HomeMy WebLinkAboutCSStat_Q1_2021_memoEXCELLENCE | ACCOUNTABILITY | INNOVATION | INCLUSION | EMPOWERMENT
SBStat 2021
SBStat 2021
City of South Bend | Performance Management
March 29, 2021 Customer Service
City Performance Management
2021 Q1 Pre-SB Stat Memo
2021 SB Stat Portfolio Summary
Project Project Manager Projected Completion Project Status
Bloomberg Innovation Training David Finley May 2021 On Schedule
Online Service Request Marketing Anna Kennedy Q2/Ongoing On Schedule
First Call Resolution Anna Kennedy Q2/Ongoing On Schedule
311 Departmental Agreements Anna Kennedy Late Q2 2021 On Schedule
Impact of EnQuesta Implementation on 311 Calls Cynthia Simmons Early Q2 2021 On Schedule
Discussion & Analysis
• First Call Resolution
• 311 Departmental Agreements
• Impact of EnQuesta Implementation on 311 Calls
Prospective Projects for 2021
Project Priority-level* Performance Goal**
Bloomberg Innovation Training Implementation High Experimenting for what works
*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
EXCELLENCE | ACCOUNTABILITY | INNOVATION | INCLUSION | EMPOWERMENT
SBStat 2021
SBStat 2021
City of South Bend | Performance Management
March 29, 2021 Customer Service
City Performance Management
2021 Q1 Pre-SB Stat Memo
Agenda
1) Introduction - David Finley
2) Highlights from the Past Quarter - Anna Kennedy
a. Bloomberg Innovation Training
b. Digital Services Portfolio
3) Data Overview from Previous Meeting – Anna Kennedy
a. Customer Service Dashboard
4) Deep Dive Analysis and Discussion – Anna Kennedy & Cynthia Simmons-Taylor
a. First Call Resolution
b. 311 Departmental Agreements
c. Impact of EnQuesta Implementation on Utility Calls
5) Taking Action – Anna Kennedy
6) Celebrating Our Values – Cynthia Simmons-Taylor