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City of South Bend, Indiana <br />2013 General Fund Budget Departmental Summary <br />311 Call Center Fund Number 101 -0104 <br />311 Phone Line <br />ientof 311 Knowledgetace <br />311 functionality on City wehsite <br />Cily Strategy <br />2013 De ailment Goals & Objectives/Linkage to City Strategies 4 -10 required) Number <br />Provide one stop service centerfor South Bead cd¢ens <br />3,4 <br />Handle cd¢en inquiries and requests in a timely manner <br />3 <br />Implement additional NaviLine features with department workflows <br />3,4 <br />Convertatltltlional departments to 311 Iotlinelknowledgebace <br />3,4 <br />Create city -wide awareness of 311 Line and objectives of 311 <br />3,4 <br />software to promote greater process integati m and tracking of custonrerservice <br />calls to allow for enhanced service and response <br />attaining for users of computer sof vion, to more effectively accomplish their tasks <br />Key Performance Indicators 3E sequined) <br />2011 <br />2012 <br />Actual <br />Estimated <br />2013 <br />Measure <br />T <br />Target <br />if avail. ble <br />if avail. ble <br />Projection <br />Customer call wad time <br />efficiency <br /><1 minute <br />n/a <br />n/a <br />max2 minutes <br />Service level aceuacy <br />effectiveness <br />TBD <br />TBD <br />Accommodate high call volume <br />efficiency <br />'100,000 <br />>50,000 <br />Service Level Quality (client feedback) <br />quality <br />Good- Excellent <br />Good <br />Tvces: output, efficiency, effectiveness, <br />quality, outcome technoloov <br />Page 16 <br />Form 1 <br />