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SBStat 2021
SBStat 2021
City of South Bend | Performance Management
September 29, 2021
Customer Service
City Performance Management
2021 Q3 Pre-SB Stat Memo
2021 SB Stat Portfolio Summary
Project Project Manager Projected
Completion
Project
Status
Utility Assistance Program Redesign Denise Riedl 2022 Q1
311 Call Transfer Survey Becky Phung 2021 Q3
Service Level Agreements Revamp David Finley 2021 Q3
Online Service Portal Strategic
Communications David Finley 2021 Q4
Customer Service Audit David Finley 2021 Q4
Bloomberg Innovation Support - Economic
Relief from Utility Bills David Finley Complete
Discussion & Analysis
• Project Updates
o Build the Budget
o Utility Assistance Program Redesign
o Utility Data Update
• Solid Waste Data - Deep-dive
• 311 Call Transfer Survey
Prospective Projects for 2021
Prospective Project Priority-level* Performance Goal**
Public Solid Waste Dashboard Low Better, quicker decisions
311 Call Transfer Process Mapping & Improvement Medium Better, quicker decisions
*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
Legend: Project on schedule Project delayed Project cancelled Project under consideration