Desired Outcomes: Customer Reporting Tool • Free-to-use solution for customers, ideally offering multilingual support. • Phone-to-text functionality that converts voice messages into written reports for internal routing and action. • Text-based reporting for quick, seamless submission. • Online submission platform accessible on desktop, tablet, and mobile devices, with the option for anonymous reporting or account-based submission. • Optional mobile application providing the same functionality as the online submission platform. • Smart guidance and intuitive customer selection to ensure reports are accurately categorized and routed with minimal STA staff intervention. Notifications • Immediate receipt confirmation to customers through the same channel used for report submission. o Feedback loop should be customizable based on keyword, type of submission, etc. o Response should be different outside of STA hours of operation, during holidays, etc. • Real-time intake and routing of reports to the appropriate department, with urgency levels flagged by the tool. • Customizable internal notifications to monitor service level agreements (SLAs) for department response times...
