COLUMBUS – The International Association of Commercial Administrators (IACA) recently honored Ohio Secretary of State Jon Husted’s Office with the 2017 IACA Merit Award. Ohio was one of only three jurisdictions worldwide chosen for the prestigious award.
The Ohio Secretary of State’s Office was recognized for their significant improvements to the Business Services Division Call Center and customer service by partnering with the Cleveland Sight Center in January of 2016. The Cleveland Sight Center is a nonprofit organization that provides a range of services including health, childcare and job training to individuals who are blind or have low vision.
“We needed to improve our customer service and the partnership with the Cleveland Sight Center has proven to be a winning combination,” Secretary Husted said. “This is a story of how innovation can save tax dollars and enable the disabled to improve their lives and make Ohio an even better place to start a business. We are all honored to receive this award."
Since working with the Cleveland Sight Center, the number of calls handled per month has gone from 8,000 to more than 12,500 with a 95 percent customer satisfaction rate. Customers appreciate the extended weeknight and weekend business hours the Secretary of State’s Office now offers, as well as a guaranteed wait time of 30 seconds or less before their call is answered compared to the 50 minutes some customers had to wait before the partnership.
Winners of the IACA Merit Award were judged by both past presidents of the IACA organization along with leaders from the private sector. Eligibility to win the award is based off of the applicant’s effectiveness, originality, significance and implementation.