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Home My WebLink AboutSBStat 2021 - Q3 Customer ServiceSBStat | Customer Service 2 0 2 1 Q u a r t e r 3 | S e p t e m b e r 2 9 , 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. Customer Service Portfolio Summary Status of SBStat projects in the queue for 2021 Project Brief Description Status Utility Assistance Program Redesign Revamp and improve the Utility Assistance Program (UAP) 311 Call Transfer Survey Understand residents’ experience when 311 call transfers to another department 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 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 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. Legend Project on schedule Project delayed Project cancelled Project under consideration SBStat 2021 Today’s Agenda I. Project updates from previous Stat meeting II. Deep-dive analysis & discussion -Solid Waste Program Deep-dive -311 Call Transfer Survey III. Taking action -Identifying clear action items and owners IV. Celebrating our values SBStat 2021 Highlights from this past quarter Project updates from previous Stat meetings Project Update 1 -Build the Budget •In total the City had •807 resident engagements: •140 online survey responses •228 in-person budget game participants •115 attendees of the Mayor’s Community Action Group Discussions •324 voicemails collected by 311 SBStat 2021 Project Update 2 -Utility Assistance Program Redesign •Process + System Go-Live in mid-December •Done: •Process maps/program design •In progress: •Automation •Documentation and training •Current Customer Outreach (data collection) •Stakeholder Coordination •Real Services •SJCPL Project Update 3 -Utility Data Update •There are 7,798 total delinquent accounts •3,885 are over 90 days delinquent •Cost estimate for forgiving all 7,798 delinquent accounts of their bill that is 60+ Days past due: $1,808,251 •Cost estimate for forgiving all 7,798 delinquent accounts of their bill in the current pay period and 30+ days overdue: $3,300,303 Note: Data estimates are as of September 27 Project Update 4 -Service Level Agreement Update •Public Works has worked with division directors to update SLA times for each team. Draft times are currently being reviewed by I&T for final questions, concerns, etc. •Draft SLA times are available in the appendix section of this slide deck Note: Data estimates are as of September 27 SBStat 2021 Deep-dive analysis & discussion Diving deep into a few key initiatives being undertaken to improve city performance •Solid Waste Program Deep-Dive •311 Call Transfer Survey & Analysis SBStat 2021 Solid Waste Data Deep Dive – Trends, Hot Spots, & Insights Background & Best Practices Available data & Analysis Insights and discussion https://www.mckinsey.com/industries/public-and-social-sector/our-insights/improving-the-customer-experience-to-achieve-government-agency-goals Best Practice Synthesis Solid Waste program objectives 1.Ensure residents are informed on their weekly collection schedules 2.Provide a high quality, timely, and predictable solid waste collection service 3.Maintain a financially sustainable program that ensures quality service delivery +Tracks calls, service requests, and KBA interactions +Provides deeper level metrics on customers, such as repeat callers, call resolution, and call notes +Missed pick ups, historical analysis of equipment and staffing +Target number of hours for a service request to be resolved. CRM data Routeware data Service Level Agreements (SLAs) 01 02 03 Solid Waste Data A breakdown of available data to inform Solid Waste performance management Workload Solid Waste Performance Measures EffectivenessEfficiency Performance Measures and Best Practices Initial Metrics 1.Percent of residents not satisfied with waste management services 2.Collection cost per ton of waste generated 3.Tons per 1000 population 4.Cost per ton collected 5.Complaints per 1000 collection points 6.Percent of service requests completed on time Units of analysis •City-wide •Council Districts •Neighborhoods •Key Gateways / Routes Units of analysis •City-wide •Council Districts •Neighborhoods •Key Gateways / Routes Potential applications to South Bend •Create dashboard that tracks SW SLA times by •Council District •Neighborhoods •Key Routes CleanStatDashboard Baltimore, MD CleanStat Dashboard