HomeMy WebLinkAboutSB Stat Memo_Q2 Customer ServiceEXCELLENCE | ACCOUNTABILITY | INNOVATION | INCLUSION | EMPOWERMENT
SBStat 2020
SBStat 2020
City of South Bend | Performance Management
July 28, 2020
SB Stat – Customer Service
City Performance Management
2020 Q2 Pre-SB Stat Memo
2020 SB Stat Portfolio Summary
Project Project Manager Projected
Completion
Project
Status
311 Baseline Data and Trends David Finley 2020 Q4
Utility Baseline Data and Trends David Finley 2020 Q4
Variable Message Rates TBD TBD
311 Service Portal Anna Kennedy 2020 Q4
Discussion & Analysis
• 311 Baseline Data and Trends – Cynthia Simmons, Cathleen Sutherland, & David Finley
• Utility Baseline Data and Trends – Al Greek, Kim Thompson, & David Finley
• Project Updates
o 311 Service Portal
o Next steps on unpaid utility bills
Prospective Projects for 2020
Prospective Project Priority-level* Performance Goal**
Customer Service Best Practices for City employees Low Better, quicker decisions
Utilities Dashboard Medium Better, quicker decisions
Predictive analysis for water main breaks and service leaks Medium Better, quicker decisions
*Categories: Low, Medium, or High
**Categories: (1) Better, quicker decisions, (2) Cost savings, (3) Experimenting for what works, (4) Repurposing resources, and (5) Stakeholder
Engagement
SBStat 2020 July 28, 2020
Legend Project Cancelled Project Delayed Project on Schedule
EXCELLENCE | ACCOUNTABILITY | INNOVATION | INCLUSION | EMPOWERMENT
SBStat 2020
City of South Bend | Performance Management Teams Meeting
Customer Service Stat 2020 Q2 Agenda
1. Welcome (5 minutes) – David Finley
• Introductions
• Agenda
2. Meeting Purpose (10 minutes) – Mayor James Mueller, Denise Riedl, Eric
Horvath
3. Analysis & Discussion (60 minutes)
• 311 Baseline Data and Trends – Cynthia Simmons, Cathleen Sutherland, &
David Finley
• Utility Baseline Data and Trends – Al Greek, Kim Thompson, & David Finley
• Project Updates
i. 311 Service Portal
ii. Next steps on unpaid utility bills
4. Prospective Projects (10 minutes)
• Customer Service Best Practices for City employees
• Utilities Dashboard
• Predictive analysis for water main breaks and service leaks
5. Celebrating Our Values (10 minutes)