1 Overview of the CLMSO Customer Services Center for the FSCPE/SDC/CIC Steering Committee Mike Berning, Assistant Branch Chief Customer Services Branch.

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Overview of the CLMSO Customer Services Center

for the FSCPE/SDC/CIC Steering Committee

Mike Berning, Assistant Branch Chief

Customer Services Branch

February 16, 2011

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Customer Service Center

• Overview

• Our Channels

• Our Services

• Activity By Volume and Type

• Where You Could Help

Customer Services Center Overview

• Branch Within the Communications Directorate’s Customer Liaison and Marketing Services Office

• Staff of 15 with vast experience of Census Bureau products and programs

• Capacity to categorize customer interactions

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Customer Service Channels

• Telephone Assistance Center

• Web-Based “ask a question”

• “Snail Mail”

• Web Chat – coming soon!

Our Services

• Response to a broad range of data and program questions and issues

• Categorization and reporting of interactions– Metrics on customer concerns

• The Census Product Update

• Legal Certifications

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Our Average Activity

• 200 - 300 calls per day

• 50 -75 Web Questions per day

• 5 - 10 “Snail Mails” Per Week – generally from occupants of penal institutions

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Customer Service Center Volume of January Activity

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Customer Service Center Categories of January Activity

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Interactions Related to 2010 Data Release

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Customer Service Center Most Read FAQS in 2011

• 2010 Census: When will data be available?• 2010 Census: Employment Status• Population by Age and Sex• American Fact Finder: Race and Ancestory

Data• Geneology: Family History• American Community Survey: Must I

Respond?

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Where We Could Use Your Help

• As a local resource for selected questions/issues data requests for your area

• As a local resource for referral of American Fact Finder familiarization requests

• Regular communications to share updates and potential hot topics

• Other?

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Questions?

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Contact Information

Mike Berning

Assistant Chief Customer Services Branch

Customer Liaison and Marketing Services Office

U.S. Census Bureau

Email: [email protected]: (301) 763-2028