Baltimore, MD •URL: https://www.baltopi.com/cleanstat#:~:text=CleanStat%20is%20a%20CitiStat%20initiative,and%20other%20illegal%20dumping%20issues. Key Takeaways •Random spot checks along key corridors (“secret shopper”) •Identified city gateways using traffic volume, economic prominence, and cleaning requests Potential applications to South Bend •Identify key corridors for beautification (would involve PW and DCI) •Conduct spot checks at random intervals SBStat 2021 Supplemental Routing Tool (working title) Tool Overview This tool is in development and not currently in use SBStat 2021 Purpose •A geographic supplemental routing tool for non-standard routing issues •Currently only developed for solid waste team Potential applications to South Bend •Inform route optimization for non-standardized routes •Bin delivery •Extra trash pick-up •Accessible to 311 liaisons for real-time communications with residents Supplemental Routing Tool (working title) Tool Overview SBStat 2021 Best Practices Summary Opportunities for South Bend Create dashboard that tracks solid waste SLA times by •Council District •Neighborhoods •Key corriodors or routes 01 Identify key corridors to receive extra care attention Conduct spot checks at random intervals 02 Improve route optimization and communications for non-standing routes (i.e.extra trash pick-ups, etc.) 03 SBStat 2021 Discussion questions before closing out the topic 1.What do you like about the existing use cases? Were there any that might not be a good fit for South Bend? 2.If the City were to pursue one of these best practices, where should we start? SBStat 2021 Customer Satisfaction with Solid Waste SBStat 2021 SBStat 2021 SBStat 2021 SBStat 2021 SBStat 2021 SBStat 2021 Operations Data Summary SBStat 2021 Customer Service Dashboard Analysis Past 30 Days This Year All Time Total calls 8,559 97,122 412,930 Percent of calls that result in a service request 18%18%14% Total Calls (solid waste only)3,085 (36%)29,058 (30%)138,411 (34%) Percent of calls that result in a service request (solid waste only) 12%16%12% Total Calls (excl. solid waste)5,474 (64%)68,064 (70%)274,519 (66%) Percent of calls that result in a service request (excl. solid waste) 22%19%15% Calls & Service Requests (as of September 24, 2021) SBStat 2021 All Solid Waste Service Requests by Council District (2021) SBStat 2021 Council District Percent of all Service Requests Percent of Solid Waste Service Requests Difference 1 16%16%- 2 23%15%(8%) 3 19%21%2% 4 13%16%3% 5 13%16%3% 6 13%14%1% All Solid Waste Service Requests by Council District (2021) SBStat 2021 Utility Service RequestsPast Three Months Solid Waste Service RequestsPast Three Months Service Requests –Hot Spot Analysis SBStat 2021 Past 30 Days This Year All Time Request an Extra Trash Pick Up 1,490 (48%)11,130 (38%)36,162 (26%) Return Trip Customer Error 209 (7%)2,225 (8%)13,721 (10%) Report Missed Trash Pick Up 135 (4%)1,728 (6%)13,531 (10%) Trash Pick up Holiday Schedule 133 (4%)1,556 (5%)7,601 (5%) Request a Yard Waste Extra Pick Up 128 (4%)1,068 (4%)7,235 (5%) Total Calls (solid waste only)3,085 29,058 138,411 Solid Waste Call Topics (as of September 24, 2021) SBStat 2021 Request an Extra Trash Pick Up Past 30 Days (as of 9/24/21) SBStat 2021 Request an Extra Trash Pick Up Past Year (as of 9/24/21) SBStat 2021 All Reported Missed Trash Pick-Ups (2021) *Note: Data as of 9/24/2021 SBStat 2021 All Solid Waste Complaints (2021) *Note: Data as of 9/24/2021 SBStat 2021 All Yard Waste Container Requests (2021) *Note: Data as of 9/24/2021 SBStat 2021 Weekly Yard Waste Service (2021) *Note: Data as of 9/24/2021 SBStat 2021 Insights | Solid Waste Data Deep-Dive 1.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 1.In between Lincoln Way West and N Bendix 2.In between Jefferson Blvd. and McKinley Ave, just north of River Park 3.E Ewing Ave, in between Michigan St and Miami S 2.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. 