FI$Chat|FI$Cal - State of California. One state. One system.

CONCEPT

Allow users to access FI$Cal subject matter expert (SME) directly via phone or chat.

WHAT PROBLEM DOES IT SOLVE:

FEATURES:

A process to provide FI$Cal customers with direct access to a SME:

Step 1: Customer contacts FI$Cal via phone or chat
Step 2: FI$Cal Level 1 analyst (“Knowledge Smart Router”) asks questions to understand and narrow down the topic/support needed
Step 3: FI$Cal Level 1 analyst (“Knowledge Smart Router”) assigns customer to the correct module SME
Step 4: Customer works directly with SME to resolve topic; SME also provides resources such as job aids or videos
Step 5a: If SME provides a solution, the customer receives a follow-up call to make sure the solution was successful and the response is recorded in a searchable database
Step 5b: If SME cannot provide a solution, the topic is escalated and a timeline is communicated to the customer

ACCOMPLISHMENTS

Completed Pilot with Department of General Services and Judicial Council on June 17, 2019; captured customer recommendations as lessons learned
Launched FI$Chat to all departments on July 24, 2019
Published FI$Chat article in the FI$Cal Newsletter on July 26, 2019

FI$Chat