[Updated 2026] CivicPlus Celebrates Eighth Consecutive Year of Sales & Customer Service Stevie® Awards Recognition

MANHATTAN, KS – March 6, 2026 – CivicPlus^®, a public sector SaaS leader,

today announced that it earned four honors in the 2026 Stevie® Awards for Sales & Customer Service, recognizing excellence in customer service, operational performance, and AI-driven innovation.

CivicPlus received the following 2026 awards:

• Silver Stevie® Award: Customer Service Training Team of the Year – Internal – Technology Industries
• Bronze Stevie® Award: Customer Service Department of the Year – Computer Software – 100 or More Employees
• Bronze Stevie® Award: Best Customer Satisfaction Strategy
• Bronze Stevie® Award: Achievement in AI-Driven Sales Automation

These recognitions reflect the company’s continued investment in customer-first innovation across its customer service and revenue operations teams.

Silver Stevie®: Customer Service Training Team of the Year (Internal – Technology Industries)

The CivicPlus Technical Support, Knowledge Management, and Internal Systems Engineering teams were recognized for leading a bold, enterprise-wide artificial intelligence (AI) transformation that redefined how employees learn, work, and serve customers. Over the past year, the team:

• Migrated more than 10,000 knowledge articles, 50,000 media assets, and 1M+ case records to AI-ready platforms
• Launched AI-powered training agents built around customer personas
• Deployed an AI Employee Assist Bot to provide contextual, real-time support
• Increased internal search success rates from 72% to 80%
• Implemented interactive decision trees and AI-powered feedback systems to improve accuracy and speed

This transformation empowered employees with smarter tools, strengthened service consistency, and elevated customer experience across the organization.

Bronze Stevie®: Customer Service Department of the Year

The CivicPlus Technical Support team, comprised of approximately 80 professionals, was honored for its work delivering industry-leading performance while modernizing its operations with AI-enabled solutions. Key achievements include:

• 96% Customer Satisfaction (CSAT) across 120,000+ interactions
• 80% AI-powered self-service deflection, significantly above industry averages
• Improved first-response effectiveness to 72%
• Modernized Salesforce Service Cloud operations, migrating over 1 million records
• Expanded omni-channel AI capabilities, including intelligent voice routing and chat optimization

Through platform upgrades, automation, and advanced analytics, the team enhanced scalability, accelerated response times, and strengthened support for CivicPlus customers that serve more than 340 million residents across North America.

Bronze Stevie®: Best Customer Satisfaction Strategy

The CivicPlus Technical Support team was also awarded a Stevie® for award-winning customer satisfaction strategy, which centers on a data-driven, AI-empowered approach to continuous improvement. Enhancements included:

• Real-time sentiment analysis and AI-powered feedback loops
• Centralized operational and product data for improved insights
• Advanced lifecycle dashboards and journey analytics
• Expanded 24×7 support capabilities
• Automated incident response workflows with more than 20 new insight engines

These initiatives resulted in measurable gains in customer satisfaction, retention, and long-term value, reinforcing CivicPlus’ leadership in the GovTech sector.

Bronze Stevie®: Achievement in AI-Driven Sales Automation

For the first time, CivicPlus was recognized for innovation in AI-driven revenue operations through its Lead Passing Automation (LPA) system. Developed by the CivicPlus AI Enablement team, LPA automates qualification, relationship mapping, and routing of inbound leads within Salesforce using a governed, multi-agent AI architecture. The system:

• Reduced lead processing time from 5 to 10 minutes to under 2 minutes per lead
• Eliminated event backlogs of 1,000+ leads
• Achieved approximately 99% routing accuracy
• Reduced operating expense by 63%
• Lowered cost per passed lead from $8.49 to $3.13

By combining orchestration, deterministic CRM validation, and structured AI reasoning, CivicPlus delivered faster speed-to-lead, improved transparency, and scalable automation while maintaining strict governance controls.

Continued Commitment to Excellence

“These Stevie® awards reflect our unwavering commitment to delivering exceptional service and meaningful results for the government agencies and communities we serve,” said CivicPlus Vice President Mike Brochu. “Our teams continuously raise the bar by strengthening collaboration, refining our processes, and staying focused on what matters most: helping our customers succeed. We are proud of this recognition and grateful to the employees who make it possible every day.”

The Stevie Awards for Sales & Customer Service are the world’s top honors for customer service, contact center, business development, and sales professionals. The Stevie Awards organizes nine of the world’s leading business awards programs, also including the prestigious American Business Awards® and International Business Awards®.

Previous CivicPlus Stevie® Award Accolades

• 2025
  • Gold Stevie Award for Customer Service Training Team of the Year (External, Technology Industries)
  • Silver Stevie Award for Young Customer Service Professional of the Year (Technology Industries)
  • Silver Stevie Award for Customer Service Training Team of the Year (Internal, Technology Industries)
  • Bronze Stevie Award for Customer Service Department of the Year (Computer Software, 100 or More Employees)
  • Bronze Stevie Award for Best Customer Satisfaction Strategy (Business Services)
• 2024
  • Gold Stevie Award – Customer Service Training Team of the Year (Internal, Technology Industries);
  • Silver Stevie Award – Best Use of Technology in Customer Service (Computer Industries)
  • Silver Stevie Award – Customer Service Department of the Year (Computer Software, 100+ Employees)
  • Silver Stevie Award – Best Customer Satisfaction Strategy
  • Bronze Stevie Award – Achievement in Developing and Promoting Women & Achievement in Customer Experience.
• 2023
  • Gold Stevie Award – Customer Service Training Team of the Year (Internal, Technology Industries)
  • Bronze Stevie Award – Best Customer Satisfaction Strategy (Technology Industries)
  • Bronze Stevie Award – Remote Customer Service Innovation of the Year (Technology Industries).
• 2022
  • Gold Stevie Award – Best Customer Satisfaction Strategy
  • Silver Stevie Award – Most Valuable Response by a Customer Service Team
  • Bronze Stevie Award – Front-Line Customer Service Team of the Year (Technology Industries).
• 2021
  • Silver Stevie Award – Customer Service Department of the Year (Computer Software, Up to 100 Employees)
  • Bronze Stevie Award – Most Valuable Response by a Customer Service Team (COVID-19)
  • Bronze Stevie Award – Front-Line Customer Service Team of the Year (Technology Industries).
• 2020
  • Silver Stevie Award – Front-Line Customer Service Team of the Year (Technology Industries)
  • Bronze Stevie Award – Customer Service Training or Coaching Program of the Year (Technology Industries).
• 2019
  • Bronze Stevie Award – Front-Line Customer Service Team of the Year (Technology Industries).

CivicPlus’ Commitment to Exceptional Customer Service

CivicPlus is committed to the highest level of technical support so that government staff, officials, and leaders can efficiently use our software solutions to power resident interactions, increase community engagement, and create positive civic experiences. Our dedicated technical support staff looks forward to assisting you in the most effective ways possible as we strive to stay current on technological trends and maintain a deep, ever-changing knowledge base of digital resources in the CivicPlus Help Center.

About The Stevie® Awards

Stevie Awards are conferred in nine programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East & North Africa Stevie Awards, The American Business Awards, The International Business Awards, the Stevie Awards for Great Employers, the Stevie Awards for Sales & Customer Service, the Stevie Awards for Technology Excellence, and the Stevie Awards for Women in Business. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations and territories. More than 1,000 professionals around the world participate in the Stevie Awards judging process each year. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie® Awards at http://www.StevieAwards.com.