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Home My WebLink AboutSBStat 2022 - Customer Service Q3 & Q411/10/2022 1 SBStat | Customer Service 2 0 2 2 Q u a r t e r 3 & 4 | 1 1 / 1 0 / 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 1 2 11/10/2022 2 SBStat 2022 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. This SB Stat meeting SBStat 2022 2022 Portfolio Projects Project 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 In-progress Improve pothole response time SLA analysis; Design and conduct pilot with streets; deliver pilot results In-progress 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 On hold 3 4 11/10/2022 3 SBStat 2022 2022 Portfolio ProjectsQ3 & Q4 review Project Updates Improve Solid waste missed pick-up and EPU policies Starting project with Delivery Associates Improve pothole response time Starting project with Delivery Associates Improve customer interactions with frontline Utility Staff Gathering more data to understand call context due to generally positive responses SBStat 2022 Today’s Agenda 1. Data overview from previous Stat meeting •Customer Service KPIs from 311 data 2. Deep-dive analysis & discussion •Post Call Survey data •Redesigning the southbendin.gov homepage •Customer Service Stat projects •Project scope - Improving Solid waste missed pick-up and EPU policies •Project scope - Improving pothole response time 3. Celebrating our values 5 6 11/10/2022 4 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 from 311 data 7 8 11/10/2022 5 SBStat 2022 Contents •Summary of KPIs + Expected outcomes •Q3 Review (2021 to 2022) •Calls & Service requests •Initiatives for Q4 •Year-to-date (2022) •Calls & Service requests •Initiatives for 2023 SBStat 2022 Summary of KPIs + Expected outcomes Customer Service KPIs Type of performance measure How we measure success Outcomes Number of 311 calls Output (Quantity produced)If there’s an increase •Then more residents are aware of 311. Output (Quantity produced)If there’s a decrease •Then more residents can resolve issues from finding information online. •The more residents can resolve issues by submitting service requests online. Percent of 311 calls transferred to other department/division Effectiveness (Quality of quantity produced)If there’s a decrease •Then 311 liaisons are resolving issues quicker. •Then departments have more information online for liaisons. 9 10 11/10/2022 6 SBStat 2022 Summary of KPIs + Expected outcomes Customer Service KPIs Type of performance measure How we measure success Outcomes Percent of 311 calls result in service request Effectiveness (Quality of quantity produced)•If there’s an increase •Then more calls are initiating action. Effectiveness (Quality of quantity produced)•If there’s a decrease •The more residents can resolve issues by submitting service requests online. Number of service requests Output (Quantity produced)•If there’s an increase •Then more residents are accessing City services. Number of service requests per capita Effectiveness (Quality of quantity produced)•If there’s an increase •Then more residents are accessing City services. Percent of service requests from portal Efficiency (Quantity produced by required inputs) •If there’s an increase •The more residents can resolve issues by submitting service requests online. SBStat 2022 Q3 Review – 2021 to 2022Calls 11 12 11/10/2022 7 SBStat 2022 Q3 Review – 2021 to 2022Service requests SBStat 2022 Suggested initiativeQ4 (Oct to Dec) Goal •Increase percent of service requests from portal Initiative Promote 311 and 311 Service Portal through seasonal social media posts •November – General “How to use the 311 Service Portal” post •December – Report a Traffic Concern 13 14 11/10/2022 8 SBStat 2022 Discussion Initiatives •What other initiatives or goals do you have for your team(s) for Q4 (Oct to Dec)? Data •Do you have any questions about the data for your team(s)? •Are there other data points that would be helpful for your team(s)? SBStat 2022 2022 – Year-to-dateCalls & service requests 15 16 11/10/2022 9 SBStat 2022 Year-to-dateTop calls & Top service requests SBStat 2022 What are our KPI goals for 2023?What outcomes do we want to see for 2023? Customer Service KPIs How we measure success Outcomes Number of 311 calls •If there’s an increase •Then more residents are aware of 311. •If there’s a decrease •Then more