Baldwin County Commission Customer Service Advisors provide expert advice and guidance to citizens with KPS Universal Knowledge

Baldwin County, Alabama, situated by the Gulf of Mexico and Mobile Bay, has a population exceeding 200,000 according to the 2020 Census. It ranks among the top 10 rapidly growing metropolitan areas in the U.S. Being a decade older than the state itself, Baldwin County is the largest in Alabama, spanning more than 1,600 square miles.

The Baldwin County Commission’s goal is to offer people in Baldwin County customer-friendly services, making sure residents, workers, and visitors can enjoy a safe, vibrant community while appreciating our special heritage and natural resources. The Citizen Service Center covers everything from helping callers and offering court and probate information to managing waste, maintaining parks and recreation, and handling building permits.

For more than 13 years, Baldwin County has relied on Universal Knowledge by Knowledge Powered Solutions (KPS). They first introduced the KPS solution during a broader CRM rollout. Now in its 14th year, the Baldwin County Commission has upgraded to KPS’s flagship Knowledge Management Solution (KMS). This new system offers a highly customizable interface and extra collaboration features.

Customer Service Advisors use the KMS to offer guidance and advice to citizens, businesses, and visitors. They utilize various content types, including data from the Baldwin County Commission website, Knowledge Items created within the KMS, uploaded documents, and decision trees. The KMS serves as a unified platform, making it easy for advisors to access all necessary information through advanced search and browse features.

Decision Trees simplify complex processes in various areas like court proceedings, social services, and license applications. Advisors use them to navigate through a series of questions and answers quickly. The Baldwin County Commission extensively utilizes the collaboration features of Universal Knowledge. The KMS dashboard offers advisors a clear view of crucial information, from hot topics to essential notifications, including any requests for changes or additions to the KMS.

Baldwin County’s website ‘How Do I?’ section runs on Universal Knowledge. Citizens can ask questions using regular language, and Universal Knowledge promptly gives the most fitting answers. This helps citizens get accurate information quickly, and it also benefits the contact center. They can track questions from the self-service portal, see which ones are asked, and check if they are resolved using the knowledge base.

The KMS’s flexible design simplifies the process of sharing information with citizens. It can segregate information for internal and external use, managing a single article at the backend. Each section of a Knowledge Item can have different rights and roles assigned, enhancing control and customization.

‘In emergency situations the KPS KM tool is vital for our operations. When we experienced major hurricanes in 2020, we had to rotate staff in from other departments to support our 24/7 operations. The KPS KM tool is intuitive and these staff members, previously not used to the KMS were able to provide critical information to citizens without delay. Had we not had the KPS KM tool at the time, I’m really not sure how we would have coped with the demand’

‘KPS is a very responsive supplier who works closely with us to ensure the KMS meets our needs today and in the future’

Shannon Spivey
Customer Relationship Manager at Baldwin County Commission

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