HomeMy WebLinkAboutCSStat_Q1_2021_postmemoEXCELLENCE | ACCOUNTABILITY | INNOVATION | INCLUSION | EMPOWERMENT
SBStat 2021
SBStat 2021
City of South Bend | Performance Management
March 29, 2021
Customer Service Stat
City Performance Management
2021 Q1 SB Stat Post-Meeting Memo
2021 SB Stat Key Takeaways
• First Call Resolution
o Definition:
o Calculation:
• Departmental Agreements
o Departmental agreements establish metrics to measure customer service performance
o Departmental agreements are made up of written contracts, Service Level Agreements, and
Knowledge Base Articles
• Impact of enQuesta Implementation on 311 Calls
o Utility call volume and transfers increased dramatically once enQuesta went live, but have
reduced in the following weeks, going from about 2,000-2,500 calls/month to 7,400 calls in
Feburary 2021
o Escalations peaked just before the go-live, around the time communications were being sent
out to residents
o Interaction time (the amount of time a 311 liaison has an article open during a call) increased
slightly after the implementation
2021 SB Stat Topic Next Steps
• First Call Resolution
o Business Analytics to create initial calculation of first call resolution and compare to initial
city-wide target of 80%
• Departmental Agreements
o Denise to introduce departmental agreements to department heads
o Business Analytics & 311 preparing meeting materials (written contract, SLAs, and KBA list)
o I&T to meet with departments over the next few months, aiming to complete the meetings by
the end of Q2
• Impact of enQuesta Implementation on 311 Calls
o 311 to receive increased access to enQuesta in the coming weeks
o I&T to review changes to call volume, transfers, escalations, and interaction times before and
after 311 role change
EXCELLENCE | ACCOUNTABILITY | INNOVATION | INCLUSION | EMPOWERMENT
SBStat 2021