residents can resolve issues from finding information online. •The more residents can resolve issues by submitting service requests online. Percent of 311 calls transferred to other department/division •If there’s a decrease •Then 311 liaisons are resolving issues quicker. •Then departments have more information online for liaisons. Percent of 311 calls result in service request •If there’s an increase •Then more calls are initiating action. •If there’s a decrease •The more residents can resolve issues by submitting service requests online. Number of service requests •If there’s an increase •Then more residents are accessing City services. Number of service requests per capita •If there’s an increase •Then more residents are accessing City services. Percent of service requests from portal •If there’s an increase •The more residents can resolve issues by submitting service requests online. 17 18 11/10/2022 10 SBStat 2022 Potential initiatives for 2023 Major projectsHigh impact, high effort Quick winsHigh impact, low effort Fill ins Low impact, low effort "Thankless" TasksLow impact, high effort Promote 311 service portal more Add more service forms to CRM Make more service forms public Create KBAs for “No Article Found” topics Identify opportunities to reduce transferred calls Identify Microsoft Forms that can be converted into CRM SBStat 2022 Deep-dive analysis & discussion Diving deep into a few key initiatives being undertaken to improve city performance 19 20 11/10/2022 11 SBStat 2022 Post Call Survey data 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 Contents Background Survey prompt Questions Initiative 1 – Develop dashboard to review data Discussion 21 22 11/10/2022 12 SBStat 2022 Background OutcomeImprove customer service phone interactions GoalUnderstand resident sentiment on: Customer Satisfaction, Friendliness, Knowledge, Timeliness, Resolution, Transfer call Initiative 1Develop dashboard to review data SBStat 2022 Background Morris Performing Arts Center Box Office •Point of contact - Wendy G. •Survey start - Tue 8/16 311 •Point of contact - Cynthia S. •Survey start – Wed 4/27 Utilities •Point of contact - Kim T. •Survey start – Wed 4/27 23 24 11/10/2022 13 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. 25 26 11/10/2022 14 SBStat 2022 DashboardInformation Pages •311 – Averages •311 – Over time •WW – Averages •WW – Over time •Morris – Averages •Morris – Over time View dashboard in Power BI online SBStat 2022 DashboardKPIs Post call survey KPIs How we measure success Outcomes Percent of callers that opted into survey from total calls handled •If there’s an increase •Then staff have a more representative sample of callers for analysis. Percent of callers that answered at least 1 question from total opted in •If there’s an increase •Then staff have a more representative sample of callers for analysis. Average rating for all questions •If there’s an increase •Then callers are more satisfied with customer service over the phone. Percent of issues resolved today •If there’s an increase •Then callers are getting their issues resolved quicker. First time callers as a percent of the total •If there’s an increase •Then callers are getting their issues resolved quicker. Percent of callers transferred from 311 •If there’s a decrease •Then 311 liaisons are resolving issues quicker. •Then departments have more information online for liaisons. 27 28 11/10/2022 15 SBStat 2022 DashboardKPI – Response rate (Q3) •Percent of callers that opted into survey from total calls handled •Percent of callers that answered at least 1 question from total opted in 6.0% 2.8%3.1% 0.0% 1.0% 2.0% 3.0% 4.0% 5.0% 6.0% 7.0% 311 Utilities (WaterWorks)MorrisPerformingArts Center Percent of callers that opted into survey from total calls handled 44% 43% 40% 35% 40% 45% 311 Utilities (WaterWorks)MorrisPerformingArts Center Percent of callers that answered at least 1 question from total opted in SBStat 2022 Dashboard311 – Averages (Q3) 29 30 11/10/2022 16 SBStat 2022 DashboardUtilities – Averages (Q3) SBStat 2022 DashboardMorris – Averages (Q3) 31 32 11/10/2022 17 SBStat 2022 DashboardQ3 - Observations to actions Observations Can’t currently connect rating with call topic currently Add question to survey “What did you call about today?” Actions Other important data points aren’t connected (ex: Survey doesn’t reach