The URL can be used to link to this page

Home My WebLink AboutSBStat 2022 - Customer Service Q1SBStat | Customer Service 2 0 2 2 Q u a r t e r 1 | M a r c h 2 8 , 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 3 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 Streamlined SB Stat A few process changes to note for 2022 Reducing dress rehearsals, pre-Stat formal meetings •Save time for departments Reduce general departmental project updates •Allow Stat to focus cross-Departmental evaluation, innovation, analysis, and problem solving conversations across City Leadership SBStat 2022 Customer Service Portfolio Summary SBStat projects in the queue for 2022 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 SBStat 2022 Today’s Agenda I. Data overview from previous Stat meeting II. Deep-dive analysis & discussion -Resident feedback on why they pay utility bills in person -Water shut off process improvement project -311 Peer Analysis, Resident Engagement Feedback III. Celebrating our values SBStat 2022 Data overview from previous Stat meeting Summarizing data points and statistics from the past quarter related to core operations 311 KPIs | Year in Review Number of calls Data point 1 124,839 Percent of calls that are transferred to another department Data point 2 5.8% Service requests per capita Data point 3 .21 Percent of calls that result in a service request Data point 4 17% SBStat 2022 Deep-dive analysis & discussion Diving deep into a few key initiatives being undertaken to improve city performance •Utility customer engagement project •Water Shut-off Process Redesign •311 Usage Analysis + Recommendations Ahead of operational changes,we engaged with residents who still pay their city utility bill in person. Innovation | In the Administration "...questioning habit and using evidence to continually improve." SBStat 2022 SBStat 2022 Topic Agenda Background Survey set up Questions Responses Considerations for moving the utilities office SBStat 2022 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 We started a survey at the office on March 2. SBStat 2022 Drive thru (16 responses)In office (1 response) SBStat 2022 Online (0 responses) SBStat 2022 Questions -English SBStat 2022 Questions -Español SBStat 2022 Q1 -Why do you pay your utility bill in person?* (Check all that apply) 0 2 2 4 5 11 Other ways -I don’t know other ways to pay Cash - I just prefer paying in cash Cash - Cash is the only way to pay my bill Customer service - I want to talk to someone Trust - I want to make sure my bill is paid Habit -I’m used to paying in person SBStat 2022 Q2 -Do you pay your other bills in person (for example: rent, electricity, phone, etc.)?* Response %Count Yes 65%11 No 24%4 (Blank)12%2 SBStat 2022 Online payments trying to do more online, no time Customer service Gas and electric and telephone there is no more in person bill pay(?). I have to mail those. 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 In person payment/habit I like paying my bills in person Just used to paying like this It is good now in my opinion! So far everything is great coming to pay my Bills in Person. Drive thru Keep drive through open please Due dates Stop changing due dates Q3 -How can we make paying your utility bill easier? SBStat 2022 Considerations for Managing Change for customers (i.e. closing office, Kiosks, drug store partnerships, etc.) •No feedback indicated an attachment to paying downtown specifically •More about method ("I like talking to people" or "I like the drive-thru") than location •Potential pushback against getting rid of the drive thru •Most survey responses came from the drive thru •Paying in person seems to be more about habit/preference than ability •The top 3 reasons why people paid in person are Habit, Trust, and Customer Service SBStat 2022 It’s easier to transition to a similar behavior vs. changing altogether. How do we replace people’s habit of going to the utilities office with a similar one that emphasizes Trust and Customer Service? •"I like talking to a person." >>> Transition to 311, Future City Hall One Stop Shop Option •"I like paying in-person" >>> Transition to drug store partnership locations •"I like the drive thru" >>> Look into making at least one Kiosk drive-up •"I'm used to doing this." >>> Make change easier through trainings, outreach,and giving notice of change for impacted customers Tips for Initiating Behavior Change for Customers Developing a more lenient, communicative, and connective water shut off process Innovation | In the Administration "...questioning habit and using evidence to continually improve." SBStat 2022 SBStat 2022 Topic Agenda Project Timeline & Background Legal Framework & Constraints Process Overview Resident Feedback Opportunities & Next Steps SBStat 2022 Project timeline Week 1 –Mar 2 Scoped project Week 2 –Mar 9 Kicked off project + reviewed process Week 3 –Mar 15 Brainstormed ideas Week 4 –Mar 23 Prioritized ideas Week 5 –Mar 30 Draft ideas + model revenue/cost impacts Week 6 –Apr 7 Finalize ideas By end of April Present ideas to Mayor’s Office SBStat 2022 Project Background We will resume water shut offs in June 2022. We haven’t done water shut offs since early 2020 due to COVID-19. The Utility Forgiveness Program helped South Bend residents with current large balances. Moving forward, residents will still need to figure out a way to pay their pay on the time. In our current state, residents