City of Hampton
Company Size
1,000+
Region
- America
Country
- United States
Product
- Zendesk
Tech Stack
- Zendesk
Implementation Scale
- Departmental Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Cities & Municipalities
Applicable Functions
- Business Operation
- Quality Assurance
Use Cases
- Regulatory Compliance Monitoring
- Remote Collaboration
- Remote Control
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Hampton is one of seven cities in Virginia’s Hampton Roads metropolitan area, which includes Norfolk, Newport News, and Virginia Beach. With 146,437 residents, Hampton is the sixth largest city in Virginia. The city’s Office of the Commissioner of the Revenue assesses personal property and administers business taxes, while the Office of the Treasurer collects both real estate and personal property taxes. The city relies heavily on tax payments for its revenue, making the efficiency and reliability of its tax assessment and collection software crucial.
The Challenge
Like most cities, the City of Hampton, Virginia relies on tax payments for much of its revenue. The city's tax assessment and collection software must remain in top condition to support tasks such as changing tax assessments, calculating tax rate schedules, and collecting fines and payments. The development staff works hard to respond quickly to IT requests from the Commissioner of the Revenue and Office of the Treasurer. However, the city's traditional IT help desk made it impossible for city staff to collaborate with developers or monitor the status of their trouble tickets, and was not well-suited to support extensive application development. The city needed a way to get internal clients more involved in their tickets, rather than just having them phone in requests to IT.
The Solution
Immediately after implementing Zendesk, staff within the city’s Revenue and Treasurer offices began using it to submit support requests. Zendesk's intuitive interface made it easy for city staff to enter their tickets, comment on issues, and even re-open tickets if necessary. The system provided complete visibility into support tickets, ensuring nothing slipped through the cracks. All support requests for the City of Hampton’s tax assessment and collection software were streamlined through a standardized workflow in Zendesk. This allowed for better customer support for the city’s main source of revenue. Notifications kept everyone informed of major changes, and the system provided an instant view of progress for both clients and developers. The city is also considering rolling out Zendesk to other departments to streamline workflows further.
Operational Impact
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