3.Generally speaking, the City’s west side request less yard waste containers and information on yard waste service 4.Though customer satisfaction is generally strong compared to peers, it has been static for the past three years, neither getting better or worse SBStat 2021 Discussion questions before closing out the topic 1.What research questions does this data spark for you? Is there additional analysis you would like to see? 2.Does this data change your thinking on applying some of the national best practices shared earlier? SBStat 2021 311 Call Transfer Survey & Analysis BACKGROUND / CONTEXT AVAILABLE DATA & ANALYSIS OPTIONS TO IMPROVE PERFORMANCE https://www.mckinsey.com/industries/public-and-social-sector/our-insights/improving-the-customer-experience-to-achieve-government-agency-goals SBStat 2021 Background 311 liaisons transfer calls for different reasons: Per Agreement Departments request certain requests are always transferred to them •Cold transfers –311 liaisons ends call after transferring resident •Warm transfers –311 liaisons stay on line until other department picks up Additional Information Required 311 liaisons don’t have the information needed to complete the request On Demand Residents request to be transferred SBStat 2021 Goals How can we help residents resolve their issue when their 311 call transfers to a different department? How can we help 311 liaisons help residents with call transfers? How can we help staff in other departments resolve residents’ issues when staff receive transfer calls from 311? SBStat 2021 311 Call Transfer Survey & Analysis Purpose of 311 call transfer survey & analysis •Understand residents’ experience when 311 call transfers to another department Methodology •Called people based on randomized list of call transfers from August 2021 to September 2021 •5 minute phone call •2 question survey Questions 1.Did you have any problems with your call transfer? 2.Was your issue resolved after your call transfer? SBStat 2021 Limitations Small sample size •19 phone surveys conducted out of 972 total calls in August 2021 and September 2021 •0 phone survey with non-English speakers Unreliable narrators •Didn’t fact check every resident’s story with our data Unknown perspectives •311 liaison and staff in other department’s experience in call transfers SBStat 2021 Challenges People involved Challenges Residents •Waits indefinite amount of time for transfer call to connect with other department •Experience dropped call •Hangs up call transfer 311 liaisons •Transfer calls to departments due to lack of available information •Can’t always track outcome of transferred call due to lack of notes Staff in other departments •Never interacts with resident if call drops or resident hangs up 19 phone surveys with residents attempted calls minutes in total Phone survey results 50 95 Phone survey results Number of phone surveys Department call was transferred to Department response 12 Utilities •Did not pick up •Picked up 3 Code Enforcement •Picked up 2 Engineering •Picked up 1 Common Council •Returned call from voicemail 1 Recreation •Did not pick up Phone survey results Yes, 7 No, 12 Question: Did you have any problems with your call transfer? Question:Was your issue resolved after your call transfer? Observed theme: Repeat Caller Yes, 14 No, 5 Yes, 6 No, 13 SBStat 2021 Phone survey themes 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. SBStat 2021 Phone survey themes Department call was transferred to Did you have any problems with your call transfer? Yes Utilities •I can rarely get an answer at water [after getting transferred] because they won’t answer the call. I usually have to physically go into the office. •Getting hold of water is no good. It takes too long to get a live person. •Call back didn’t work, so nobody ever called back. I waited around 4 hours. Common Council •No one picked up the line in the council person’s office, so I left a message. Recreation •Nobody answered or maybe there was an automated phone tree that didn’t have the option I needed. I can’t get connected to the other department when my call is transferred. SBStat 2021 Phone survey themes Department call was transferred to Was your issue resolved after your call transfer? No Code Enforcement •Code said someone would be out to deal with the issue, but there are still trees hanging in the alley. Common Council •She said she would send someone out to investigate, but I haven’t heard back. I haven’t heard back from anyone, and I’m not sure what the status of my issue is. SBStat 2021 Phone survey themes Department call was transferred to Repeat Caller Yes Utilities •Utilities told me they couldn’t see that information. I had to call back. •At least they have my story now, but I thought they had my story from the first call. I call 311 again because my issue wasn’t resolved, and I want to know its status. SBStat 2021 Phone survey themes Department call was transferred to Multiple questions Utilities •I thought I was being a good citizen because the City wasn’t going to get a payment and I called to let them know. •It doesn’t say who called you besides “South Bend Utilities”, but it’s all the same to me. I don’t distinguish between the two [311 and Utilities]. •I had to give my information twice and talk to someone first who didn’t have anything to do with what I was calling about. 