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HomeMy WebLinkAboutSBStat 2022 - Customer Service Q2SBStat | Customer Service 2 0 2 2 Q u a r t e r 2 | J u l y 1 2 , 2 0 2 2 C i t y o f S o u t h B e n d Citywide Performance Management departmentsEmpower servicesDesign dataFocus on 1 4 2 3 1.Make the basics easy 2.Deliver good government 3.Invest in people and places Our Process: Our Goals: residents’ livesImprove This SB Stat Meeting In the administration In the community EXCELLENCE For each major area of service delivery, establish South Bend as the best in the state, and/or in the top 25% nationally, measuring and reporting progress. Establish a path for major indicators of resident well-being to reach the status of best-in-state or top-25% nationally, including the means to measure progress. ACCOUNTABILITY Put residents first always, offering services at the greatest value to the taxpayer, with clear and transparent indications of how the government is using public resources. Promote a culture of civic engagement in which we hold one another to a high standard of respect, stewardship, and support for our shared community. INNOVATION Deliver better services more efficiently by introducing creative approaches to government operations, questioning habit and using evidence to continually improve. Foster a culture of innovation in South Bend’s social and private sectors, seeking and developing the best ideas and practices from within and beyond our city limits. INCLUSION Ensure the city administration, as an employer and as a purchaser, reflects the community it serves and includes diverse voices in our decision-making and actions. Develop a community in which everyone has an equal opportunity to thrive by expanding access and participation to all, incorporating diverse voices throughout the city. EMPOWERMENT Establish a work environment that enables employees to contribute richly to the administration and the community, taking pride and ownership in our work. Support the ability of all residents to live a safe, healthy, meaningful life in South Bend, contributing as they are able and benefiting from all that our community offers. SBStat 2022 Customer Service Portfolio Summary SBStat projects in the queue for 2022 Project Brief Description Status Leverage delinquency and code data to find best eviction prevention intervention window Predictive analysis project informing a 311/EEE pilot In-progress More generous, efficient "shut-off" process New shut-off process map; preliminary analysis of process In-progress Improve Solid waste missed pick-up and EPU policies Cost-benefit analysis + new policy recs Not started Improve pothole response time SLA analysis; Design and conduct pilot with streets; deliver pilot results Not started Improve customer interactions with frontline Utility Staff Analysis of post-call surveys; proposed scripts/processes for identified pain points In-progress 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 Not started SBStat 2022 Today’s Agenda 1.Data overview from previous Stat meeting •Reviewing Customer Service KPIs 2.Deep-dive analysis & discussion •Reviewing data from the 311 after call survey + proposed changes •Augmenting 311 Utilization in the City of South Bend •Reviewing results from the in-person utility survey 3.Celebrating our values SBStat 2022 Data overview from previous Stat meeting Summarizing data points and statistics from the past quarter related to core operations SBStat 2022 Customer Service KPIs Customer Service KPIs 2021 Q1 2021 Q2 2022 Q1 2022 Q2 Calls 30,872 29,477 21,895 26,395 % Transferred calls 11.96%8.00%8.27%8.77% % Calls result in service request 14.21%19.72%17.16%20.66% Service requests per capita 0.05 0.06 0.05 0.06 % Service requests from portal *new*3.00%3.74%17.31%5.11% SBStat 2021 Top Calls Team Call Topic 2021 Q1 2021 Q2 2022 Q1 2022 Q2 Solid Waste Request an Extra Trash Pickup 3010 4064 2379 3630 Utilities Account Balance & Due Date 3111 1884 1304 1143 311 311 Customer Service Survey 1457 Top Service Requests Team Article linked to service request 2021 Q1 2021 Q2 2022 Q1 2022 Q2 Utilities Update Utility Account Information 916 490 333 381 Neighborhood Services & Enforcement Litter Neighborhood Services & Enforcement Violation 289 382 273 415 Solid Waste Customer Disputes 148 251 230 276 SBStat 2022 Observations Actions % Service requests from portal decreased from 17.31% in Q1 to 5.11% in Q2 •Top request was Christmas Tree Pickup Requests in Q1 (12%, 576) and decreased in Q2 (.01%, 1) •2021 –Solid