The system was and continues to be a labor-intensive system within the information technology area of the Bureau of State Parks, but has also freed up scores of other employees in the field to provide more direct services to customers. The barriers encountered are probably similar to others in undertaking an initiative of this size. The complexity and variation of the park system was a major one that continues to present a challenge to the call center staff. Learning the ins and outs of 116 state parks is not an easy task. As the time goes by, and people gain more familiarity with what is available, this will continue to improve.
Education is an ongoing challenge as well, both for the employees and the customers.
There are still customers who have not heard of the toll free number, so the challenge becomes ours to educate them and to better market state parks. Resistance is a natural human barrier to change that was encountered throughout our employees. Staff and management worried about the time and involvement needed for the system. One thing that helped overcome resistance was the initial involvement of employees on the planning committee and the ongoing efforts to solicit their input of the problems they are having and the things still needed to be done. Minor problems are still working themselves out.