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"When can I expect my tax refund?" "Is the name for my new business being used by anyone else in Ohio?" "Where do I apply for a driver's license?" Time was that typical questions like these about state government could only be asked with a phone stuck to one's ear. The Internet has changed that. Live Help, a feature on the State of Ohio's Web site at www.ohio.gov, takes questions like these Monday through Friday, 8 a.m. to 5 p.m. Answers or links to answers are provided by an online operator. After hours, questions may be e-mailed with answers provided by e-mail the following business day. The feature recently marked its first anniversary. It has answered questions from more than 21,000 visitors. "We launched
Live Help to make it easier for people to navigate through information
about state government on the Web providing the best value for taxpayers
and customers," said Greg
Jackson, director of the Ohio Office
of Information Technology and state chief information officer. "We
are able to use Live Help to guide people to exactly where they need to
be on the Web site for the online service or information they are seeking." "Live Help was flooded with e-mails when the legislature passed bills to legalize concealed weapons and to restrict telemarketing calls. We don't provide legal advice, but we do direct people to sections of the Ohio Revised Code for specific language on new state laws," Lane said. It is hoped the format will expand with state agencies deploying Live Help on their Web sites so their customer service staff can answer questions specific to their agency's programs. Live Help also plans to work closely with Gov. Bob Taft's new Jobs Cabinet on its Web-related initiatives. Live Help also solicits
feedback from visitors. To date, 90 percent of those responding say they
are very pleased with the service. | ||||
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