people who hang up due to long wait) Identify other reports with important data points (AVG hold time, wait time, calls abandoned, etc.) Need to be able to address low rated calls quicker Generate weekly report for low rated calls (3 and below for any question) Discussion Initiatives •What are some initiatives that could improve the following KPIs in Q4 or 2023? •Increase Percent of callers that opted into survey from total calls handled •Increase Percent of callers that answered at least 1 question from total opted in •Increase Average rating for all questions •Increase Percent of issues resolved today •Increase First time callers as a percent of the total •Decrease Percent of callers transferred from 311 Data •What other data points do you need to understand how to improve these KPIs? 33 34 11/10/2022 18 SBStat 2022 Redesigning the southbendin.gov homepage …your main page shows that the most important things that you want to get across is: pets, bill paying, how to get a city job, and report and issue. are those really the most important things you want your citizens to know about the city of South Bend? –Response ID R_1kHB8LsFiIOCvvb 35 36 11/10/2022 19 Contents Project scope Timeline SB UX process Insights Discussion SBStat 2022 Project scope Background •We designed the City homepage template when the website was redeveloped in 2018. Goals •Understand why people go to southbendin.gov homepage + how they use the homepage •Improve the homepage to match people's needs 37 38 11/10/2022 20 SBStat 2022 Timeline Wed 10/5 COSB starts conducting research (surveys + focus group) Fri 10/21 COSB sends results to Pathfinders Mon 10/24 Pathfinders internal project kickoff Wed 11/9 First design review with Pathfinders Wed 11/22 Second design review with Pathfinders Wed 12/14 Final design review with Pathfinders South Bend User Experience (SB UX) process 1. Identify digital tool 2. Develop research plan 3. Conduct research 4. Analyze results 5. Retrospective Southbendin.gov homepage 39 40 11/10/2022 21 South Bend User Experience (SB UX) process 1. Identify digital tool 2. Develop research plan 3. Conduct research 4. Analyze results 5. Retrospective Contents •Ethics checklist •Research rationale •Research goals •Methods + people •Sampling -residents •Logistics South Bend User Experience (SB UX) process 1. Identify digital tool 2. Develop research plan 3. Conduct research 4. Analyze results 5. Retrospective Surveys •Residents •City staff Focus group •Residents 41 42 11/10/2022 22 South Bend User Experience (SB UX) process 1. Identify digital tool 2. Develop research plan 3. Conduct research 4. Analyze results 5. Retrospective •Analysis in Airtable •Synthesis in PowerPoint South Bend User Experience (SB UX) process 1. Identify digital tool 2. Develop research plan 3. Conduct research 4. Analyze results 5. Retrospective •Highs - Things that went well •Lows - Things that didn’t go so well •Takeaways - Big takeaways from the feedback •Improvements - How we can improve the process for next time 43 44 11/10/2022 23 SBStat 2022 Insights Icons don’t align well with residents’ top priorities. •Residents didn’t mention the icon actions as much as expected. Most pages in the navigation menu aren’t useful right now. •Residents aren’t going to find everything on the homepage. Residents didn’t really mention clicking on links in the navigation menu. More specific City programs are under layers. Search doesn’t always surface the page. •Residents have high-priority topics (i.e. trash pickup, meeting agendas, etc.). But other City programs should still be at least discoverable to residents. SBStat 2022 First design review with Pathfinders 45 46 11/10/2022 24 SBStat 2022 Discussion SB UX Process •Other opportunities to collect resident feedback? 2023 southbendin.gov roadmap •What would you like to see updated on southbendin.gov in 2023? SBStat 2022 Project scope - Improving Solid waste missed pick-up and EPU policies 47 48 11/10/2022 25 SBStat 2022 Contents •Why are we doing this project? •Background •Objectives •What do we want to achieve? •Deliverables •How will we get work done? •Stakeholders •Timeline •Milestones SBStat 2022 Why are we doing this project?Background High call volume over the years for missed pickup and extra pickup 49 50 11/10/2022 26 SBStat 2022 Why are we doing this project?Project objectives 1. Establish current state •Define/establish current state performance on extra trash pickups and missed pickups in the City of South Bend, including seasonal and geographic distribution 2. Improve data review •Develop methods and data pipelines for tracking KPIs. Solid Waste, analyst, and executive teams can review KPIs regularly. 