Online Consumer Complaint Filing System increases efficiencies and
productivity
Company Website:
http://www.SC.gov
COLUMBIA, S.C. -- (Business Wire)
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.
View source version on businesswire.com: http://www.businesswire.com/news/home/20150615005292/en/
Contacts:
SC.gov
Ken Oliphant, 803-771-0131
ken@portal.sc.gov
or
SC
Department of Consumer Affairs
Juliana Harris, 803-734-4296
jharris@scconsumer.gov
Source: SC.gov
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