HomeMy WebLinkAboutSession 9 - 2019 Budget - IT-Innovation-311 Call Center - AppendixAppendix C: Updates
SBPD In Car and Body Worn Video
166 Body Cameras and 170 In Car Video Solutions Deployed as of 05/31/2018
Annual Recurring Maintenance Through 2021 is $150,000/year
6 Utility specific Wireless Access Points
Since 4/1/18, roughly 8.54TB of data (mostly videos) uploaded to Utility Cloud storage through
SBPD Utility’s ISP
There is currently 9.8TB of data/videos on the SBPD Utility Cloud storage.
Status of All Tickets
May 20, 2018 thru August 19, 2018
What are the top 10 issues for All Tickets
May 20, 2018 thru August 19, 2018
Help Desk Tier 1 & Tier 2 Survey Results
May 20, 2018 thru August 19, 2018
Topic Project Type Notes
Hearing Process Configuration
Improvements Vendor The current procedure in the system is data entry heavy, and there may be available
functionality we aren't using and are unaware of
Accela Citizen Access Improvements Vendor
The current form for the landlord registration is setup based on functionality limitations of
the website, and we would like to explore ways to improve that and the overall user
experience on the site
Ticketing: Citation Process
Development Internal
We have not configured all of the available ticket types in Accela because there was not an
agreed upon structure that we could help replicate. The inspector team all ticket at different
times along the process, and that is hard to build in the system.
Ticketing: Electronic Payments Dept. Partners The functionality to accept online payments exists, but has not been built out for tickets or
invoices processed in Accela.
Address, Parcel, and Owner Data (APO)Internal
Within our current setup, APO info is updated monthly, but we are trying to setup a new
version where we would have a live connection to our databases to access as up to date
owner info as possible. There have been many issues trying to get that live, and the Accela
Engineering team is aware and working on them.
Accela Mobile Applications Accela Support
Accela is currently developing a new application to replace the existing 2 apps that the Code
inspectors use out in the field. The apps have limited functionality, which makes case
management less effective while doing field work
Document Management Vendor Ability to have invoices and notices attached to record once generated, supporting evidence
gathering procedures
General Process Configuration
Improvements Internal & Vendor
There are changes that could be made to continuously improve on the Code team's
experience with the system, like updating process statuses to better reflect the case's current
state. Not all citation types are in live Accela, namely Zoning violations. Zoning citations are
so infrequent that they were never prioritized as a development project.
Accela: Issues and Improvements
Impact
Team Accountability
Data Integrity
•Reporting and accuracy of data available per record,
especially in the event of appeals
•Improvements planned to avoid issues with parcel
ownership information*
•More explicit support to follow standardized procedures
•High level of engagement from department on continuous
development
•Inspectors are provided, on a weekly basis, their workload
progress in order to take action the following week
•Supervisors can schedule their teams’ work a few days in
advance, or intervene on issues quickly with access to all
the necessary information in one place
Impact
Real-time Processing
Transparency
•Residents can access basic record information through the
citizen access site, the same site the 311 liaisons use to
share updates with residents over the phone –potential
improvements in outreach and education
•Field staff execute procedure in real time –Use to be up to
2 week lag before Accela
•Inspectors and back office staff have instant access to
photos
•No paper processing –Staff has commented that they used
to have to do paperwork at home transcribing paper
311 Satisfaction from Survey
311 Satisfaction Benchmark
311 Streetlight Issues
311 Engineering
Streets
AEP
Current Process•80% of Street Lights are owned
by AEP (Electric Utility)
•AEP is responsible for the
maintenance and safety of these
light and poles
•AEP has an online reporting
system
•When a resident calls 311, we
ask:
•Location, Issue Type (Options Set)
•Does the light issue pose a safety concern
for motorists or pedestrians?
•If yes, what is the nature of the hazard?
•Pole Number, Additional Information
•We pass this information to
Streets and Engineering
•Opportunities for Improvement 0
10
20
30
40
50
60
70
80
90
100
Jul Aug Sep
Number of Streetlight Outages Reported and Repeated
Reports
1
2
3
4
Streetlights in South Bend
Green are City Owned
Purple are AEP Owned
Street Lights Reported Since July –80% are still active
176 Total,143 Active,33 Inactive