3. Provide recommendations •Provide evidence-based recommendations for changes in policies, charges, and/or operations to better serve customers SBStat 2022 What do we want to achieve?Deliverables •Analysis of historical missed pickups and extra pickups establishing current state performance •Automated monthly report that tracks KPIs on missed pickups •Slide deck of recommendations covering next steps for tracking KPIs on missed trash pickups and extra trash pickups 51 52 11/10/2022 27 SBStat 2022 How will we get work done?Stakeholders Project managerPrimary contact with Delivery Associates + ensures things get done Becky Project leadProvides strategic direction for project David, Dan (when David’s out) Contractor Delivers project deliverables Delivery Associates Learn more about Delivery Associates Department leadPrimary contact for providing direction on department needs Kelly? Department lead supportAlso provides input + steps in when primary lead unavailable Eric, Jitin? SBStat 2022 How will we get work done?Timeline Start date •Wed 11/9/22 End date •TBD in 2023 Meetings •Wed 11/9/22 - Project kickoff with Delivery Associates •TBD 53 54 11/10/2022 28 SBStat 2022 Questions? SBStat 2022 Project scope - Improve pothole response time Project scope - Improving pothole response time 55 56 11/10/2022 29 SBStat 2022 Contents •Why are we doing this project? •Background •Objectives •What do we want to achieve? •Deliverables •How will we get work done? •Stakeholders •Timeline •Milestones SBStat 2022 Why are we doing this project?Background 57 58 11/10/2022 30 SBStat 2022 Why are we doing this project?Project objectives 1. Improve data quality Improve data quality in work order management systems that interface with the City’s CRM and/or solely use the City’s CRM. This covers any service requested by a resident through the City’s 311 office. 2. Improve data access Develop methods for moving data from the City’s CRM to the City’s reporting server so it can be accessed by data analysis tools (i.e. Microsoft Power BI) 3. Improve data transparency Create a public dashboard that shares data on City performance targets for completing resident service requests and reports how well the City is doing in achieving its’ performance targets. SBStat 2022 What do we want to achieve?Deliverables •Playbook for training a City team to intake work orders from the City’s 311 office and close out orders in a timely manner •Slide deck of recommendations that covers next steps for sharing the dashboard tool with residents and resources needed to maintain the dashboard tool •Dashboard that follows the business requirements listed in the table on the second page of this document 59 60 11/10/2022 31 SBStat 2022 How will we get work done?Stakeholders Project managerPrimary contact with Delivery Associates + ensures things get done Becky? Project leadProvides strategic direction for project David, Dan (when David’s out) Contractor Delivers project deliverables Delivery Associates Learn more about Delivery Associates Department leadPrimary contact for providing direction on department needs Sean? Department lead supportAlso provides input + steps in when primary lead unavailable Eric, Jitin? SBStat 2022 How will we get work done?Timeline Start date •Wed 11/9/22 End date •TBD in 2023 Meetings •Wed 11/9/22 - Project kickoff with Delivery Associates •TBD 61 62 11/10/2022 32 SBStat 2022 Questions? SBStat 2022 Celebrating our values This section highlights exemplary work happening in the City to improve performance that may otherwise go unnoticed 63 64 11/10/2022 33 SBStat 2022 Build the Budget SBStat 2022 Community survey results for the Solid Waste team How satisfied are you with the overall quality of trash collection services? 