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SBStat 2021
SBStat 2021
City of South Bend | Performance Management
October 4, 2021
Customer Service Stat
City Performance Management
2021 Q3 SB Stat Post-Meeting Memo
2021 SB Stat Key Takeaways
• Solid Waste Data Deep-dive
o There are three hot spots in the City for general Solid Waste service requests that could serve as
candidates for pilots and/or human-centered design improvements
▪ In between Lincoln Way West and N Bendix
▪ In between Jefferson Blvd. and McKinley Ave, just north of River Park
▪ E Ewing Ave, in between Michigan St and Miami S
o Requests for Extra Trash Pick-ups has been decreasing slightly in 2021, with most of the requests
occurring on Tuesdays in the past 30 days.
o Generally speaking, the City’s west side request less yard waste containers and information on
yard waste service
o Though customer satisfaction is generally strong compared to peers, it has been static for the
past three years, neither getting better or worse
• 311 Call Transfer Survey
Can’t get
connected
• I can’t get connected to the other department when my call is
transferred.
What is the
status?
• I haven’t heard back from anyone, and I’m not sure what the status of
my issue is.
Repeat caller • I call 311 again because my issue wasn’t resolved, and I want to know
its status.
Other • I want to do the right thing.
• I don’t distinguish between 311 and other departments.
• It’s frustrating that I have to talk to multiple people and repeat myself.
2021 SB Stat Topic Next Steps
• Solid Waste Data Deep-dive
o Create dashboard that tracks solid waste SLA times by
EXCELLENCE | ACCOUNTABILITY | INNOVATION | INCLUSION | EMPOWERMENT
SBStat 2021
▪ Council District
▪ Neighborhoods
o Consider identifying key corridors that deserve extra attention and care from Solid Waste and
Code Enforcement
o Improve route optimization and communications for non-standing routes (i.e. extra trash
pick-ups, etc.)
• 311 Call Transfer Survey
o Process mapping support and improvements
▪ Explore more opportunities for email notifications
o Verify that calls coming from COSB business lines appear as ‘City of South Bend’ on cell
phones
o Create cadence for secret shopper initiatives and/or future surveys
Potential Topics next SB Stat Meeting
• 311 Call Transfer Process Maps & Improvements
• Service Level Agreement Dashboard Prototype