South Carolina Improves Consumer Complaints Processing
15 Juni 2015 - 2:00PM
Business Wire
Online Consumer Complaint Filing System
increases efficiencies and productivity
In January 2014, The South Carolina Department of Consumer
Affairs (SCDCA) launched an improved online service for processing
consumer complaints. More than 60 percent of consumer complaints
are now submitted through the online system instead of the manual
paper process from the past. Online submissions are resolved 50
percent faster. The improved online service was awarded a 2014
Digital Government Achievement Award for its innovation,
functionality, and efficiency.
“The complaint system provides consumers and businesses alike,
with a more streamlined and expeditious complaint process,” said
Donna Backwinkel, Director of Consumer Services and Education.
“System features also allow for in depth “quality control” reviews,
resulting in greater accountability and productivity.”
The Online Consumer Complaint Filing system replaced the
existing paper-based system and complaint back-end system with a
new Web-based system for managing new and existing complaint
filings. Operational efficiencies gained include reduced staff time
spent processing a complaint and responding to consumer and
business inquiries and ease of access to information. The Services
Division’s copier usage is down 33% and postage use is down
25%.
Improved service includes enhanced communication between parties
and access to information. Consumers and businesses can file and
respond to complaints at their convenience 24/7. Email notices are
sent when complaint is assigned and when another party makes any
comments or changes.
The improved online system for processing consumer complaints
was launched early last year. This improved service offers offers
quick and easy submission, tracking, and searching from desktop,
laptop or mobile device. Users can:
- Expedite the complaint process through
online submissions
- Submit comments to assigned SCDCA
complaint analysts
- Monitor the status of a complaint with
24/7 system access
- Research complaints
This web-based application was built and is maintained at no
cost to taxpayers through a partnership between the Department of
Consumer Affairs and South Carolina Interactive, doing business as
SC.gov.
To view the new portal, visit SCDCA’s website at
www.consumer.sc.gov.
About SCDCA
The South Carolina Department of Consumer Affairs (“SCDCA”/
“Department”) is the state’s consumer protection agency.
Established in 1974, SCDCA has more than 40 years of experience in
protecting South Carolina consumers while recognizing those
businesses that act honestly and fairly. The Department
accomplishes its mission by: 1.) acting as an effective regulator,
2.) providing complaint mediation services that are unmatched at
both state and federal levels, 3.) saving millions for both
consumers and small businesses through insurance rate filing
intervention, 4.) serving as an educational portal for consumers
and businesses alike, and 5.) informing the public on effective
ways of preventing and mitigating identity theft situations.
About SC.gov
SC.gov is the official website of the state of South Carolina
(http://www.SC.gov) and
a collaborative effort between the state and South Carolina
Interactive to enable the state to conduct business online and
improve public access to government information. The South Carolina
Budget and Control Board’s Division of Technology Operations
provides guidance to South Carolina Interactive who is responsible
for operating, maintaining, and marketing SC.gov. South Carolina
Interactive is part of eGovernment firm NIC’s (NASDAQ: EGOV)
family of companies.
About NIC
Founded in 1992, NIC (NASDAQ: EGOV) is the nation's leading
provider of official government websites, online services, and
secure payment processing solutions. The company's innovative
eGovernment services help make government more accessible to
everyone through technology. The family of NIC companies provides
eGovernment solutions for more than 3,500 federal, state, and local
agencies in the United States. Forbes has named NIC as one of the
“100 Best Small Companies in America” five times, most recently
ranked at No.11 (2013), and the company has been included three
times on the Barron’s 400 Index. Additional information is
available at http://www.egov.com.
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version on businesswire.com: http://www.businesswire.com/news/home/20150615005292/en/
SC.govKen Oliphant, 803-771-0131ken@portal.sc.govorSC
Department of Consumer AffairsJuliana Harris,
803-734-4296jharris@scconsumer.gov
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