Waste picked up 1228 trees •2022 –Solid Waste picked up 1062 trees •2022 –We converted from Microsoft Form to public Service Portal form Idea:Increase portal service requests by: •Creating public Service Portal forms for high-call topics •Request an Extra Trash Pickup •Account Balance and Due Date Idea: Increase portal service requests by: •Converting other existing Microsoft Forms to public Service Portal forms SBStat 2022 Deep-dive analysis & discussion Diving deep into a few key initiatives being undertaken to improve city performance SBStat 2022 Reviewing data from the 311 after call survey + proposed changes SBStat 2022 Background •Start date: April 27, 2022 •Current phone lines: •311 •Utilities •Morris Performing Arts Center Box Office (in-progress) Outcome Improve customer service phone interactions Goal Understand resident sentiment on: Customer Satisfaction, Friendliness, Knowledge, Timeliness, Resolution, Transfer call SBStat 2022 Survey prompt Thank you for participating in our survey. Please rate your experience for each question on a scale of 1 to 5 by pressing the number on your keypad, with 1 being very dissatisfied and 5 being very satisfied. SBStat 2022 Questions Q1 Customer Satisfaction •311 -How would you rate your satisfaction with your 311 call today? •Utilities -How would you rate your satisfaction with your call with the City of South Bend Utility today? •Non-call queue -How would you rate your satisfaction with your call to a City department? Q2 Friendliness How would you rate your satisfaction with the friendliness of the agent who handled your call? Q3 Knowledge How would you rate your satisfaction with the knowledge of the agent who handled your call? Q4 Timeliness How would you rate your satisfaction with your call’s wait time? Q5 Resolution Was your request resolved today? Press 1 for Yes and 2 for No Q6 Resolution Is this your first time calling about this request? Press 1 for Yes and 2 for No Q7 For non-311 survey lines only Was your call transferred to X department from the City’s 311 Center? Press 1 for Yes and 2 for No. SBStat 2022 Responses on 311 line SBStat 2022 Responses on 311 line SBStat 2022 Observations No complete responses on the utilities line Investigate this further with utilities team Current reports don’t give additional call information (i.e. agent name, call time, call topic, etc.) Access after call survey data through direct database access The lowest satisfaction rating is with Timeliness 17% of calls aren’t resolved the first time and 31% of calls are callbacks Investigate this further after getting more data from direct database access Actions SBStat 2022 Discussion •Are you interested in improving any specific metrics? (ex: timeliness, resolving calls the first time, etc.) •Do you want to see additional data related to the 311 after call survey? SBStat 2022 Augmenting 311 Utilization in the City of South Bend Juliahna Green Master of Public Policy graduate ‘22 Harvard Kennedy School of Government Previous Experience BOSTON, MA Digital Services MANCHESTER, UK Homelessness CAMBRIDGE, MA Waste Reduction CLEARWATER, FL Low-Income Communities BIRMINGHAM, AL Police Reform SOUTH BEND, IN Social Assistance Inspiration SB311|City of South Bend Focus groups with 36 South Bend residents Interviews with 3 South Bend community groups 13 interviews with 6 members of city staff Interviews with 5 other cities Data collected from 14 other cities. SB311|City of South Bend Methodology 311 Utilization in South Bend •In 2020, South Bend had 0.155 requests per capita •Similarly sized cities ranged from 0.072 to 1.323requests per capita •Cambridge, MA: 0.175 •Gary, IN: 0.072 •Grand Rapids, MI: 0.406 •Hampton, VA: 0.392 •McAllen, TX: 0.835 •Newport News, VA: 0.267 •Revere, MA: 0.130 •Somerville, MA: 1.323 SB311|City of South Bend Challenge •In focus groups with South Bend residents, the majority of participants either hadn’t heard of 311 or had concerns about the service preventing them from using 311. •33%of focus group participants had never heard of 311 •25%of focus group participants said they weren’t confident that the city would address their concern if they called 311 SB311|City of South Bend Why does this matter? “The biggest problems cities face are not efficiency problems. They’re participatory problems. They’re democracy problems.” -Mitch Weiss •As the city of New Orleans has identified, every time a resident uses 311 is a “moment that matters.” •If many residents haven’t even heard of 311, how are they contacting the