Court System Uses Speech Technology to Provide Info for Callers

April 26, 2005

This interesting release just arrived at TMCnet outlining how the Superior Court of California in Napa County is using speech technology to provide court information to callers:

Superior Court Adopts Speech Technology to Better Serve Citizens Via the Telephone

The release is interesting enough (reads almost like a case study) that it is worth reproducing a sizable excerpt:

Edify Corporation and American Telesource Inc. (ATI) today announced that the Superior Court of California, Napa County, has invested in self-service speech technology that automates jury management and criminal and traffic fine collection, in both English and Spanish. Residents use ordinary human speech or simple touch-tone commands to gain around-the-clock access to updated court information, reserving staff time for questions that require live assistance. Automating employee and customer processes significantly enhanced service to residents, raised staff productivity and dramatically cut operational costs.

With decreasing budgets and tight resources, local governments are turning to new technology to make the most out the residents' tax dollars while giving them the best possible service. At the forefront of this trend is the Superior Court of California, Napa County, which serves a population of 132,000. The county realized its juror management and criminal and traffic fines collection processes were frustrating for staff and citizens alike. Every week, the court issues approximately 1,100 jury service summons and handles an average of 500 requests for deferment of service or disqualification. All of these tasks were being handled manually by jury staff who felt buried in paperwork and phone messages. Prospective jurors endured lengthy and cumbersome wait times when trying to find out court instructions on the phone during overloaded peak hours. Staff in the criminal and traffic divisions faced similar challenges. Napa County looked to Edify and ATI for a comprehensive solution that would enhance customer service, help court clerks recover from piles of busywork, and cut costs.

"We are 100% focused on providing the best possible service to our constituents," said Jeanette Vannoy, information technology manager for the Superior Court of California, County of Napa. "ATI's government expertise coupled with Edify's proven platform and speech technologies enabled us to not only exceed our expectations in process efficiency and service levels, but also allowed us to use public money wisely by lowering costs while improving service."

Two full-time employees used to feel overwhelmed by paperwork and telephone calls. Now, just one clerk works just part-time, giving personal attention to people who really need it. The criminal and traffic divisions also reported lower volumes of live calls now that the automated system is resolving questions so effectively.

"A key government initiative is to reduce spending without impacting customer service, and Napa County is leading the way in executing on this vision and setting a precedent for counties in California and throughout the country," said Mitch Mandich, president and CEO of Edify. "Automated speech recognition solutions enable organizations to deliver higher levels of service and satisfaction to constituents while increasing operational efficiency and reducing costs."

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AB -- 4/26/05