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Home My WebLink AboutSBStat 2021 - Customer Service Q2SBStat | Customer Service 2 0 2 1 Q u a r t e r 2 J u l y 2 0 , 2 0 2 1 C i t y o f S o u t h B e n d SBStat 2021 Ground rules for SB Stat Meetings 1. No stupid questions Use this space to ask and address difficult questions safely 2. Data-driven decision making Strive to make decisions based on whatever most recent data is available 3. Relentless follow-up Identify clear action items and owners after each meeting 4. A bias towards action Continuously seek to improve: our data, our ways of working, etc. Good questions to be asking… •What are the next steps on this project? Who’s going to own it? •Do we have the data we need to make a good decision? If not, how can we get that data? •Is there a strategy or hypothesis on this issue we want to test during the next quarter? SBStat 2021 Today’s Agenda I. Project updates from previous Stat meeting II. Data overview from past quarter III. Deep-dive analysis & discussion -Customer Service Audit-Utility Data Update IV. Taking action -Identifying clear action items and owners V. Celebrating our values https://www.mckinsey.com/industries/public-and-social-sector/our-insights/improving-the-customer-experience-to-achieve-government-agency-goals SBStat 2021 Highlights from this past quarter Project updates from previous Stat meetings SBStat 2021 Customer Service Portfolio Summary Status of SBStat projects in the queue for 2021 Project Brief Description Status Bloomberg Innovation Support - Economic Relief from Utility Bills South Bend was selected to participate in a national city cohort where cities are tackling timely challenges,utilizing best practices from other cities, Bloomberg, and its partners. Service Level Agreements Revamp A Service Level Agreement is a contract between a service provider (311) and its customers (departments)establishing the expected amount of time it will take to deliver a service Universal Application for Financial Assistance Creating a streamlined application to make it easier for residents to apply for multiple social assistance programs Online Service Portal Strategic Communications Developing evergreen digital content to promote online service portal usage Customer Service Audit Auditing the accessibility of customer service interactions residents have with the City Legend Project on schedule Project delayed Project cancelled Project under consideration Project Update 1 -Service Level Agreement Revamp •311 will be taking the lead with smaller departments / teams. •Deliverables from these meetings will be (1) a signed MOU between 311 and the department, (2) up-to-date KBAs, and (3) up-to-date SLAs. •311 and BA teams will meet with larger departments / teams. •Deliverables from these meetings will be (1) a signed MOU between 311 and the department, (2) up-to-date KBAs, and (3) up-to-date SLAs. SBStat 2021 Connecting Customer Service to City-wide Performance Management Framework Performance Analytics & Transparency More diverse, outcome-focused metrics to manage customer service for residents •SLA Target Percentage •Service quality by geographic unit Database (CRM)311 MOUs with Departments Residents submitting service requests (Online or via 311) Current quarterly statistics •Total calls by department •Service requests by department SBStat 2021 Project Update 2 -Bloomberg Innovation Training •Universal application for assistance •Addressing the problem that it can be difficult for residents to apply to many programs •Engagement Incentives for Hard-to-Reach Voices •Addressing the problem getting feedback from vulnerable/busy groups, addressing the problem of high utility bills and assistance uptake SBStat 2021 Project Update 3: Universal Application Examined four programs: 1.Lead Safe Program 2.Citywide Classroom Program 3.St. Joseph County’s Emergency Rental Assistance Program 4.Customer Assistance Program Initial scoping findings: •Out of 121 questions, only 18 were shared across all four programs. •Required documentation doesn’t match across the four programs, nor do eligibility criteria. •Insufficient overlap in back-end processes Project Update 1 -Universal Application Short-term Medium-term Long-term •Universal application connected to municipal ID program Project Update 1 -Universal Application Short-term Medium-term Long-term •Share utility data for targeted outreach •Landlord outreach •Back-end process improvements •Trimming application length where possible •Application assistance office hours at the library •Toolkit for council Project Update 1 -Universal Application Short-term Medium-term Long-term •Share utility data for targeted outreach •Landlord outreach •Back-end process improvements •Trimming application length where possible •Application assistance office hours at the library •Toolkit for council •Universal online screening •Auto-enrollment for programs with shared income eligibility •Programs refer new enrollees to each other •Phone banking screening Project Update 1 -Universal Application Short-term Medium-term Long-term •Share utility data for targeted outreach •Landlord outreach •Back-end process improvements •Trimming application length where possible •Application assistance office hours at the library •Toolkit for council •Universal online screening •Auto-enrollment for programs with shared income eligibility •Programs refer new enrollees to each other •Phone banking screening •Universal application connected to municipal ID program SBStat 2021 Data overview from previous Stat meeting Summarizing data points and statistics from the past quarter related to core operations and delineating key insights 2021 so far Key insights from breaking down 311 call data After a high call volume in Q1, call volume fell in Q2 compared to past years. 