city? •Operationally vital feedback Recommendations Service Delivery Time Audit SB311 Block Ambassador Program Service Completion Notifications Updated Social Media Strategy Updated SB311 Dashboard SB311 Updates in Quarterly Meetings Non- traditional advertising locations Expand SB311 Outreach Budget SB311|City of South Bend Recommendation #1: SB311 Block Ambassador Program “311 needs to act like its running for office. I want a 311 month where I see flyers for 311 everywhere I go, advertisements all over social media, and someone comes knocking on my door to tell me more.” •25% of participants said they weren’t confident that the city would address their concern if they called 311 •39%of focus group participants said the best way to reach more people in their neighborhood about 311 is by word-of-mouth. •Other cities employing resident-led community engagement strategies: •Chicago Community Roundtable Series •Austin Zero Waste Block Leaders Program •San Jose Community Messengers Program SB311|City of South Bend Recommendation #1: SB311 Block Ambassador Program “There’s always those neighborhood people who know absolutely everyone. They’re super spreaders but for information.” •Assisting other community members in making 311 reports •Making SB311 presentations at neighborhood association meetings, churches, schools, and other community groups •Leading community members in walking audits •Door-to-door canvassing with information on 311 and other relevant city services •Create relevant social media content •Table at relevant community events SB311|City of South Bend Recommendation #1: SB311 Block Ambassador Program •This program will be particularly effective at reaching traditionally hard-to-reach groups: •“Word-of-mouth is the best way to reach the black community. We won’t read mail but we’ll listen to people we trust.” •“My friends and family are primarily Spanish speakers. We work in fields and factories. None of the city’s advertising ever reaches us. How would we have known that 311 has a Spanish speaking help line?” •“I’ve never used 311 because I thought they didn’t have accommodations for hearing impaired people. Now that I know I can use the 311 website, I will definitely use the service and show others in the hearing-impaired community how to do it.” SB311|City of South Bend Recommendation #2: Update the SB311 social media strategy •In 2021, the city only made one post about SB311 on Facebook, although this post lead to an appreciable increase in 311 requests. •In focus groups, 22% of participants hadn’t used 311 because they weren’t sure which city services they could request using 311 •Potential strategies to rectify this: •Highlight a different city service that can be requested through SB311 every month •Share success stories from users •Showcase trends in 311 data •Highlight different methods for submitting a 311 request •Clarify distinctions between 311 and other services •Use paid social media advertising for SB311 SB311|City of South Bend Recommendation #2: Update the SB311 social media strategy •“On a whim, I called about a hanging wire. Who knew you could call 311 for something like that?” •22% of participants hadn’t used 311 because they weren’t sure which city services they could request using 311 SB311|City of South Bend Recommendation #2: Update the SB311 social media strategy •“When you advertise, include statistics to prove the worth of the service.” •13% of participants mentioned publicizing 311 data as an effective way to reach people in their neighborhood about SB311 SB311|City of South Bend Recommendation #2: Update the SB311 social media strategy •“I’m up on technology stuff and I had no idea that 311 had a website… Here’s this website with such great infrastructure and I never knew about it. At the end of 311 calls, maybe you can also let people know about the 311 website.” •13% of participants who hadn’t used 311 previously said that the reason was that they didn’t know there were online and voicemail options for requesting services. SB311|City of South Bend Recommendation #3: Utilize non-traditional advertising locations “Water bill ads only reach people who are already engaged with the city and are going to take the time to read extra information.” •Schools •“I don’t check my mail for a week at a time, but I never miss the flyers that come home with my kids.” •Libraries •“So many people are used to going to librarians for services, why not train librarians on how to help people with 311? Librarians could even give out 311 bookmarks.” •Churches •“If you want to reach the Spanish speaking population, you need to go to the churches.” •Buses and bus stops •“I’m just sitting there anyways, you might as well use the opportunity to show me an ad about 311.” •City vehicles SB311|City of South Bend Recommendation #4: Increase SB311’s community engagement budget •Currently, the city allocates $5,000 annually for advertising 311, less than 1% of its overall budget for 311. •If the city is going to reach residents that haven’t heard of SB311 yet, it will need to not only reallocate its existing marketing budget to the community engagement strategies above, but also significantly expand that budget. SB311|City of South Bend Recommendation #5: Audit service delivery time “I always ask myself ‘is this a fight worth fighting’ before I call the city because they never help me with my requests and I know I’ll have to call several more times to get anything done.” •South Bend residents are concerned that service requests would not be met or would be met but at differing levels of speed and quality between neighborhoods. •SLAs can’t always be measured •No widely adopted protocol for closing out service requests makes it impossible to measure service delivery •Makes it difficult to audit whether services are being delivered equitably •Service ex. SB311|City of South Bend Recommendation #6: Provide service completion notifications “I felt like I got the runaround when I called. No one ever followed up with me and my issue was never addressed so I’ve never called them again.” •In focus groups with South Bend residents, nearly all participants that identified as having a negative experience with SB311 said that the cause of their negative experience was not receiving follow-up on their service request and/or not having their service request completed. •However, the city of South Bend does not have a clear, standardized protocol for notifying residents when their service requests have been completed. SB311|City of South Bend Recommendation #7: Update the SB311 data dashboard “Launch a campaign all about the data on 311. If not enough people are using the service or if some neighborhoods need to use it more, you should make the data available.” •13% of participants mentioned publicizing 311 data as an effective way to reach people in their neighborhood about SB311 SB311|City of South Bend Recommendation #7: Update the SB311 data dashboard SB311|City of South Bend Recommendation #8: Incorporate SB311 updates into quarterly NeighborhoodStat meetings SB311|City of South Bend •Last quarter was the first time that a discussion of SB311 data was incorporated into a NeighborhoodStatmeeting. •Other cities, such as Baltimore, Somerville, New York City, have shown that performance management around service delivery yields significant benefits: •more equitable and efficient delivery of services •increased accountability amongst city departments Recommendations Service Delivery Time Audit SB311 Block Ambassador Program Service Completion Notifications Updated Social Media Strategy Updated SB311 Dashboard SB311 Updates in Quarterly Meetings Non- traditional advertising locations Expand SB311 Outreach Budget SB311|City of South Bend SBStat 2021 Service Delivery Time Audit SB311 Block Ambassador Program Service Completion Notifications Updated Social Media Strategy Updated SB311 Dashboard SB311 Updates in Quarterly Meetings Non- traditional advertising locations Expand SB311 Outreach Budget ImpactEffortRecommendations SBStat 2021 Do it now Do it next Do it when there’s time Do it if there’s time Service Delivery Time Audit SB311 Block Ambassador Program Service Completion Notifications Updated Social Media Strategy Updated SB311 Dashboard SB311 Updates in Quarterly Meetings Non- traditional advertising locations Expand SB311 Outreach Budget Recommendations Resident Feedback •“I never knew that this service existed but now you’ve really made a disciple out of me. I’ve got a lot of things I can report and starting tomorrow the city will be hearing from me.” •“After this, I want to help spread the word about 311. I could even advertise the service in my salon.” •“I’d love to be almost like a representative for the program. Each of us can call at least four people after this.” •“I now consider myself the 311-point-person for the neighborhood. I’ll help others in my community.” •“We need to see the city at more events like this and we need to learn to use 311 more.” SB311|City of South Bend SBStat 2022 Questions? SBStat 2022 Reviewing results from