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How Ultimus helped Commonwealth of Massachusetts in its Email Hotline Tracking

Submitted by Ultimus on Sat, 2011-11-19 20:03

The State of Massachusetts Commonwealth consists of 11 major state agencies, each of which are further separated into 4-16 more highly focused state departments. The state government operates with a workforce numbering over 428,000 employees that support a population of more than 6 million people.  Massachusetts strives to deliver excellence in its efforts to keep its residents and workforce informed with the latest news, opportunities, legislation, and recreational information.


Goal:  Consistent and timely responses to email hotline requests


Serving as the main information resource center for everything “Massachusetts related,” from legislation updates  and education news to career opportunities and economic status updates, Massachusetts Commonwealth needed a solution to streamline the requests coming into its email hotline. These requests typically come from citizens of the state and include a mixture of questions, concerns, and complaints. The requests were all being received through a standard outlook email box without any special functionality. The hotline was loosely managed by a group of state employees who were in charge of reviewing each request, forwarding it to the appropriate department for follow up, and making sure the request had been answered. Some of the challenges with this process include:

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