HIC considers customer service a key factor in being a great company and our customer support team knows our services inside and out. If a customer has a question or problem while using one of our services, our support team is available to help via telephone, email, or live chat from 7:30am to 4:30pm HST Monday – Friday, excluding state holidays. We also contract with a virtual answering service to offer 24/7 phone support to ensure citizens receive the help they need day or night.
Fielding an average of 6,700 requests (monthly) via emails, phone calls and online chats for 110+ services, our team surpasses the requirement set in our contract of returning calls within 2 business days. We return any missed communications the same day and the next business day for communications that come in after business hours. Whether dealing with the public or working with our partners, the team strives to provide accurate and effective information in a timely and professional manner.
Meet the Team
Bobby joined HIC in May 2014 and is a vital part of our customer support team. He is thrilled to be with HIC and truly enjoys helping people.
Norman joined HIC in January 2016, coming to us with over 10 years of customer service experience. Norman is proud & happy to assist users engage with Hawaii government.
Jamie joined HIC in 2011 as a “Temp” hire and soon moved to customer service. After learning the ins and outs of customer service, Jamie took reins as customer liaison to lead the team in July 2012.
Ron is our newest member of the team and joined HIC in March 2017. He comes to us with 10 years experience in quality assurance and customer service and we are lucky to have him!
What Our Customers Are Saying
I always received the answers very quickly, considering different time zones, as if I was the only client that you have (and I know you have a lot of requirements from people)!!! Thank you support team! Mahalo.
You folks are awesome, efficient, and professionals!!!! You are an asset in the government sector. I am not a high-tech individual but your help made my life easier. Thank you very much again.
Everyone I came into contact with in order to get my license were a huge help. Over the phone and at the office. They were very friendly and understanding since we come from the other side of the island.
Questions, issues or compliments? All of our partners have a primary contact for each application that we host. We develop business continuity plans for various scenarios, enabling us to handle adversity quickly. A 24-hour emergency technical support line is also provided.