the in- person utility survey SBStat 2022 Utility pay survey background Some residents prefer paying their utility bill at the utilities office. After discussing different payment options at Q4 stat, we wanted to understand: •Why residents prefer to pay in person vs. other options •If they pay other non-City bills in person •Customer priorities for a better payment experience Start date: March 2, 2022 End date: June 7, 2022 SBStat 2022 Survey updates •Randomized survey multiple choice to reduce first-and last-choice bias •Added Office and Drive thru on surveys to more accurately track source •Updated second question to Do you pay your other bills online (for example: rent, electricity, phone, etc.)? Survey limitations •Low engagement from non-English speakers (1 response from a Spanish speaker) •Didn’t ask people about non-payment visits to the utilities office SBStat 2022 Results Summary •Top reason for in-person payments: Habit and Trust •Other reasons: •Cash •Customer service •Drive Thru •Majority have low online payment engagement for other bills. •Payment priorities: •Online experience •Consistency •Physical access •Feeling heard SBStat 2022 Results Detailed summary Survey goal #1: Why do residents prefer in- person payments? •Top 4 reasons why people pay in person: •Habit •Trust •Cash •Customer Service •79% (27) of survey responses came through the drive-thru. Survey goal #2: Do residents pay other non-City bills in person? •62% (21) people who pay in-person do not pay other bills online. Survey goal #3: What do customers want to improve about payments? •People want to improve the payment experience by: •Making online payments easier •Keeping things consistent •Improving physical access •Listening to us SBStat 2022 Connecting feedback to a roadmap for improving the utility payment experience Outcome Make it easier to pay a utility bill and get answers to questions outside of the utilities office Goal Increase use of existing payment options outside of the utilities office Goal Provide alternative payment options to the utilities office that still emphasize: •Trust, Cash, Customer Service, Drive Thru, Non-online payments Initiatives •Improve online utilities payment experience •Improve access to online utilities information on 311 Service Portal Initiatives •Future City hall one-stop shop •Drug store partnerships •Kiosks SBStat 2022 Discussion •Which initiatives do we want to move forward with now? Later? •Should we explore any issues further? SBStat 2022 Results Survey Sources Drive thru, 27, 79% Office, 6, 18% Mail, 1, 3%Drive thru 27 Office 6 Mail*1 Grand Total 34 *One respondent mailed back their survey to the utility office SBStat 2022 Results Q1 -Why do you pay your utility bill in person?* (Check all that apply) 1 1 1 1 3 7 9 14 14 Count of Online - I don't feel comfortable paying online Count of Drive thru - I like the drive thru Count of Downtown - I was in the area Count of Other ways -I don’t know other ways to pay Count of Cash - Cash is the only way to pay my bill Count of Customer service - I want to talk to someone Count of Cash - I just prefer paying in cash Count of Trust - I want to make sure my bill is paid Count of Habit -I’m used to paying in person Why do you pay your utility bill in person? SBStat 2022 Results Q2 –New Do you pay your other bills online (for example: rent, electricity, phone, etc.)? No 21 Yes 10 Blank 3 Grand Total 34 Yes, 10, 29% No, 21, 62% Blank, 3, 9% SBStat 2022 Results Q3 -How can we make paying your utility bill easier? Make online payments easier •? trying to do more online, no time •Easier format to do autopay or just to jump online to pay bill! Keep things consistent •Keep drive through open please •Stop changing due dates •Paying in person is a way to speak with customer service. It is a pleasure to the bill to speak with a person and not a machine Improve physical access •bigger parking lot •It's far Listen to us •change my due slate; when aid stops; I'll be past due each month. Really listen to us before money is spent and plans are set in stone. Please SBStat 2022 Celebrating our values This section highlights exemplary work happening in the City to improve performance that may otherwise go unnoticed SBStat 2022 Increased UAP enrollment from increased outreach May outreach efforts •Outreach team passed out 1290 flyers •In the first 2 weeks of May, called residents with delinquent bills who received a flyer to help sign up for UAP •Ran Facebook ads •Attended neighborhood association meetings to talk about UAP !