311 received about 3,000 less calls in Q2 compared to this same time in 2019 and 2020. Some city services / service requests that received less calls include ‘Requesting an extra trash pick-up’ (down by 800 –1500 compared to 2019/2020) and ‘I received a code enforcement letter (down by 1,100 compared to 2019/2020). 0 5,000 10,000 15,000 20,000 25,000 30,000 35,000 40,000 45,000 Q1 Q2 Q3 Q4 2019 2020 2021 2021 Forecast Projecting historical and current trends onto 2021 data to inform decision-making and planning If call volume returns to the trends of past years, 2021 will be a middle-of-road year for resident engagement with 311. If call volume continues to come in at a 2021 Q2 rate, we would expect approximately ~25,000 calls total in 2021. 0 5,000 10,000 15,000 20,000 25,000 30,000 35,000 40,000 45,000 Q1 Q2 Q3 Q4 2019 2020 2021 Projection (historical trend)Projection (current trend) 2021 Analysis and Forecast | Service Requests After a down year in 2020, service requests are back and a bit ahead of the pace set in 2019 (+~500). There are typically ~1,500 less service requests in the second half of the year. In general, fewer service requests are submitted for Council Districts 4, 5, and 6. Quarterly statistics and benchmarks for Q2 Customer Service Stat Number of calls per 100 residents Data point 127 Percent of calls that are transferred to another department Data point 27% Increase in service requests from 2019/2020 average Data point 3~2,500 Percent of service requests that are made through the online service portal Data point 43.5% SBStat 2021 Proposed Next Steps 1.Create personas/customer journeys for power users, residents we target for social assistance programs, and residents in low 311-usage Council Districts •Inform opportunities for trimming City forms and locations to offer application assistance 2.Monitor KBA usage and support departmental service requests as the City continues to resume pre-pandemic operations Any other thoughts, ideas, or questions? SBStat 2021 Online Service Portal Strategic Communications Online Service Portal Strategic Communications Creating evergreen digital content for City communications and do more for City residents Over half of 2021 YTD pothole reports for the year came during the month of April 96 out of 386 total 2021 online service requests came during April Online Service Portal Strategic Communications Proposed Next Steps 1.Establish a performance target for service portal usage 1.Review benchmarks and best practices 2.Develop strategic communications schedule for evergreen content by Q3 Stat (September 2021) SBStat 2021 Deep-dive analysis & discussion Diving deep into a few key initiatives being undertaken to improve city performance •Customer Service Audit •Utility Data Update SBStat 2021 Customer Service Audit BACKGROUND / CONTEXT AVAILABLE DATA & ANALYSIS OPTIONS TO IMPROVE PERFORMANCE SBStat 2021 What are we defining as a "customer service interaction"? Calling 311 about a pothole Providing feedback at a budget meeting Signing up for RSVP Participating in a neighborhood planning initiative Signing up your child for VPA swim lessons Going to the PD academy Applying for an assistance program Attending an event at Best Week Ever Paying a Utility Bill SBStat 2021 What are we defining as a "customer service interaction"? Calling 311 about a pothole Providing feedback at a budget meeting Signing up for RSVP Participating in a neighborhood planning initiative Signing up your child for VPA swim lessons Going to the PD academy Applying for an assistance program Attending an event at Best Week Ever Paying a Utility Bill These are transactional in nature and relate to requesting or correcting services provided by the city. They may or may not involve a human (aka "contactless"). Not all engagements with the City are customer service interactions SBStat 2021 250 Customer Services: What do we need to know about them? How can I access these services? •Online •In-person •By phone •Mail SBStat 2021 250 Customer Services: What do we need to know about them? How can I access these services? •Online •In-person •By phone •Mail Are the applications and webpages readable? SBStat 2021 250 Customer Services: What do we need to know about them? How can I access these services? •Online •In-person •By phone •Mail Are the applications and webpages readable? Is there a survey or a way to provide feedback? SBStat 2021 250 Customer Services: What do we need to know about them? How can I access these services? •Online •In-person •By phone •Mail Are the applications and webpages available in Spanish? Are the applications and webpages readable? Is there a survey or a way to provide feedback? SBStat 2021 250 Customer Services: What do we need to know about them? How can I access these services? •Online •In-person •By phone •Mail Are the applications and webpages available in Spanish? What do I need to access these services? •Printer •Payment •Upload documentation •More than 15 minutes Are the applications and webpages readable? Is there a survey or a way to provide feedback? SBStat 2021 250 Customer Services: What do we need to know about them? How can I access these services? •Online •In-person •By phone •Mail Is there an easy-to-find email address or phone number for assistance?Are the applications and webpages available in Spanish? What do I need to access these services? •Printer •Payment •Upload documentation •More than 15 minutes Are the applications and webpages readable? Is there a survey or a way to provide feedback? SBStat 2021 250 Customer Services: What do we need to know about them? How can I access these services? •Online •In-person •By phone •Mail Is there an easy-to-find email address or phone number for assistance?Are the applications and webpages available in Spanish? What do I need to access these services? •Printer •Payment •Upload documentation •More than 15 minutes Are the applications and webpages readable? Is there a survey or a way to provide feedback? SBStat 2021 250 Customer Services: What do we need to know about them? How can I access these services? •Online •In-person •By phone •Mail Is there an easy-to-find email address or phone number for assistance?Are the applications and webpages available in Spanish? What do I need to access these services? •Printer •Payment •Upload documentation •More than 15 minutes Are the applications and webpages readable? Is there a survey or a way to provide feedback? Can I track the service delivery? SBStat 2021 250 Customer Services: What do we need to know about them? How can I access these services? •Online •In-person •By phone •Mail Is there an easy-to-find email address or phone number for assistance?Are the applications and webpages available in Spanish? What do I need to access these services? •Printer •Payment •Upload documentation •More than 15 minutes Are the applications and webpages readable? Is there a survey or a way to provide feedback? Can I track the service delivery? SBStat 2021 250 Customer Services: What do we need to know about them? How can I access these services? •Online •In-person •By phone •Mail Is there an easy-to-find email address or phone number for assistance?Are the applications and webpages available in Spanish? What do I need to access these services? •Printer •Payment •Upload documentation •More than 15 minutes Are the applications and webpages readable? Is there a survey or a way to provide feedback? Can I track the service delivery? Because we want to know if these services are user friendly for busy residents, residents with reduced access to technology, non-English speaking residents, residents with reduced access to transportation, low-income residents. Why are these considerations important? Preliminary findings Of the 50 services examined, 46% were available by two or more different points of access (online, in-person, mail, phone) Service Availability 46% Of the 50 services examined, 8% required a printer to access. Printer Required8% Of the 50 services examined, 32% required payment some or all of the time. Payment Required 32% Of the 50 services examined, zero had web materials or application materials available in Spanish. Spanish Availability0% 30% Customer Friendliness Of the 50 services examined, 30% received the highest possible customer friendliness score. SBStat 2021 Early recommendations 1.Translate all web content and applications into Spanish. 2.Make all PDF forms editable so that applicants don’t have to have a printer. 3.Service webpages (KBAs) need to be edited for readability, cohesion, and completeness. 4.Services which are only available in-person must develop another point-of-access (online, mail, phone). SBStat 2021 Utility Data Update Utility data update 2021 Utility Data Update –Cash Payments 2021 Utility Data Update –Credit Card Payments 2021 Utility Data Update Number of delinquent accounts SBStat 2021 Taking action Offering policy alternatives, data-based frameworks, and decision points to take action in improving the lives of South Bend residents https://www.mckinsey.com/industries/public-and-social-sector/our-insights/improving-the-customer-experience-to-achieve-government-agency-goals SBStat 2021 Taking Action 2021 Q2 Customer Service Stat Core Operations Support •Create personas/customer journeys for power users and residents we target for social assistance programs •Monitor KBA usage and support departmental service requests as the City continues to resume pre-pandemic operations Online Service Portal Strategic Communications •Establish a performance target for service portal usage •Develop strategic communications schedule for evergreen content by Q3 Stat (September 2021) Customer Service Audit •Translate all web content and applications into Spanish. •Make all PDF forms editable so that applicants don’t have to have a printer. •Service webpages (KBAs) need to be edited for readability, cohesion, and completeness. •Services which are only available in-person must develop another point-of-access (online, mail, phone). SBStat 2021 Celebrating our values This section highlights exemplary work happening in the City to improve performance that may otherwise go unnoticed SBStat 2021 Celebrating our Values and thank you to Juliahna! SBStat | Customer Service 2 0 2 1 Q u a r t e r 2 J u l y 2 0 , 2 0 2 1 C i t y o f S o u t h B e n d