Transportation department launches Contact Us feature
DENVER — The Colorado Department of Transportation has launched the last phase of an effort to improve and streamline customer service to the general public: an online Contact Us feature.
The first change in the department’s new customer service experience upgrades was the launch of revamped websites. The department’s main site, http://www.codot.gov and http://www.cotrip.org, its traveler information site, enable customers find information more easily. The second feature included creating new, fully-trained customer service teams in each of the department’s five transportation regions and at its headquarters. These representatives are existing department employees who now, as part of their regular duties, are using a new online customer service ticket tracking tool to document, respond to and report trends in customer service questions. The department’s highway project contractors will also use this tool to input and respond to project comments and inquiries.
The new button
The last phase in the agency’s new customer service program is the launch of a new Contact Us button on each of the websites. The Contact Us button will direct customers to more easily obtain a response to their inquiry by directing them to self-help areas and providing them with an interactive map so they can write to or call the region in which their issue lies.
The button will also allow people to directly report issues they see on the road and even upload pictures so the department can respond more quickly. An issue with a pothole in Alamosa, for example, would be routed directly to Region 5, in southwest Colorado, going directly to the team with the knowledge and the means to address the situation.
“We’re moving into a more efficient and effective customer service system,” Amy Ford, the Colorado Department of Transportation communications director, said. “With our dedicated phone lines for each area of the state, interactive comment features on our web site and designated customer service representatives in every region, our goal is to provide a faster and easier experience for our customers. We want to provide them with a one-stop shop and a single-call or single-email resolution as often as possible.”
The new customer service phone lines are:
• Department headquarters in Denver: 303-757-9011.
• Region 1 (Denver Metro/I-70 West to Eisenhower/Johnson Memorial Tunnels): 303-759-2361.
• Region 2 (Southeast): 719-562-5568.
• Region 3 (Northwest): 970-243-2368.
• Region 4 (Northeast): 970-350-2368.
• Region 5 (Southwest/South-Central): 970-385-1423.