Department of Innovation and Technology 2016 Annual Report

Home Browse Search

4ypVT1I BFti CITY OF SOUTH BEND �r <Z INNOVATION AND TECHNOLOGY T��F ;3- • Call volume increased by 8.3% due to Solid Waste's Yard Waste Ordinance which encouraged calls to order yard waste receptacles • Abandoned call rate was reduced from 4.9% in 2015 to 2.2%in 2016 • Average wait time was 35 seconds • Average speed of answer was 35 seconds • Average hold time was reduced to 9.5 seconds in 2016 • 311 continues reporting in NaviLine for the Utility, Elemos for Solid Waste, and CRM for all other partnered departments • Liaisons continue to assist with monitoring and responding to Social Media sites for the City of South Bend • Assigned as Initial single point of contact during City's emergency flood Business Analytics Summary The business analytics unit acts as liaisons between City departments and the rest of the Department of Innovation and Technology team.They identify opportunities for process improvement, assist departments in maximizing the use of technology, and provide analytic and project management support to promote organizational change and continuous improvement. Achievements • This year the Business Analytics team led or contributed to over 30 projects that added capacity across at least ten City departments and divisions • Migrated the Open Data Portal to the ArcGIS platform, saving $37,000/year • Introduced enterprise dashboards for human resources and finance • Conducted analyses to inform decisions and programs, including: lead and copper impact assessment, response time analysis for fire station 9, sewer compact fee change analysis, and post grass enforcement season potential collections analysis • Developed tools to better communicate with our residents, including: revision of forestry notices, development of Smart Streets communications, and redesign of the Police Department's website • Assisted with the design and analysis of internal and external surveys, including: the citywide Employee Climate Survey and analysis of DCI's Neighborhood Surveys • Mapped processes across the city to identify opportunities for improvement and promote transparency with residents, including: grass continuous enforcement, engineering process assessment, and handling of community complaints by the Police department • Provided project and performance management to the Group Violence Intervention (GVI), South Bend's evidence-based, collaborative strategy for reducing gun violence • Trained 21 City of South Bend and partner organization employees on behavioral insights and randomized control trials to create policies and communications that promote cooperative behaviors from residents, and launched two interventions