65 66 11/10/2022 34 SBStat 2022 SB Academy Build your team’s skills in topics like Excel, visual design, and more! SBStat 2022 Upcoming SB Academy classes Intermediate Excel •Mon 11/14 •9am to 12pm Advanced Excel •Wed 12/14 •1 to 4pm If you’d like more specific training for your team, contact bphung@southbendin.gov or dfinley@southbendin.gov 67 68 11/10/2022 1 SBStat | Customer Service 2 0 2 2 Q u a r t e r 3 & 4 | 1 1 / 1 0 / 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 1 2 11/10/2022 2 SBStat 2022 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. This SB Stat meeting SBStat 2022 2022 Portfolio Projects Project 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 In-progress Improve pothole response time SLA analysis; Design and conduct pilot with streets; deliver pilot results In-progress 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 On hold 3 4 11/10/2022 3 SBStat 2022 2022 Portfolio ProjectsQ3 & Q4 review Project Updates Improve Solid waste missed pick-up and EPU policies Starting project with Delivery Associates Improve pothole response time Starting project with Delivery Associates Improve customer interactions with frontline Utility Staff Gathering more data to understand call context due to generally positive responses SBStat 2022 Today’s Agenda 1. Data overview from previous Stat meeting •Customer Service KPIs from 311 data 2. Deep-dive analysis & discussion •Post Call Survey data •Redesigning the southbendin.gov homepage •Customer Service Stat projects •Project scope - Improving Solid waste missed pick-up and EPU policies •Project scope - Improving pothole response time 3. Celebrating our values 5 6 11/10/2022 4 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 from 311 data 7 8 11/10/2022 5 SBStat 2022 Contents •Summary of KPIs + Expected outcomes •Q3 Review (2021 to 2022) •Calls & Service requests •Initiatives for Q4 •Year-to-date (2022) •Calls & Service requests •Initiatives for 2023 SBStat 2022 Summary of KPIs + Expected outcomes Customer Service KPIs Type of performance measure How we measure success Outcomes Number of 311 calls Output (Quantity produced)If there’s an increase •Then more residents are aware of 311. Output (Quantity produced)If there’s a decrease •Then more residents can resolve issues from finding information online. •The more residents can resolve issues by submitting service requests online. Percent of 311 calls transferred to other department/division Effectiveness (Quality of quantity produced)If there’s a decrease •Then 311 liaisons are resolving issues quicker. •Then departments have more information online for liaisons. 9 10 11/10/2022 6 SBStat 2022 Summary of KPIs + Expected outcomes Customer Service KPIs Type of performance measure How we measure success Outcomes Percent of 311 calls result in service request Effectiveness (Quality of quantity produced)•If there’s an increase •Then more calls are initiating action. Effectiveness (Quality of quantity produced)•If there’s a decrease •The more residents can resolve issues by submitting service requests online. Number of service requests Output (Quantity produced)•If there’s an increase •Then more residents are accessing City services. Number of service requests per capita Effectiveness (Quality of quantity produced)•If there’s an increase •Then more residents are accessing City services. Percent of service requests from portal Efficiency (Quantity produced by required inputs) •If there’s an increase •The more residents can resolve issues by submitting service requests online. SBStat 2022 Q3 Review – 2021 to 2022Calls 11 12 11/10/2022 7 SBStat 2022 Q3 Review – 2021 to 2022Service requests SBStat 2022 Suggested initiativeQ4 (Oct to Dec) Goal •Increase percent of service requests from portal Initiative Promote 311 and 311 Service Portal through seasonal social media posts •November – General “How to use the 311 Service Portal” post •December – Report a Traffic Concern 13 14 11/10/2022 8 SBStat 2022 Discussion Initiatives •What other initiatives or goals do you have for your team(s) for Q4 (Oct to Dec)? Data •Do you have any questions about the data for your team(s)? •Are there other data points that would be helpful for your team(s)? SBStat 2022 2022 – Year-to-dateCalls & service requests 15 16 11/10/2022 9 SBStat 2022 Year-to-dateTop calls & Top service requests SBStat 2022 What are our KPI goals for 2023?What outcomes do we want to see for 2023? Customer Service KPIs How we measure success Outcomes Number of 311 calls •If there’s an increase •Then more residents are aware of 311. •If there’s a decrease •Then more residents can resolve issues from finding information