Recognizing agents of change in government

June 2017

Leslie Giltner

Customer Service Manager

Leslie has worked for the Town of Gilbert, Arizona for 14 years in the Customer Service department. She prides herself on delivering excellent customer and citizen service while also finding ways to become more efficient. She comes from the student loan industry and brings that same standard of excellence and use of technology to local government. The way she performs her duties as Customer Service Manager is one of the reasons Government is Beautiful!

Seth speaks to the SeamlessDocs team in the February installment of the Seamless Speaker Series

Service is Beautiful

Q&A with this municipal champion

How did you get involved with local government?

I was in customer service for several years and saw an opening in local government. I was looking for something in customer service, where my work felt a little more important and I ended up here and it's worked out well!

How did you first hear about SeamlessDocs?

I received a marketing email, and being the first to hear about it (locally) - I was intrigued by the possibilities. We had never even thought about turning our paper forms into more usable versions for our staff and citizens.

Why did you decide to go paperless?

Paper forms were extremely time consuming and wasted a lot of money. After hearing about SeamlessGov we were definitely motivated to change processes we had always taken for granted. A few of our forms were online through Sharepoint, but not as user-friendly and "seamless" as SeamlessGov forms were.

Paul accepts his Service is Beautiful Award from CEO & Founder Jonathon Ende

Seth accepts his Service is Beautiful Award from CEO & Founder Jonathon Ende

"With this new form (the Auto-Pay Form for Utility Bills), SeamlessGov paid for itself within the first couple months, in staff savings alone."

Leslie Giltner

Customer Service Manager

Learn About SeamlessDocs

Town of Gilbert Stats

Real results from this municipality

  • 27 Forms

  • 12,677 Submissions

  • 15 Minutes Saved per Form

  • 3,169 Total Hours Saved

    (Submissions * Time Saved per Form = Total Time Saved)

Culver City Stats

Real results from this municipality

  • 115 Forms

  • 2,352 Submissions

  • 20.5 Submissions per Form on Average

  • 15 Minutes Saved per Form

  • 588 Total Hours Saved

    (Submissions * Time Saved per Form = Total Time Saved)

Leesburg Stats

Real results from this municipality

  • 5/5 User Credits

    143 SeamlessDocs

    15 Web Forms

    158 Total Forms

  • 2,790 Submissions

  • 17.7 Submissions per Form on Average

  • 15 Minutes Saved per Form

  • 697 Total Hours Saved

    (Submissions * Time Saved per Form = Total Time Saved)

Cedar Hills Stats

Real results from this municipality

  • 47 Forms

  • 2,201 Submissions

  • 46.8 Submissions per Form on Average

  • 15 Minutes Saved per Form

  • 550 Total Hours Saved

    (Submissions * Time Saved per Form = Total Time Saved)

What was implementation like?

Once you get in the platform and start playing with it, it is pretty self-explanatory - what's more, our success manager is always available. After we got up and running, we could also leverage SeamlessUniversity for quick answers to questions, making it easier for us and so we didn't have to reach out to our success manager as much. I have been able to figure out a lot of things on my own - your documentation is very good.

One form or process that's been changed by SeamlessDocs?

Our Auto-Pay Form for Utility Bills has been completely changed. In the old process, customers would request it, then fill it out and submit it with a check. We receive 500 - 600 of these paper forms a month so it is extremely popular and important to us. The old way was extremely time consuming, and [sometimes] citizens would receive alerts their service was about to be shut off because they missed bills they were trying to get auto-paid. We received a lot of complaints about this old process.

Once we converted the auto-pay form into a SeamlessDoc, we received dramatically fewer complaints as they could now submit the form in less than a day. We just emailed them a link or they found it on our website, and they could submit the form in minutes. 

Favorite SeamlessGov Feature?

Conditional Show/Hide Fields are super helpful. Before, I built out a Business License form that had way too much information because there were just so many options on the form. When we can show or hide fields based on answers, our forms just look cleaner and are nicer and faster to fill out.

Not having all that garbage show up if citizens don't need it - is nice.

Advice for another municipality just starting out with SeamlessDocs?

Have a lot of ideas for where you want to start or how you want to use [SeamlessGov]. Instead of just going into training, establish what you want to do and what forms you're unhappy with. Think outside the box about what you can do, because what your customers/citizens want is only the first step. 

Also, we have an amazing IT department, so involving a member of IT early on was super valuable. They were able to help us figure out better ways to use our forms and more creative ways to use the platform. You don't want to just take your old PDF forms and convert them and stop there - there's so much else you can do if you just think about it.

Lauren Enea

Success Manager

Lauren is a Success Manager with SeamlessGov. As a Success Manager, Lauren helps cities and counties across the United States utilize the SeamlessGov platform to streamline and digitize business processes. She is passionate about GovTech and helping organizations provide beautiful interactions and experiences for their citizens.

She was born and raised in California and attended the University of California, Santa Barbara where she studied Psychology and Education. She is the youngest of 6 and has a twin sister. Hobbies include Lacrosse, Biking, Hiking, Sailing, Yoga and any outdoor activity!

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