Loading...
HomeMy WebLinkAboutSBStat 2021 - Customer Service Q4SBStat | Customer Service 2 0 2 1 Q u a r t e r 4 | D e c e m b e r 1 7 C i t y o f S o u t h B e n d Citywide Performance Management residents’ livesImprove departmentsEmpower servicesDesign dataFocus on 1 4 2 3 Meeting ground rules 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. SBStat 2021 Today’s Agenda I. Project updates from previous Stat meeting -Assistance Team Update II. Deep-dive analysis & discussion -Future of City Payments III. Taking action -Identifying clear action items and owners IV. Celebrating our values SBStat 2021 Customer Service Portfolio Summary Status of SBStat projects in the queue for 2021 Project Brief Description Status Streamlining Assistance Projects to increase uptake of programs + more easily connect resident to resources 311 Equity Resident engagement and quantitative research, followed by potential pilot activities in 2022 Post-call surveys New post-call surveying across 311, utility, VPA, transferred calls 2022 Citywide Survey Finalizing city services survey Call Analysis 311 + utility call Activity data summaries Service Level Agreement Updates Comprehensive review of existing service level agreements Legend Project on schedule Project delayed Project cancelled Project under consideration SBStat 2021 Streamlining Assistance Project​Partners​Goal​Status​ UAP Utility​Process/Program Improvement​In-progress​ Cross Enrollment and Referral Coordination VPA, Utility, DCI​Tether together eligibility for all city-run programs​ Upcoming​ CTC sign-up push​White House, other cities​Increase CTC sign-ups for non filers​ Finished Assistance Team​EEE​Team of trained,neighborhood-based case managers In-progress​ Assistance Stat​Various​Track/performance manage assistance sign- ups​ In-progress​ SBStat 2021 Deep-dive analysis & discussion Diving deep into a few key initiatives being undertaken to improve city performance •Future of City Payments SBStat 2021 The future of payments to the City •Discussing the current gaps and goals for 2022 and beyond re: the future of payments 8 What is the problem? Providing a suite of accessible, user-friendly payment options for all city fees, fines, and bills. Why is it a problem? Cities service everyone and have to meet people where they are in terms of resources, geography and skill. There are underbanked populations, households without internet,transportation insecurity/lack of public transit, customer preferences, scheduling constraints that make certain payment methods from being inaccessible. Problem Definition SBStat 2021 Current State –Utility Payments Method 24/7?Geographic Accessibility Cash?Challenges/ limitations In-person (walk-in, drive through)No No Yes •Hours •Staff capacity •Transportation •Language Phone Yes Yes No •Hours •Staff capacity •Language Online Yes Yes No •Access to device/WiFi Mail Yes Yes Yes •Cost •Planning Auto Draft Yes Yes No •Unbanked Dropbox Yes No Yes? Anything to add/edit to the above?What else can we stay about current state and customer needs/challenges? Discussion questions Should City teams move forward on executing the high effort/low impact items? Why/why not? Do you see any red flags in the options presented in this slide deck? Do we want off-site payment collection for just utility bills or for all city services? Are there specific metrics we want to drive improvement in (i.e. customer satisfaction, online payments, etc.)? SBStat 2021 Recap from Q2 Stat Utility Payment Analysis Key Insights •Residents that pay utility bills with cash are concentrated on the western side of the City •Residents using credit cards to pay utility bills dispersed throughout the City •14% of residents pay utility bills with a direct link to a bank account SBStat 2021 Summary of Inclusive Payment Options ID Features Effort Impact Costs 1 A single webpage to act as a hub for links to various locations to pay dues Low Moderate Low 2 Payment drop-boxes Moderate Moderate Moderate •Upfront costs of equipment •Admin logistics 3 Partnerships with pharmacies, drug store, etc.Low High Moderate •Fees 4 Self-service kiosks distributed around the City High High High •Upfront •Maintenance and support costs for kiosks 5 Full software-based centralized payment portal on one account High High High •Costs of portal software City Payment Drop Boxes Benefits •Increases ways to pay, particularly when paired with centralized webpage •Limited only to physical forms of payment •Accessible 24/7 if placed outside •Only paying for upfront costs of the drop boxes and installation Considerations •Clear communication and marketing needed that drop boxes are for payments only •Not inclusive of permits or other applications •Adds security considerations but most cities do not accept cash •Some cities add signage of surveillance •Logistics of collection and distribution •Can lean on inter-department mail infrastructure for once it is collected •Many types, styles, and price ranges available for drop boxes •Stand alone, wall mounted, drive-through •Range from $200 to upwards of $1,000 •Some companies include customization Drop Box Vendors Self-Service Kiosks Benefits •Maximizes ways to pay when paired with centralized webpage •All forms of payment can be processed •Cities leverage placement at government buildings and local stores/partnerships •Residents can pay as guest or create account with saved payment method •Multilingual options •Potential for immediate processing and payment to dues Considerations •Digital security but not physical •Upfront and continuous support costs •Logistics of payment posting would change •Come equipped with payment software solutions but would need to explore DFO integration for postings •Physical