2018 Innovation and Technology Annual Report

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tis°STH 8� Filed in Clerk's Office °� _�I�° , :W\ aa [ EBO1J2019 x- ••• x : KAREEMAH FOWLER 1865 CITY CLERK,SOUTH BEND, IN CITY OF SOUTH BEND I N \OVATI O\ & TECH \OLOGY 2018 Departmental Annual Report The Department of Innovation and Technology evolved in 2018, leading the deployment of the new City website, executing on a nationally recognized mobility innovation pilot, and continuing to support internal technology and performance management needs of City Departments. Through these activities and others, the department continues its journey towards empowering an innovative workforce and a thriving community through technology, data, and strategic partnerships. This report contains the highlights of what has happened in its six divisions this year. Division of 311 Customer Services Center The 311 division oversees the City's customer service which connects to our residents with a single point of contact for all requests and non-emergency incident reporting. 2018 achievements include: • Maintained and connected employees across 50+facilities. Uptime continue to improve during this timeframe between this year and last year • 134,097 calls answered for 12 departments • Processed 1,589 email requests • 134,097 calls answered for 12 departments • Processed 1,589 email requests • Processed 2,480 voicemail messages • 311 continued to enter calls and assist with Knowledge Base Management in CRM • 311 continues to identify subjects requiring new Articles • Partnered with Code Enforcement • Continued ongoing proactive approaches to innovative information sharing regarding the City's current events • Abandoned call rate was approximately 2% • Average wait time was 10 seconds • Average speed of answer was 10 seconds • 311 transferred 474 calls to Building Department EXCELLENCE I ACCOUNTABILITY I INNOVATION I INCLUSION I EMPOWERMENT 1200 County-City Building 1227 W.Jefferson Bvld.I South Bend.Indiana 46601 1 www.southbendin.gov