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Home My WebLink AboutCustomer Service Stat_Q2SBStat 2020 Customer Service Q2 | July 28, 2020SBStat SBStat 2020 Guidance for a Remote SB Stat Meeting 1.When you’re not speaking, please mute your microphone 2.To ask a question, let the facilitator know you have a question in the chat. This can be as simple as typing: •“Hi I have a question” •“I’d like to follow up on this” 3.The facilitator will let the conversation breathe during discussion, but will step in if needed residents’ livesImprove 1 4 departmentsEmpower servicesImprove 2 dataFocus on 3 These are the SB Stat Program Goals in 2020. These goals serve as a roadmap for departments and guidance from the Mayor on priority areas of focus in 2020 Citywide Performance Management SBStat 2020 Today’s Agenda I. Goals for today and a quick survey II. Using data to drive performance III. Taking action IV. Celebrating our values SBStat 2020 Goals for today and a quick survey SBStat 2020 Goals for Today 1.Build shared understanding of our goals for customer service provided by the City 2.Share data and provide updates on strategic initiatives related to customer service 3.Collect feedback on prospective Stat projects, customer service KPIs, and next steps for Customer Service Stat Drucker Playbook “Our business is not to casually please everyone, but to deeply please our target customer.” –Philip Kotler, Northwestern University •Who is our customer? •Who is the primary customer we’re targeting? •What does the customer value? SBStat 2020 Using data to drive performance Diving deep into a few key initiatives being undertaken to improve city performance •311 Data Overview and Dashboard Prototype •Utility Data Overview and Dashboard Prototype SBStat 2020 Customer Service Stat 2020 Work Plan Customer Service Baseline Data, Trends, Variable Rates January 2020 Memo to Department Heads SBStat 2020 Customer Service Stat Portfolio Summary Status of SBStat projects in the queue for 2020 Project Status 311 Baseline Data and Trends Utility Baseline Data and Trends Variable Message Rates 311 Service Portal Legend Project on schedule Project delayed Project cancelled Project under consideration SBStat 2020 Customer Service 311 Call Center •Division Overview •Available data and Benchmarks •Dashboard Prototype SBStat 2020 311-at-a-glance A general overview of the 311 call center Mission Statement •South Bend 311 is here to answer your questions about City of South Bend services. Guiding and Governing Documents •Service Level Agreements between 311 and departments (SLAs) Staff Overview •~ 8 employees (full-time and part-time) +Tracks calls, service requests, and KBA interactions +Provides deeper level metrics on customers, such as repeat callers, call resolution, and call notes +Call time data, including calls handled, average call length, abandoned calls, average hold length, etc. +Ability to review these metrics by 311 call operator +Target number of hours for a service request to be resolved. Broken down by service and department CRM data Cisco data Service Level Agreements (SLAs) 01 02 03 311 Data A breakdown of available data collected and maintained by the 311 call center SBStat 2020 Available Data Community Survey Results •Data below is from 2018. 2020 results will be available by next Stat meeting. SBStat 2020 SBStat 2020 SBStat 2020 Benchmarking Data and resources available •Average Annual Calls Per 100 Residents •Average Annual Call Handling Time (seconds) •Average Percent of Calls Transferred to Another Department •Percent of all calls abandoned by the caller •Percent of customers surveyed satisfied with the service Fort Wayne, IN, ranked second in call center benchmarking study Key Performance Indicators from other Cities SBStat 2020 2019 Data Review Available Data (CRM) Call Volume by Quarter Top 5 Call Topics 1. Request an Extra Trash Pick-up / Report Missed Trash Pick-up 2. Shut-Off Balance and Payment Deadline 3. Account Balance & Due Date / Payments for Utility Bill 4. Request a Yard Waste Extra Pick-up 5. Starting or Transferring Utility Service 32,190 39,520 35,520 32,510 - 5,000 10,000 15,000 20,000 25,000 30,000 35,000 40,000 45,000 Q1 Q2 Q3 Q4 Top 5 Call Topics (with trash pick up and utilities bill removed) 1. Request a Yard Waste Extra Pick-up 2. Starting or Transferring Utility Service 3. No Article Found –Animal Care and Control 4. 2019 Fall ReLeaf Program 5. Yard Waste Weekly Service 2020 Year-to-Date Available Data (CRM) Call Volume by Quarter Top 5 Call Topics 1. Request an Extra Trash Pick-up / Report Missed Trash Pick-up 2. Account Balance & Due Date / Payments for Utility Bill 3. Shut-Off Balance and Payment Deadline 4. Missed Yard Waste Pick-up Request 5. Starting or Transferring Utility Service 29,640 38,640 - 5,000 10,000 15,000 20,000 25,000 30,000 35,000 40,000 45,000 Q1 Q2 Top 5 Call Topics (with trash pick up and utilities bill removed) 1. Missed Yard Waste Pick-up Request 2. Starting or Transferring Utility Service 3. Yard Waste Weekly Service 4. Yard Waste Container Request 5. Organic Resources SBStat 2020 Workload for Call Center OperatorsAvailable Data (CRM) Average number of calls by each operator taken per day 99 -103 SBStat 2020 Best Practice KPI 