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Superintendent proposes centralized customer‑service ticketing to improve responsiveness
Summary
The superintendent described a plan to implement a centralized ticketing system to log and route parent and staff inquiries and to track response times and customer satisfaction.
The superintendent presented a proposal for a centralized customer‑service/ticketing system to improve response times to parent and staff inquiries. The system would centralize phone calls and emails, route issues to the appropriate staff member, send reminders, and produce metrics on response time and satisfaction.
Staff said the tool would enable district leaders to set a target response time (the superintendent suggested a 24‑hour acknowledgement timeframe), monitor staff performance, and produce customer rating scores to identify training or additional support needs. The superintendent said the proposal is being socialized with the communications committee and will be brought forward for approval after additional feedback.
The superintendent framed the system as a response to repeated complaints about slow or missing responses to parents and stakeholders; staff said some parents had waited months for answers in past cases. The system vendor name mentioned was “Keith Olga” (staff noted it as a platform with robust timing and customer‑service rating features), and staff said they had reviewed other vendors as well.
No board vote was recorded in the transcript segment; staff said they will return with a formal recommendation after committee input and cost details.