online. •The more residents can resolve issues by submitting service requests online. Percent of 311 calls transferred to other department/division •If there’s a decrease •Then 311 liaisons are resolving issues quicker. •Then departments have more information online for liaisons. Percent of 311 calls result in service request •If there’s an increase •Then more calls are initiating action. •If there’s a decrease •The more residents can resolve issues by submitting service requests online. Number of service requests •If there’s an increase •Then more residents are accessing City services. Number of service requests per capita •If there’s an increase •Then more residents are accessing City services. Percent of service requests from portal •If there’s an increase •The more residents can resolve issues by submitting service requests online. 17 18 11/10/2022 10 SBStat 2022 Potential initiatives for 2023 Major projectsHigh impact, high effort Quick winsHigh impact, low effort Fill ins Low impact, low effort "Thankless" TasksLow impact, high effort Promote 311 service portal more Add more service forms to CRM Make more service forms public Create KBAs for “No Article Found” topics Identify opportunities to reduce transferred calls Identify Microsoft Forms that can be converted into CRM SBStat 2022 Deep-dive analysis & discussion Diving deep into a few key initiatives being undertaken to improve city performance 19 20 11/10/2022 11 SBStat 2022 Post Call Survey data 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 Contents Background Survey prompt Questions Initiative 1 – Develop dashboard to review data Discussion 21 22 11/10/2022 12 SBStat 2022 Background OutcomeImprove customer service phone interactions GoalUnderstand resident sentiment on: Customer Satisfaction, Friendliness, Knowledge, Timeliness, Resolution, Transfer call Initiative 1Develop dashboard to review data SBStat 2022 Background Morris Performing Arts Center Box Office •Point of contact - Wendy G. •Survey start - Tue 8/16 311 •Point of contact - Cynthia S. •Survey start – Wed 4/27 Utilities •Point of contact - Kim T. •Survey start – Wed 4/27 23 24 11/10/2022 13 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. 25 26 11/10/2022 14 SBStat 2022 DashboardInformation Pages •311 – Averages •311 – Over time •WW – Averages •WW – Over time •Morris – Averages •Morris – Over time View dashboard in Power BI online SBStat 2022 DashboardKPIs Post call survey KPIs How we measure success Outcomes Percent of callers that opted into survey from total calls handled •If there’s an increase •Then staff have a more representative sample of callers for analysis. Percent of callers that answered at least 1 question from total opted in •If there’s an increase •Then staff have a more representative sample of callers for analysis. Average rating for all questions •If there’s an increase •Then callers are more satisfied with customer service over the phone. Percent of issues resolved today •If there’s an increase •Then callers are getting their issues resolved quicker. First time callers as a percent of the total •If there’s an increase •Then callers are getting their issues resolved quicker. Percent of callers transferred from 311 •If there’s a decrease •Then 311 liaisons are resolving issues quicker. •Then departments have more information online for liaisons. 27 28 11/10/2022 15 SBStat 2022 DashboardKPI – Response rate (Q3) •Percent of callers that opted into survey from total calls handled •Percent of callers that answered at least 1 question from total opted in 6.0% 2.8%3.1% 0.0% 1.0% 2.0% 3.0% 4.0% 5.0% 6.0% 7.0% 311 Utilities (WaterWorks)MorrisPerformingArts Center Percent of callers that opted into survey from total calls handled 44% 43% 40% 35% 40% 45% 311 Utilities (WaterWorks)MorrisPerformingArts Center Percent of callers that answered at least 1 question from total opted in SBStat 2022 Dashboard311 – Averages (Q3) 29 30 11/10/2022 16 SBStat 2022 DashboardUtilities – Averages (Q3) SBStat 2022 DashboardMorris – Averages (Q3) 31 32 11/10/2022 17 SBStat 2022 DashboardQ3 - Observations to actions Observations Can’t currently connect rating with call topic currently Add question to survey “What did you call about today?” Actions Other important data points aren’t connected (ex: Survey doesn’t reach people who hang up due to long wait) Identify other