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. SBStat 2021 Phone survey themes 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. SBStat 2021 Goals How can we help residents resolve their issue when their 311 call transfers to a different department? How can we help 311 liaisons help residents with call transfers? How can we help staff in other departments resolve residents’ issues when staff receive transfer calls from 311? Taking Action •Process mapping support and improvements •How can we make the process easier for all stakeholders? What can or cannot be changed? •Are we tracking data correctly? Are we closing out work orders correctly in CRM and are we notifying residents? •Explore more opportunities for email notifications •Verify that calls coming from COSB business lines appear as ‘City of South Bend’ on cell phones •Create cadence for secret shopper initiatives and/or future surveys 1.What option for next steps do you find most compelling or interesting? 2.Is there another option for future next steps to consider? Options for Next Steps Discussion questions 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 SBStat | Customer Service 2 0 2 1 Q u a r t e r 3 | S e p t e m b e r 2 9 , 2 0 2 1 C i t y o f S o u t h B e n d SBStat 2021 Appendix Active Knowledge Articles SLA Times Active Knowledge Articles SLA Times Additional Trash Container Request 240 Report Missed Trash Pick-Up Alley to Curbside Trash Pick-up Exception Request 240 Report Property Damage N/a Assisted Trash Collection Request a Yard Waste Extra Pickup 360 Cancel My Extra Trash Pick-up Request 48 Request an Extra Trash Pickup 360 Christmas Tree Pickup Request 360 Request Yard Waste Container Repair 120 Crew Reminder n/a Return Trip Customer Error 48 Customer Compliments n/a Sanitizing My Trash Container n/a Customer Disputes 48 Senior Trash Service Discount Customer Return Call to Approve or Decline Extra Pick-up Charge n/a Solid Waste Contamination Fee n/a Dispute Trash Service Charge Stopping Trash Services Downtown Sidewalk Trash Containers 48 Trash Complaints Exchange Waste Container for a Different Size 120 Trash Container Placement During Construction n/a General Concern n/a Trash Container Repair Request Missed Yard Waste Pick-Up Request 48 Trash Container Replacement Request 120 New Trash and Yard Waste Service Information NA Trash Container Request for New Service n/a No Article Found -Solid Waste n/a Trash Pickup Holiday Schedule n/a Remove Trash Container 120 Trash Service Rates n/a Remove Yard Waste Tote Verify Trash Service Location on Property n/a Report a Missed Extra Trash Pick-Up 120 Weekly Trash Schedule n/a Report a Missed Yard Waste Extra Pick-Up Weekly Yard Waste Service 120 Report an Abandoned Waste Container 48 Yard Waste Container Replacement Request 40 Report Lost Container Due to Flood 120 Yard Waste Container Request NA Service Level Agreement Updates –Draft Solid Waste SBStat 2021 Active Knowledge Articles SLA Times Active Knowledge Articles SLA Times Alley Maintenance Request 72 Basement Flooding 24 Dead Animal in the Street 48 Catch Basin Cave-in 240 Debris in the Street 48 Sewer Backup Snow Bank -Sight Impeded n/a Report Sewer Smell 48 Mailbox Damage from Plow 48 Plugged Catch Basin 24 Lawn Damage from Plow 72 Sewer Misc (No Action)n/a Damage to Curb 72 Sewer Complaints/Repeat Call n/a General Snow Information n/a Missing Sewer Lid 24 Street Flooding 24 2021 Spring ReLeaf Program n/a Street Cave-In 2 Damage From City Plow n/a Missed Loose Leaf Pick Up 24 No Article Found -Streets Street Paving n/a Reporting a Pothole 48 Street Light Issue 72 Street Needs to be Plowed n/a Street Sweeping 72 2020 Fall ReLeaf Program n/a Service Level Agreement Updates –Draft Streets, Sewers