HomeMy WebLinkAboutSB Stat Post Memo - 2021 Q4 Customer ServiceEXCELLENCE | ACCOUNTABILITY | INNOVATION | INCLUSION | EMPOWERMENT
SBStat 2021
SBStat 2021
City of South Bend | Performance Management
December 17, 2021
Customer Service Stat
City Performance Management
2021 Q4 SB Stat Post-Meeting Memo
2021 SB Stat Key Takeaways
• Future of City Payments
o Data Analysis
▪ Resident’s payment preferences seem to be driven by their income levels more than other
factors (i.e. proximity to downtown location, age, etc.)
▪ About 8 - 9 percent of residents pay their utility bill in person at the Colfax location
Downtown.
▪ Cash payments to cover utility bills make up about 4 percent of all payment types to the
City.
▪ About 21 percent of residents complete their monthly utility bill payment through a
recurring payment (or autopay option), either a direct bank transfer or an automatic credit
card payment.
2021 SB Stat Topic Next Steps
• Future of City Payments
o Conduct resident engagement on payment preferences
▪ Distribute low barrier survey to get resident feedback on preferences for making city
payments
▪ Target residents who prefer to pay with cash and/or in-person
▪ Gain qualitative understanding of why residents prefer certain payment types
o Develop city payment hub page on the City website and publish in Q1 2022
o Further explore option to use convenience stores in South Bend as payment centers for utility
payments
o Develop timelines and project milestones for the project’s long-term interests for review
• Water shut off process mapping
o Conduct process mapping and improvement workshops with subject matter experts
o Identify pain points for residents and opportunities to improve resident experience
o Identify decision points for executive team to make process changes, if applicable
EXCELLENCE | ACCOUNTABILITY | INNOVATION | INCLUSION | EMPOWERMENT
SBStat 2021