reports with important data points (AVG hold time, wait time, calls abandoned, etc.) Need to be able to address low rated calls quicker Generate weekly report for low rated calls (3 and below for any question) Discussion Initiatives •What are some initiatives that could improve the following KPIs in Q4 or 2023? •Increase Percent of callers that opted into survey from total calls handled •Increase Percent of callers that answered at least 1 question from total opted in •Increase Average rating for all questions •Increase Percent of issues resolved today •Increase First time callers as a percent of the total •Decrease Percent of callers transferred from 311 Data •What other data points do you need to understand how to improve these KPIs? 33 34 11/10/2022 18 SBStat 2022 Redesigning the southbendin.gov homepage …your main page shows that the most important things that you want to get across is: pets, bill paying, how to get a city job, and report and issue. are those really the most important things you want your citizens to know about the city of South Bend? –Response ID R_1kHB8LsFiIOCvvb 35 36 11/10/2022 19 Contents Project scope Timeline SB UX process Insights Discussion SBStat 2022 Project scope Background •We designed the City homepage template when the website was redeveloped in 2018. Goals •Understand why people go to southbendin.gov homepage + how they use the homepage •Improve the homepage to match people's needs 37 38 11/10/2022 20 SBStat 2022 Timeline Wed 10/5 COSB starts conducting research (surveys + focus group) Fri 10/21 COSB sends results to Pathfinders Mon 10/24 Pathfinders internal project kickoff Wed 11/9 First design review with Pathfinders Wed 11/22 Second design review with Pathfinders Wed 12/14 Final design review with Pathfinders South Bend User Experience (SB UX) process 1. Identify digital tool 2. Develop research plan 3. Conduct research 4. Analyze results 5. Retrospective Southbendin.gov homepage 39 40 11/10/2022 21 South Bend User Experience (SB UX) process 1. Identify digital tool 2. Develop research plan 3. Conduct research 4. Analyze results 5. Retrospective Contents •Ethics checklist •Research rationale •Research goals •Methods + people •Sampling -residents •Logistics South Bend User Experience (SB UX) process 1. Identify digital tool 2. Develop research plan 3. Conduct research 4. Analyze results 5. Retrospective Surveys •Residents •City staff Focus group •Residents 41 42 11/10/2022 22 South Bend User Experience (SB UX) process 1. Identify digital tool 2. Develop research plan 3. Conduct research 4. Analyze results 5. Retrospective •Analysis in Airtable •Synthesis in PowerPoint South Bend User Experience (SB UX) process 1. Identify digital tool 2. Develop research plan 3. Conduct research 4. Analyze results 5. Retrospective •Highs - Things that went well •Lows - Things that didn’t go so well •Takeaways - Big takeaways from the feedback •Improvements - How we can improve the process for next time 43 44 11/10/2022 23 SBStat 2022 Insights Icons don’t align well with residents’ top priorities. •Residents didn’t mention the icon actions as much as expected. Most pages in the navigation menu aren’t useful right now. •Residents aren’t going to find everything on the homepage. Residents didn’t really mention clicking on links in the navigation menu. More specific City programs are under layers. Search doesn’t always surface the page. •Residents have high-priority topics (i.e. trash pickup, meeting agendas, etc.). But other City programs should still be at least discoverable to residents. SBStat 2022 First design review with Pathfinders 45 46 11/10/2022 24 SBStat 2022 Discussion SB UX Process •Other opportunities to collect resident feedback? 2023 southbendin.gov roadmap •What would you like to see updated on southbendin.gov in 2023? SBStat 2022 Project scope - Improving Solid waste missed pick-up and EPU policies 47 48 11/10/2022 25 SBStat 2022 Contents •Why are we doing this project? •Background •Objectives •What do we want to achieve? •Deliverables •How will we get work done? •Stakeholders •Timeline •Milestones SBStat 2022 Why are we doing this project?Background High call volume over the years for missed pickup and extra pickup 49 50 11/10/2022 26 SBStat 2022 Why are we doing this project?Project objectives 1. Establish current state •Define/establish current state performance on extra trash pickups and missed pickups in the City of South Bend, including seasonal and geographic distribution 2. Improve data review •Develop methods and data pipelines for tracking KPIs. Solid Waste, analyst, and executive teams can review KPIs regularly. 