HomeMy WebLinkAboutSB Stat Memo_2021Q2EXCELLENCE | ACCOUNTABILITY | INNOVATION | INCLUSION | EMPOWERMENT
SBStat 2021
SBStat 2021
City of South Bend | Performance Management
July 20, 2021
Customer Service
City Performance Management
2021 Q2 Pre-SB Stat Memo
2021 SB Stat Portfolio Summary
Project Project Manager Projected
Completion
Project
Status
Bloomberg Innovation Training David Finley Complete
First Call Resolution David Finley Complete
Evergreen Social Media Content David Finley Ongoing
311 Departmental MOUs Cynthia Simmons 2021 Q3
SLA Times David Finley 2021 Q3
Utility Forgiveness Data Support Ellen Amodei Ongoing
Customer Service Equity Audit Juliahna Green 2021 Q3
Streamlined Application for Local Assistance Juliahna Green TBD
Discussion & Analysis
• Project Updates
o 311 Departmental MOUs
o Bloomberg Innovation Training
o Centralized/Streamlined Local Assistance Application Merging
• Quarterly Statistics
o KPIs, including First call resolution
o Utility Forgiveness Data Update
• Deep Dive
o Service Access/Equity Audit
o Online Service Request Marketing
o Prospective Project: New Customer Assistance Project design
Legend: Project on schedule Project delayed Project cancelled Project under consideration
EXCELLENCE | ACCOUNTABILITY | INNOVATION | INCLUSION | EMPOWERMENT
SBStat 2021
o Prospective Project: Civiform
Prospective Projects for 2021
Prospective Project Priority-level* Performance Goal**
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*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