2019 2020 Projected Difference 1. Average Annual Calls Per 100 Residents 797 768 (29) 2. Median Annual Call Handling Time (minutes)2 2 0 3. Average Percent of Calls Transferred to Another Department 1.9%1.5%(.4%) KPI Summary and Key Takeaways Breaking down 2019 and 2020 CRM data Key Takeaways 1.2020 is projected to be a similar year in terms of workload as 2019, despite COVID-19 2.Customer service provided by the City is rated more positively than national and regional benchmarks SBStat 2020 Available Data 311 Dashboard Refresh -Prototype SBStat 2020 Discussion Questions Feedback and reactions to dashboard prototype •What do you like about the dashboard prototype? What do you not like? •What data would you like to learn more about? SBStat 2020 Customer Service Utilities •Division Overview •Available data and Benchmarks •Dashboard Prototype SBStat 2020 Utilities-at-a-glance A general overview of the utilities division Mission Statement •We sustain wellbeing through essential water services Guiding and Governing Documents •South Bend Municipal Utilities’ Rules and Regulations Staff Overview •~ 117 employees (full-time only) Programs and services •Water •Wastewater •Organic Resources +Data related to calls into 311 +Common requests include: “How much is my utility bill? +Financial data, including transaction level data, individual accounts, etc. +Some ability to review payment data over time, late payments +Use to track basic activities conducted by staff and services requests +Includes data related to water main breaks, water line breaks, etc. CRM data Naviline data Internal spreadsheets and tracking tools 01 02 03 Utilities Data A breakdown of available data collected and maintained by the utilities division SBStat 2020 •Data to the left is from 2018. •2020 results will be available by next Stat meeting. Available DataCommunity Survey Results SBStat 2020 SBStat 2020 Benchmarking Data and resources available •Benchmarking Project provided by American Water Works Association (AWWA) •Customer service benchmarks include: •Service Complaints •Call Center Indicators •Average Talk Time (minutes) •Average Wait Time (minutes) •Abandoned Calls (%) •Average Calls per Call Center Representative •First Call resolution •Water Service Affordability •Residential Cost of Water Service ($/month) •Delinquency Rate •Wastewater Service Disruptions •Disruptions of Wastewater Service (outages/1,000 accounts) •Average Time to Address Wastewater Service Disruptions (hr) o Disruption Frequency of Wastewater Service SBStat 2020 AWWA Case StudiesConsultant-level support SBStat 2020 Available Data Utilities Dashboard Prototype SBStat 2020 Discussion Questions Feedback and reactions to dashboard prototype •What do you like about the dashboard prototype? What do you not like? •What data would you like to learn more about? SBStat 2020 Project Updates & Taking action Offering policy alternatives, data-based frameworks, and decision points to take action in improving the lives of South Bend residents Project Update 1 311 Service Portal •Current timeline •Scheduled for launch in October 2020 •Initial Services included in roll out •Solid Waste •Project Manager: Anna Kennedy Project Update 2: Unpaid Utility Bills and COVID-19 Response An analysis and overview of available utility data related to delinquent bills SBStat 2020 Unpaid Utility Bills and COVID-19 Response An analysis and overview of available utility data related to delinquent bills Taking Action Coordinating unpaid bills, water shutoffs, and the City’s overall COVID-19 response Available data •Current unpaid bills, segmented by different criteria •Economic indicators for customers with unpaid bills Key context •Moratorium on utility disconnection has been extended through August 14, 2020 by the State •It is uncertain as to whether this moratorium will be extended Decision points for the Mayor •Do we forgive or delay unpaid bill payments for utilities? •How do we address residents’ questions on bill payments? SBStat 2020 Closing out the quarter Customer Service Stat Portfolio Project Status Baseline Data and Trends Variable Message Rates 311 Service Portal Customer Service Best Practices for City employees Predictive analysis for water main breaks and service leaks •Do we have clear next steps for the key initiatives discussed today? •Is the portfolio to the left still accurate? Should the projects next up in the queue be prioritized for next quarter? •Are there any initiatives/areas of interest that should be added to the portfolio for next quarter? Questions to close out the quarter Legend Project on schedule Project delayed Project cancelled Project under consideration SBStat 2020 Celebrating our values This section highlights exemplary work happening in the City to improve performance that may otherwise go unnoticed SBStat 2020 Celebrating Our Values •Reached 1 million contacts to the call center in 2020. •Billi Viganski and Tamina Ewing had a wrap up time of less than 5 seconds between calls for 3 weeks straight. •Kyle Shuppert continues to be the City’s top call taker. SBStat 2020 Celebrating Our Values •Continued to work during COVID-19 pandemic •No noticeable disruptions to operations SBStat 2020 Customer Service Q2 | July 28, 2020SBStat