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Broward County Commission Goal 6
Accessible Information and Services
Ensure the consistent, strategic placement of knowledge and services infrastructure.
| In a world made smaller by innovative technology, Broward County is at the forefront of utilizing new methods to provide information and services to its residents, customers and visitors. Through 24-hour online services, a multi-lingual Call Center and a centralized permitting process, the County’s goal is to better serve the customer by improving the accuracy and efficiency of the flow of information. |
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[View Goal Performance]
Market Measures
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Number of County Services Available by Remote Means |
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Percentage of Community Members Who State the County Provides Quality Programs and Services |
2006-2010 Objectives
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Provide the necessary information infrastructure to enhance County service delivery. |
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Provide programs and services that meet or exceed customers’ expectations. |
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Broward County Call Center
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Public access information kiosks
will increase access to
County services.
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Key Initiatives
Fiber Optic Network - A recent Broward County feasibility study concluded that the efficiency and cost effectiveness of the County’s network would be improved by creating a County-owned Fiber Optic Network capable of carrying voice, video, and data traffic to all County-owned locations. The project will be completed with the Public Works Traffic Engineering Division signaling system fiber installation.
Permitting & Licensing Center - The Broward County Permit Center was created to improve the County’s delivery of permitting and licensing services to its customers from a central location on the corner of University Drive and Broward Boulevard in Plantation. Upon completion of this integration project in January 2006, customers who would have normally visited up to four different locations can access all of those services at the Permit Center.
After-Hours Access to Call Center - The Broward County Call Center fields more than a half a million calls per year and serves as a resident information hotline during hurricane and property tax seasons. Through contract, the Center is able to utilize the services of interpreters in virtually every major language in the world. Call Center staff respond to questions about a variety of services throughout Broward County and remain on the line throughout the call to ensure customers’ needs are met. The expansion of Call Center services will allow customers to access prerecorded messages, providing information on the most frequently-asked questions after normal business hours.
Customer Relationship Management (CRM) System - The goal of the Customer Relationship Management Project is to improve government service levels and better manage the County’s customer base across organizational boundaries. A pilot project at the Broward County Call Center will provide a software application that will capture, track and report the status of all incoming customer requests and provide a knowledge base to improve access to information.
Increased Electronic Accessibility - The use of electronic applications and databases allows Broward County to “bring government to the people.” The Fort Lauderdale-Hollywood International Airport currently provides wireless computer access throughout its terminals, and the Board of County Commissioners will also provide an outddoor wireless hotspot in the downtown campus area. The installation of electronic kiosks, enhancement of the Broward County Web site, and the provision of wireless alerts regarding emergencies and other breaking news will enable residents to access Broward County services and information from almost anywhere.
For additional information on this Commission goal, call the Accessible Information and Services Goal Team at 954-357-7130.
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