money collection concerns Comprehensive Payment Portals* Benefits •Allows residents to have an account for cross-city dues •Can be paired with kiosks for companies that offer unified systems •Residents can pay as guest or create account with saved payment method •Multilingual options •Immediate processing and payment posting Considerations •Only partially addresses ways to pay, but solves ways to find •Upfront and continuous support costs •All involved departments would need to go through implementation •Explore DFO integration for postings SBStat 2021 Summary of Inclusive Payment Options ID Features Effort Impact Costs 1 A single webpage to act as a hub for links to various locations to pay dues Low Moderate Low 2 Payment drop-boxes Moderate Moderate Moderate •Upfront costs of equipment •Admin logistics 3 Partnerships with pharmacies, drug store, etc.Low High Moderate •Fees 4 Self-service kiosks distributed around the City High High High •Upfront •Maintenance and support costs for kiosks 5 Full software-based centralized payment portal on one account High High High •Costs of portal software ImpactLowHighLow HighEffort Summary of Inclusive Payment Options 2 1 3 4 5 A single webpage to act as a hub for links Drop-boxes (No Cash Allowed) Partnerships with pharmacies, drug store, etc. Self-service kiosks Full software-based centralized payment portal on one account SBStat 2021 Available Data Offering policy alternatives, data-based frameworks, and decision points to take action in improving the lives of South Bend residents Utility Payments –All Payments April -June 2021 Utility Payments –Cash Only April -June 2021 Cash payments to cover utility bills make up about 4 percent of all payment types to the City. Residents that pay with cash are concentrated in Rum Village, the west side (in between Western Ave. and Sample Ave.), and in the La Salle/Lincoln Manor area in the northwest (around Lincoln Way West). Utility Payments –In-person April -June 2021 About 8 -9 percent of residents pay their utility bill in person at the Colfax location Downtown. In addition to the hotspots on the previous slide, we see hot spots near IUSB and near Coquillard Park. Somewhat notably, there is little relationship between residents that pay in person and proximity to the downtown utility office. Recurring Payments April -June 2021 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. These residents are concentrated on the north east and south east side of the side, correlating strongly with area median income. Insights Summary •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. ImpactLowHighLow HighEffort Summary of Inclusive Payment Options 2 1 3 4 5 A single webpage to act as a hub for links Drop-boxes (No Cash Allowed) Partnerships with pharmacies, drug store, etc. Self-service kiosks Full software-based centralized payment portal on one account Decision-making frames for the future of payments for City services Equity Financial Literacy Cost to the City Accessibility / ease of use Context Geographic limitations of the City’s payment collection process creates barriers for vulnerable residents, which can perpetuate civic distrust and poverty. Considerations 1.Should the City accept cash at off-site locations (i.e. kiosks, etc.)? 2.Should the City use this as an opportunity to improve financial literacy? Option #1 High Impact, Low Effort •A single webpage to act as a hub for links •Partnerships with pharmacies, drug store, etc. Option #2 High Impact, Medium Effort •Place drop boxes near City fire stations (or other public, secure spaces/facilities) for residents to drop off city payments (cash not allowed) •A single webpage to act as a hub for links •Partnerships with pharmacies, drug store, etc. (accepts cash) Option #3 High Impact, High Effort •A single webpage to act as a hub for links •Partnerships with pharmacies, drug store, etc. (accepts cash) •Install self-service kiosks throughout City to accept cash payments, host in public facilities •Full software-based centralized payment portal on one account Discussion questions Should City teams move forward on executing the high effort/low impact items? Why/why not? Do you see any red flags in the options presented in this slide deck? Do we want off-site payment collection for just utility bills or for all city services? Are there specific metrics we want to drive improvement in (i.e. customer satisfaction, online payments, etc.)? Prospective Project Pitch Set the roadmap for 2022 Resident engagement on payment preferences •Distribute low barrier survey to get resident feedback on preferences for making city payments •Potentially only target residents who prefer to pay with cash and/or in-person •Gain qualitative understanding of why residents prefer certain payment types SBStat 2021 Taking action Offering policy alternatives, data-based frameworks, and decision points to take action in improving the lives of South Bend residents Prospective Project Pitch Set the roadmap for 2022 1. Water shut off process mapping •Conduct process mapping and improvement workshops with subject matter experts •Identify pain points for residents and opportunities to improve resident experience •Identify decision points for executive team to make process changes, if applicable Prospective Project Pitch Set the roadmap for 2022 2. Resident engagement on payment preferences •Distribute low barrier survey to get resident feedback on preferences for making city payments •Potentially only target residents who prefer to pay with cash and/or in-person •Gain qualitative understanding of why residents prefer certain payment types 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 4 | D e c e m b e r 1 7 C i t y o f S o u t h B e n d