SafeHarbor expands online customer support for Washington state digital government initiatives
Self-service support enhances usability of state agency Web application

SATSOP, Wash. (February 13, 2002) — SafeHarbor Technology Corporation, provider of web-based customer support services, today announced it has launched customer service for three recent Washington state digital government initiatives. SafeHarbor currently provides customer and technical support for eight digital government initiatives and four state agencies under a master contract.

For the Department of Social and Health Services (DSHS), SafeHarbor provides a customized Web self-service support environment to support the Electronic Claims Submission (ECS) system. The ECS is the Medical Assistance Administration's new Internet-based electronic billing system for physicians, medical vendors and dental providers. This system allows physicians, medical vendors and dental providers to submit or update claims in a standardized electronic format.

SafeHarbor has also launched 24-hour customer service for the Department of Labor and Industries (L&I), including the agency's popular Express Filing site, which allows employers to file industrial insurance quarterly reports online using an electronic payment method. In addition, the company is supporting the Department of Information Services' (DIS) Web site, which centralizes information for anyone doing business with DIS, including other state and local agencies. The Department of Information Services manages Washington state's master customer support contract with SafeHarbor.

"One of the most important aspects of doing business via the Internet is the ability to provide customer support whenever people use the service, even if it is in the middle of the night," said Gary Robinson, acting director of the Department of Information Services. "SafeHarbor's self-service support environment allows us to provide 24 hour-a-day customer support, not only making online government services easy to use, but very cost efficient to manage and support."

SafeHarbor's service gives citizens a number of choices for accessing customer service. Users with support questions can get immediate answers via Web self-service on agency Web sites. In addition, SafeHarbor's staff provides live, one-to-one support through a Web case (an e-mail-like Web form), e-mail and telephone. This approach reduces support costs while it enhances the state's efforts to deliver an integrated, satisfying online experience.

"Washington state has made an incredible commitment to its citizens, empowering them to interact with state agencies and receive services conveniently online," said Bo Wandell, SafeHarbor's president. "SafeHarbor's Web self-service support helps ensure successful customer interactions — it actually enhances the usability of the state's online applications — while helping control support costs."

In addition to DSHS and L&I, SafeHarbor provides customer technical support for Access Washington and Transact Washington for DIS, and the Department of Licensing, to aid individuals who regularly access specialized data, pay taxes or conduct similar transactions with the state via the Internet. Other SafeHarbor clients include American Airlines and Adobe Systems.

When people turn to customer service, generally about 80 percent of them are asking a question that has been asked before. SafeHarbor's Web self-service anticipates these common questions, making this service more efficient than the traditional call center approach, which often answers the same questions 100 times a day.

About the Department of Information Services
The Department of Information Services (DIS) provides telecommunications, computing and digital government services to more than 700 state agencies, boards and commissions, local governments, tribal organizations and qualifying non-profits. DIS operates a secure, statewide standards-based telecommunications network providing reliable, economical voice, data and video communications. The DIS data center is the third largest in the Northwest, combining both client server and mainframe computing in a secure, controlled environment. DIS operates the state's Internet portal, Access Washington http://access.wa.gov, offering a single point of entry for government information and services. For more information, visit the DIS Web site at http://www.wa.gov/dis.

For more information about the Department of Social and Health Services' Electronic Claims Submission (SCS) system please visit https://wws2.wa.gov/dshs/maa/index.html or call 1-800-737-0617.

For more information about the Department of Labor and Industries' Express Filing site please visit http://www.lni.wa.gov/expressfiling/.

About SafeHarbor Technology Corp.
SafeHarbor Technology Corp. is the world leader in delivering support as a service for companies who want to interact with customers online. SafeHarbor's Semaphore Service™ provides web self-service customer and technical support as a smarter alternative to traditional assisted customer service.

The company creates and continuously optimizes online support environments, building user preference for web self-service. This service improves site or application usability, support efficiencies and customer satisfaction for our clients. On average, 80% of our clients' end-users get immediate answers through web self-service. The remaining 20% are answered by live, one-to-one support--including web case, e-mail and phone. This success rate helps clients significantly reduce support costs.

SafeHarbor's corporate headquarters are in Satsop, Wash.--90 miles southwest of Seattle. The company also has offices in Seattle and New York. To learn more, please visit www.safeharbor.com.

Press Contact:
Susan Cummings
SafeHarbor Technology Corporation
(206) 922-5000
sue@safeharbor.com

Shannon Whiteaker
Department of Information Services
(360) 902-3520
shannonwh@dis.wa.gov

back to top