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SBStat 2021
SBStat 2021
City of South Bend | Performance Management
December 17, 2021
Customer Service
City Performance Management
2021 Q4 Pre-SB Stat Memo
2021 SB Stat Portfolio Summary
Project Project Manager Projected
Completion
Project
Status
Utility Assistance Program Redesign Denise Riedl 2022 Q1
Streamlining Assistance Denise Riedl -
311 Equity - -
2022 Citywide Survey David Finley 2022 Q3
Service Level Agreements Revamp David Finley 2021 Q4
Online Service Portal Strategic Communications Becky Phung 2021 Q4
311 Call Transfer Survey Becky Phung Complete
Bloomberg Innovation Support - Economic Relief
from Utility Bills David Finley Complete
Discussion & Analysis
• Project Updates
o Streamlining Assistance
• Deep-dive
o The future of payments to the City
Prospective Projects for 2021
Prospective Project Priority-level* Performance Goal**
Water shut off process mapping High Experimenting for what
works
Resident engagement on payment preferences Low Stakeholder Engagement
*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