HomeMy WebLinkAboutSB Stat Post Memo - 2022 Q1 Customer ServiceEXCELLENCE | ACCOUNTABILITY | INNOVATION | INCLUSION | EMPOWERMENT
SBStat 2022
SBStat 2022
City of South Bend | Performance Management
April 4, 2022
Customer Service Stat
City Performance Management
2022 Q1 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
• Utility customer engagement project
o The survey will continue until there has been about 40 responses or so at the Downtown
location
▪ Front desk staff will also offer the survey in person to customers to increase response
rate for in-office survey respondents
o Business Analytics will gather data to determine how many customers prefer the drive thru
compared to coming in the office
• Water Shut-off Process Redesign
o Prioritize ideas to implement and model revenue/cost impacts
o Share recommendations with Mayor’s Office before the end of April 2022
Potential Topics next SB Stat Meeting
• Leverage delinquency and code data to find best eviction prevention intervention window
EXCELLENCE | ACCOUNTABILITY | INNOVATION | INCLUSION | EMPOWERMENT
SBStat 2022
• Improve customer interactions with frontline Utility Staff