who don’t pay on time could accrue larger balances and not have running water. City utilities staff could go back and forth to turn water on and off, weakening valves and leading to breaks. State Administrative Code uses permissive language on disconnection procedures, giving considerable discretion to local agencies 170 IAC 6-1-16 Disconnection of service; “…a utility, upon providing the customer with proper notice as defined in subsection (e), may disconnect service subject to the other provisions of this rule.” State of Indiana Administrative Code Indiana Utility Regulatory Commission City of South Bend Board of Public Works Legal Framework •The Commission (IURC) mainly regulates the economic aspects of a utility, ensuring that its rates are reasonable •Rules and regulations typically approved at the local level Source: 2021 Indiana Utility Regulatory Commission Annual Report Background •SBMU Rules and Regulations last revised in June 2019 •Language on disconnection procedures modeled largely off of State Administrative Code Key Takeaway •Therefore, significant process changes may need to be approved by the Board of Public Works State of Indiana Administrative Code Indiana Utility Regulatory Commission City of South Bend Board of Public Works SBStat 2022 Constraints to fundamental process changes •Though the City is not required to conduct shut offs, it is “the stick” the City uses to incentivize utility bill payment •Reducing the number of water shut offs may negatively impact the rate at which the City collects revenue from utility bills •Enterprise fund limitations •Local governments are, in most instances, not allowed by statute to transfer monies between enterprise operation funds and their general fund except under special circumstances •Restrictions on tax liens and water service charges SBStat 2022 Opportunities We have utility data that helps us identify payment patterns, who’s most at-risk for water shut offs, where they could happen the most, etc. We have legal flexibility to explore less stringent penalties for bill delinquency and their impact on revenue forecasts We could prevent water shut offs by being: •More lenient •More communicative •More connective Sent –Day 1 June bill: $50 Due date –Day 21 Water shut off bill process June Day 25 June bill -IVR #1 Sent –Day 1 June bill: $50 + $5 July bill: $50 + $5 August bill: $50 + $33 You could get your water shut off if you don’t pay Due date –Day 21 Water shut off bill process Sent –Day 1 June bill: $50 + $5 July bill: $50 Due date –Day 21 July Day 25 July bill -IVR #1 Sent –Day 1 June bill: $50 + $5 July bill: $50 + $5 August bill: $50 + $33 You could get your water shut off if you don’t pay Due date –Day 21 Water shut off bill process Sent –Day 1 June bill: $50 + $5 July bill: $50 + $5 August bill: $50 + $33 You could get your water shut off if you don’t pay Due date –Day 21 August Day 15 July bill -IVR #2 Day 22 July bill -IVR #3 Day 25 August bill -IVR #1 Sent –Day 1 June bill: $50 + $5 July bill: $50 + $5 August bill: $50 + $33 You could get your water shut off if you don’t pay Due date –Day 21 Sent –Day 1 June bill: $50 + $5 July bill: $50 + $5 August bill: $50 + $33 You could get your water shut off if you don’t pay Due date –Day 21 Water shut off bill process Sent –Day 1 June bill: $50 + $5 July bill: $50 + $5 August bill: $50 + $33 You could get your water shut off if you don’t pay Due date –Day 21 August Day 15 July bill -IVR #2 Day 22 July bill -IVR #3 Day 25 August bill -IVR #1 Sent –Day 1 June bill: $50 + $5 July bill: $50 + $5 August bill: $50 + $33 You could get your water shut off if you don’t pay Due date –Day 21 Day 3 Lucy’s piano teacher OVERDUE Electric bill Tina’s Graduation Party RSVP Free tires!!! Redeem your offerOVERDUE Medical claim Day 2 Insurance claim Day 18 Doctor’s office Day 24 Brenda Day 30 Mom Day 27 Daycare SBStat 2022 Hearing from residents 3/2/2022 I am in dire need with my water bill!! I have been calling every place I can think of that helps with utilities but to no avail!! I’m not sure if the utility relief is planning on helping me before leaving this message but I sure can use it like yesterday!! I am a single Mother to 5 kids with no job pls help!! Quotes are from the Utility Relief Inquiry Form (after Utility Relief announced March 2, 2022) SBStat 2022 Hearing from residents 3/3/2022 Inquiring about my having (our) my water bill paid! My husband Frank had Advanced Stage, Metastatic Prostate Cancer for 10 yrs. and he died 08/15/2021 in my arms at home. His last couple of years were truly bad. We got behind in all of our utility bills, but the water bill is the worst. And now on Widow’s Benefits, I’m having trouble just barely getting anything paid. I would so appreciate having my water bill paid! Thank you in advance. Quotes are from the Utility Relief Inquiry Form (after Utility Relief announced March 2, 2022) SBStat 2022 Hearing from residents 3/3/2022 My water bill is at 1,640.13 and I have no way to get it pay up in time when I already have highly rent and other utility bills to pay. I would really like some help.Quotes are from the Utility Relief Inquiry Form (after Utility Relief announced March 2, 2022) SBStat 2022 Opportunities Challenges More lenient •I didn’t have enough money when my bill was due •I had other bills to pay More communicative •I didn’t know how much to pay and when More connective •I didn’t know how I can get