HomeMy WebLinkAboutSB Stat Post Memo - 2022 Q3 & Q4 Customer ServiceEXCELLENCE | ACCOUNTABILITY | INNOVATION | INCLUSION | EMPOWERMENT
SBStat 2022
SBStat 2022
City of South Bend | Performance Management
11/14/2022 Customer Service Stat
City Performance Management
2022 Q3 & Q4 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 from 311 data
o Promote 311 and 311 Service Portal through seasonal social media posts
• Post Call Survey data
o Test different number of questions in post call survey
o Test different language to present post call survey
o Determine benchmark for ideal call survey response rate
• Redesigning the southbendin.gov homepage
o n/a
• Project scope - Improving Solid waste missed pick-up and EPU policies
o Ran out of time to review this topic
o BP to follow-up with relevant teams on project scopes
• Project scope - Improving pothole response time
EXCELLENCE | ACCOUNTABILITY | INNOVATION | INCLUSION | EMPOWERMENT
SBStat 2022
o Ran out of time to review this topic
o BP to follow-up with relevant teams on project scopes
Recommended initiative for Q4 (Oct to Dec)
• Customer Service KPIs from 311 data
o Promote 311 and 311 Service Portal through seasonal social media posts
Other potential ideas discussed
• Major projects (High impact, high effort)
o Incorporate data from other work order systems to provide context for CRM data (ex: sometimes trash misses aren't actually misses)
o Develop utility bill explanations
o Redesign template for southbendin.gov department pages
o Develop how-to videos for different City services
o Add more service forms to CRM
o Create KBAs for "No Article Found" topics
• Quick wins (High impact, low effort)
o Identify opportunities to reduce call transfers not due to departmental agreement
o Make more service forms public
o Identify Microsoft Forms that can be converted into CRM
o Communicate how to use 311 Service Portal directly to neighborhood associations, other 311 "super users"
• Fill ins (Low impact, low effort)
o Place larger and updated 311 stickers on City vehicles
o Determine benchmark for ideal call survey response rate
o Update over time view to be quarterly in Post Call Survey dashboard
o Add information about highest 311 calls to southbendin.gov homepage
o Develop offboarding guides for different roles related to southbendin.gov & CRM
• "Thankless" Tasks (Low impact, high effort)
o n/a
Potential Topics next SB Stat Meeting
• Stat projects for next year
• Updates on Delivery Associates projects (Improving Solid waste missed pick-up and EPU policies and Improving pothole response time)
• Results from Post Call Survey tests