3. Provide recommendations •Provide evidence-based recommendations for changes in policies, charges, and/or operations to better serve customers SBStat 2022 What do we want to achieve?Deliverables •Analysis of historical missed pickups and extra pickups establishing current state performance •Automated monthly report that tracks KPIs on missed pickups •Slide deck of recommendations covering next steps for tracking KPIs on missed trash pickups and extra trash pickups 51 52 11/10/2022 27 SBStat 2022 How will we get work done?Stakeholders Project managerPrimary contact with Delivery Associates + ensures things get done Becky Project leadProvides strategic direction for project David, Dan (when David’s out) Contractor Delivers project deliverables Delivery Associates Learn more about Delivery Associates Department leadPrimary contact for providing direction on department needs Kelly? Department lead supportAlso provides input + steps in when primary lead unavailable Eric, Jitin? SBStat 2022 How will we get work done?Timeline Start date •Wed 11/9/22 End date •TBD in 2023 Meetings •Wed 11/9/22 - Project kickoff with Delivery Associates •TBD 53 54 11/10/2022 28 SBStat 2022 Questions? SBStat 2022 Project scope - Improve pothole response time Project scope - Improving pothole response time 55 56 11/10/2022 29 SBStat 2022 Contents •Why are we doing this project? •Background •Objectives •What do we want to achieve? •Deliverables •How will we get work done? •Stakeholders •Timeline •Milestones SBStat 2022 Why are we doing this project?Background 57 58 11/10/2022 30 SBStat 2022 Why are we doing this project?Project objectives 1. Improve data quality Improve data quality in work order management systems that interface with the City’s CRM and/or solely use the City’s CRM. This covers any service requested by a resident through the City’s 311 office. 2. Improve data access Develop methods for moving data from the City’s CRM to the City’s reporting server so it can be accessed by data analysis tools (i.e. Microsoft Power BI) 3. Improve data transparency Create a public dashboard that shares data on City performance targets for completing resident service requests and reports how well the City is doing in achieving its’ performance targets. SBStat 2022 What do we want to achieve?Deliverables •Playbook for training a City team to intake work orders from the City’s 311 office and close out orders in a timely manner •Slide deck of recommendations that covers next steps for sharing the dashboard tool with residents and resources needed to maintain the dashboard tool •Dashboard that follows the business requirements listed in the table on the second page of this document 59 60 11/10/2022 31 SBStat 2022 How will we get work done?Stakeholders Project managerPrimary contact with Delivery Associates + ensures things get done Becky? Project leadProvides strategic direction for project David, Dan (when David’s out) Contractor Delivers project deliverables Delivery Associates Learn more about Delivery Associates Department leadPrimary contact for providing direction on department needs Sean? Department lead supportAlso provides input + steps in when primary lead unavailable Eric, Jitin? SBStat 2022 How will we get work done?Timeline Start date •Wed 11/9/22 End date •TBD in 2023 Meetings •Wed 11/9/22 - Project kickoff with Delivery Associates •TBD 61 62 11/10/2022 32 SBStat 2022 Questions? SBStat 2022 Celebrating our values This section highlights exemplary work happening in the City to improve performance that may otherwise go unnoticed 63 64 11/10/2022 33 SBStat 2022 Build the Budget SBStat 2022 Community survey results for the Solid Waste team How satisfied are you with the overall quality of trash collection services? 65 66 11/10/2022 34 SBStat 2022 SB Academy Build your team’s skills in topics like Excel, visual design, and more! SBStat 2022 Upcoming SB Academy classes Intermediate Excel •Mon 11/14 •9am to 12pm Advanced Excel •Wed 12/14 •1 to 4pm If you’d like more specific training for your team, contact bphung@southbendin.gov or dfinley@southbendin.gov 67 68