HomeMy WebLinkAboutSB Stat Post Memo - 2022 Q2 Customer ServiceEXCELLENCE | ACCOUNTABILITY | INNOVATION | INCLUSION | EMPOWERMENT
SBStat 2022
SBStat 2022
City of South Bend | Performance Management
7/12/2022
Customer Service Stat
City Performance Management
2022 Q2 SB Stat Post-Meeting Memo
Customer Service Stat Project Portfolio
Project Brief Description
Leverage delinquency and code data to find best
eviction prevention intervention window Predictive analysis project informing a 311/EEE pilot
More generous, efficient "shut-off" process New shut-off process map; preliminary analysis of
process
Improve Solid waste missed pick-up and EPU
policies Cost-benefit analysis + new policy recs
Improve pothole response time SLA analysis; Design and conduct pilot with streets;
deliver pilot results
Improve customer interactions with frontline
Utility Staff
Analysis of post-call surveys; proposed
scripts/processes for identified pain points
Plan for the "One Stop Shop" for Customer
Service at new City Hall
Best practices from similar set-ups in other cities and
the private sector; Proposed Plan for new South
Bend City Hall
Next Steps Identified at Stat Meeting
• Customer Service KPIs
o Update KPIs based on the following goals discussed
▪ Ensure equitable service request distribution across City neighborhoods/census
tracts/Council Districts/other -> Add map data
▪ Improve resident satisfaction with 311 calls -> Add after call survey data
o Add more service request forms to the portal to increase service portal use
▪ Test portal notes feature on CRM to increase staff capacity
o Develop a seasonal social media strategy for CRM to increase service portal use
• After call survey
o Include number of total calls and number who opt in
o Investigate the utility line issue
o Understand how other 311 centers rate satisfaction to benchmark satisfaction ratings
• Review Juliahna Green’s 311 recommendations
o Prioritize projects from the impact/effort matrix and timeline
EXCELLENCE | ACCOUNTABILITY | INNOVATION | INCLUSION | EMPOWERMENT
SBStat 2022
o Example: Digital ambassador program with federal infrastructure dollars
Potential Topics next SB Stat Meeting
• Improve customer interactions with frontline Utility Staff
o Review results from the in-person survey at the utilities office
• More generous, efficient "shut-off" process
o Updates on project progress so far