help to pay my bill •I likely don't have information about other resources Hearing from residents SBStat 2022 IdeasMore lenient Flexible payment Promise to Pay –delay shut off 15 days (existing) Installment Agreement –catch up on bill over 3 months (existing) 0% interest loans through Promise or other groups Criteria for shut off (income, seniors/families, etc.) Software Interactive work orders –payment immediately deletes water shut off (existing) Documentation Documentation for field processes SBStat 2022 IdeasMore communicative Redesigning materials A more distinguishable bill Envelope has overdue message Informational insert Calls Limiting calls so resident doesn’t get confused State amounts in automated calls need to pay Outreach Press release Rename process to “Connection process” Before June, send notice to customers with large balances Educate about Installment Agreement program SBStat 2022 IdeasMore connective Redesigning materials Flexible payment + assistance programs on the bill Flexible payment + assistance programs on the insert Outreach Contact UAP members to inform of LIHEAP Targeted outreach for assistance programs based on utility relief data (existing) Enroll in programs Require UAP application before turn on water SBStat 2022 Project timeline Week 1 –Mar 2 Scoped project Week 2 –Mar 9 Kicked off project + reviewed process Week 3 –Mar 15 Brainstormed ideas Week 4 –Mar 23 Prioritized ideas Week 5 –Mar 30 Draft ideas + model revenue/cost impacts Week 6 –Apr 7 Finalize ideas By end of April Present ideas to Mayor’s Office SBStat 2022 Discussion questions •Is there other criteria the City should consider when residents face water shut off? •For example, “The City will not conduct water shut offs… •…on days when the school system is closed” •…for homes with children” •…for accounts enrolled in assistance programs and making a reasonable monthly payment” •Are there other “sticks” the City can use to incentivize utility bill payment? To improve equity of services and service delivery, benchmarking 311 use to peers + engaging with residents on 311 awareness. Excellence | In the Administration "...establish South Bend as the best in the state, and/or in the top 25%nationally." SBStat 2022 SBStat 2022 Overview •Background •311 usage across city + city comparison table •Resident Engagement Process •Resident Takeaways •Proposed Actions SBStat 2022 Background Partnered with former Bloomberg Fellow, Juliahna Greene, to analyze 311 usage and provide recommendations to optimize usage locally. Questions: •Based on peer cities, how well utilized is 311 currently? •Any equity/access concerns to address in future planning? •General best practice recommendations based on other cities + resident feedback SBStat 2022 311 per capita across South Bend by census tract *Note: per capita analysis across city is helpful as an estimate of equitable usage, but not a perfect indicator SBStat 2022 City Comparison: 311 per capita City Population 311 Requests per capita Modes Grand Rapids, MI 198,401 0.406 App, Call Center, Email, Website, In-Person Hamilton, OH 62,182 0.058 App, Website Hampton, VA 135,041 0.392 App, Call Center, Email, Website Mankato, MN 42,093 0.107 App, Call Center, Email, Website McAllen, TX 141,968 0.835 App, Call Center, Website Miami Dade County, FL 2,717,000 0.184 App, Call Center, Email, Website Revere, MA 53,692 0.130 App, Call Center, Email, Website Somerville, MA 80,906 1.323 App, Call Center, Email, Website South Bend, IN 101, 393 0.155 Call Center, Website, Email St. Petersburg, FL 261,338 0.336 App, Call Center, Email, Website SBStat 2022 Resident Engagement Sessions To illuminate usage data across the city, qualitative data was collected from customers via focus groups. •3 Focus Groups in December 2021 •Recruited via westside neighborhoods •36 residents •Each 5+ years living in South Bend •>50% Black •Ages range from 25-75 •A third had never heard of 311 SBStat 2022 Compelling Quotes “I don’t check my mail for a week at a time, but I never miss the flyers that come home with my kids.” “On a whim, I called about a hanging wire. Who knew you could call 311 for something like that?” “After this, I want to help spread the word about 311. I could even advertise the service in my salon.” SBStat 2022 Compelling Quotes II “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.” “Show me that 311 can get the job done and I’ll start using the service.” “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.” SBStat 2022 Takeaways •Customer themes: •Prove/show the value to me and I'll buy in •Bad experiences are chilling •We want to hear more in more places •We can help SBStat 2022 Takeaways + 2022 Pilot Ideas •Customer themes + Corresponding Pilots/Actions: •Prove/show the value to me and I'll buy in •Storytelling/campaigns on change, resolved issues •Bad experiences are chilling •Keep monitoring repeat call situations, new post-call surveys •We want to hear more in more places •New advertising: School flyers, Library partnerships (ex: 311 stations) •More: Social media,radio,Transpo •We can help •311 Ambassador/Navigator Program SBStat 2022 Celebrating our values This section highlights exemplary work happening in the City to improve performance that may otherwise go unnoticed SBStat 2022 Celebrating our Values Utility Forgiveness SBStat | Customer Service 2 0 2 2 Q u a r t e r 1 | M a r c h 2 8 , 2 0 2 2 C i t y o f S o u t h B e n d