feldstein, architect of Reagan’s tax cut. (I’m not known for quoting Reagan advisors.) He also said prices might overshoot on the way down (to 40% below peak), before coming back up to the new equilibrium.
It was refreshing to hear an observer who didn’t seem to have his head stuck up his abstractions. I’d moved to Boston in the summer of ‘06, and my old house in the midwest sat and sat for months without even any showings, as idiots pumped out sunny prognosications about how better times were right around the corner. I’m all for the power of positive thinking, but when you’re steering something the size of the US economy, I also think it’s prudent to have a clear windshield. And these guys didn’t.
For instance, one day a Wall Street Journal analyst puzzled that “Job creation is strong, but we’re not seeing the corresponding inflation that we’d expect.” Well, anyone who read Kevin Phillips’ The Economy is Worse Than You Know (April 2008) knows that our definitions of economic statistics have changed dramatically, so the old rules don’t apply anymore. (Yes, gasp, I’m quoting a Nixon advisor and a Reagan advisor in the same post.)
For instance, when Wal-Mart uses three part-time workers (no benefits) to replace one full-time retail job (with benefits), the Bureau of Labor Statistics counts it as job growth, when it’s really job dissection. Because apparently BLS only counts W-4’s. When three W-4’s replace one W-4, they call it job creation. (Don’t believe me? Call your Senator. I did.) This is like keeping the same game plan in football even though the rules have changed for what constitutes a forward pass. (I discussed Phillips’ excellent article in March on one of my personal blogs.)
Imagine that in your own company, a steady sales volume got broken up into many smaller orders, and someone tried to convince you that sales were strong because you received more POs. That’s pretty much what Phillips reports.
Yet month after month, year after year, the economic observers on air and in print said nothing about this. I presume they didn’t know, but in any case their advice was scarily ignorant. So when I finally heard Feldstein speaking sense – that housing prices would still be dropping for a while – I thought “Here’s someone who’s connected to my reality.” Because when I’d liquidated that midwest house, it sold for less than I owed on it (I paid $18,000 to get rid of it), even as the sunshine dispensers were saying things were looking up.
Feldstein’s prediction was reinforced by news coverage last summer saying that to liquidate foreclosed houses, banks were selling them at 40% off peak. Aha: the bottom, where Feldstein said people would be confident enough to buy.
So when I saw Barron’s saying that some (non-foreclosed) properties are now selling at 30% off peak, I thought maybe we’re getting there: we’re at the point where real value has outlasted the smoke and mirrors of bogus stats. When values stop dropping, people will start to feel that it’s safe to go back in the water. The other shoe will have dropped, and we can get back to business.
So hold on, people. Stick to your values and take care of your customers.
2009
It’s RUDE to make people wait. And costly.

DMDC, the Defense Manpower Data Center, handles issuing security credentials for the Department of Homeland Security. “People show up at the enrollment centers at different times on different days,” explains Rick Pratt, identification management specialist at Electronic Data Systems (EDS), the prime contractor supporting the Defense Department’s (DoD’s) card issuing process. “The centers would be empty some days, and some days they would be packed.” DMDC has about 900 sites with more than 2,000 workstations issuing common access cards (CACs.) Issuing the identification takes about 15 minutes if there are no delays, but applicants sometimes reported waiting five hours due to long lines.
Wouldn’t that just frustrate you? And if it were a store, wouldn’t it affect your loyalty?
Well, they installed a TimeTrade appointment scheduling system, and now that doesn’t happen. People who need credentials go online and make an appointment 24/7. They check their calendar at their leisure, see what slots are available, and pick one. No more wondering how long they’ll be away from the office, no more walking in and going “Oh crap” when they see the lines.
Does it work? DMDC did what everyone should do: they asked their “customers.” In a large-scale online survey, 95% of respondents said they’d recommend self-service appointment scheduling to others. Reasons included ease of use, efficient use of their time, and elimination of unpredictable in-person wait times.
In other words, 95% of people surveyed like it when rudeness is replaced with good customer service. We doubt we’ll win a Nobel for that discovery, but you do have to ask: Why doesn’t everyone do it?
Want more details? See the full story in our case study library.(Free registration required, if you haven’t registered with us yet.)


![Validate my RSS feed [Valid RSS]](http://blog.timetrade.com/wp-content/uploads/2009/12/valid-rss-rogers.png)

Recent Comments