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HomeMy WebLinkAboutSB Stat Post Memo - 2023 Customer Service Q1EXCELLENCE | ACCOUNTABILITY | INNOVATION | INCLUSION | EMPOWERMENT SBStat 2023 SBStat 2023 City of South Bend | Performance Management April 4, 2023 Customer Service Stat City Performance Management 2023 Q1 SB Stat Post-Meeting Memo This memo shares project status updates on projects in the Mayor’s strategic project portfolio and lists next steps identified at the SB Stat meeting. This memo is shared with all SB Stat meeting attendees so it is clear who is responsible for next steps on a project for the Mayor. Customer Service Stat Project Portfolio Project Project Lead Projected Completion Status Post call surveys Improve frontline customer service interactions Becky Phung (Transition to David Yang) Ongoing Service request dashboard Give departments and public line of sight into SLAs and how often they are met David Finley May 2023 Utility data report Review utility data in monthly report Max Welch Ongoing Customer service culture Identify opportunities to develop a culture of customer service among City staff Becky Phung April 2023 City Hall One Stop Shop Plan for One Stop Shop for Customer Service at new City Hall David Yang July 2023 Legend Project on schedule Project delayed Project cancelled Commented [BP1]: @David Finley Could you review this memo by EOW-ish, and update things as needed? Thank you! Commented [DF2R1]: Done Commented [BP3]: @David Yang Is there a projected completion date for the One Stop Shop project? Commented [DY4R3]: @Denise Riedl . I believe we would want a plan for public works and the architectural firm by end of Q2 Commented [DF5R3]: changing this to July 2023 EXCELLENCE | ACCOUNTABILITY | INNOVATION | INCLUSION | EMPOWERMENT SBStat 2023 Next Steps Identified at Stat Meeting Post call surveys Action item Owner Proposed deadline Goal: Increase callers who opt into the survey Update prepend prompts to include language that by opting into the survey, residents will not lose their place in the call Becky Phung Fri, 4/28/23 Test if survey for each line is still working Becky Phung Fri, 4/28/23 Send refresher on conducting survey to call takers for each line Becky Phung Fri, 4/7/23 Goal: Improve satisfaction ratings (Question 1-4) Conduct analyses on different call metrics that could affect satisfaction with timeliness Becky Phung Fri, 5/26/23 Conduct low rating analysis (for “1” responses) Becky Phung Fri, 5/26/23 Goal: Improve Equity & Access to City services Develop different models for measuring equity & access using service request data Becky Phung Fri, 5/26/23 Conduct repeat call analysis from Cisco call data (ex: add potential metric for percentage of unique calls who opt into survey) Becky Phung Fri, 5/26/23 Utility data report Action item Owner Proposed deadline Goal: Improve KPIs outlined in utility data report Outline high level insights in each monthly report email Max Welch Monthly Develop personas for households in UAP still behind on utility bill Max Welch Fri, 5/26/23 Research requirements for enabling text reminders Max Welch Fri, 4/28/23 Commented [BP6]: I assigned these action items myself, but let me know if you'd like to switch anything around Commented [DF7R6]: made some edits to these that removed contractions, made more formal Commented [BP8]: Messaged Herschel asking for help with checking each line Commented [BP9R8]: Herschel confirmed by calling each line that responses were going through by checking data in CUIC Commented [BP10R8]: Herschel following up with Aunalytics to double check no technical issues Commented [BP11R8]: Note: When Herschel called the line, person who picked up at Morris thought the survey was over. Person who picked up at Utilities didn't know how to transfer call. Commented [BP12R8]: Jon from aunalytics confirmed no technical issues too. Commented [BP13]: Sent with notes to 311, Utilities, and Morris lines Commented [BP14R13]: Shawn McCubbin will forward notes to Utilities team. Aaron Perri requested training. Commented [BP15]: I definitely want to do this one though! EXCELLENCE | ACCOUNTABILITY | INNOVATION | INCLUSION | EMPOWERMENT SBStat 2023 Customer service culture Action item Owner Proposed deadline Goal: Improve internal culture of customer service Develop customer service category for quarterly Mayor’s recognition award; consider categories for other City values too Kacey Gergely Fri, 4/28/23 Connect utilities team with customer service training; connect with 311 team Jitin Kain Fri, 4/28/23 Commented [BP16]: It didn't seem like there was much appetite in this project area. Let me know if these action items seem reasonable. Commented [DF17R16]: Looks good to me.