Loading...
HomeMy WebLinkAboutSBStat 2023 - Customer Service Q2 SBStat | Customer Service 2023 Quarter 2 | Thursday, July 13, 2023 City of South Bend 1 Empower departments Design services Focus on data Improve residents’ lives The purpose of SB Stat is to bring the most powerful people in the City – the Mayor, Department Heads, and key staff – into a room to use data and take action on some of the City’s most pressing challenges 2 Customer Service Portfolio Summary Check CS projects in DR excel 3 Today’s Agenda 4 Customer Service KPI Summary Type of performance measure reference - https://www.mtas.tennessee.edu/reference/types-performance-measures 5 Customer Service KPIs Q2 2023 6 Customer Service KPIs – Equity & Access (draft) Q4 2022 to Q1 2023 By poverty level 0-10% persons in poverty 11-50% persons in poverty 51-100% persons in poverty https://www.census.gov/quickfacts/fact/table/southbendcityindiana/AGE295221 7 KPI Review Percent of calls opted into survey has returned to 2022 levels Steps taken to improve performance: Recurring meetings to discuss previous month’s post call survey data. Reminded 311 and Water Works customer service staff to redirect residents to surveys. Edited 311 welcome message to inform callers that they will not be placed out of the queue if they decide to opt-in to the survey. Additional steps to take: Add voicemail option to survey Manual transfer of residents to survey Train Morris Box Office staff to redirect callers to survey Ask Shawn, Cathleen for their thoughts 8 CoSB Post Call Survey Results | 311 Refreshed as of 3/29/2023 9 CoSB Post Call Survey Results | 311 10 CoSB Post Call Survey Results | Utilities Similar but Timeliness is slightly lower than 311 11 CoSB Post Call Survey Results | Utilities Averages increased over last 6 months 12 CoSB Post Call Survey Results | Morris 13 Investigating factors behind lower-than-expected timeliness ratings 14 Extra trash pickup, utility account update, and litter services are seeing disproportionally more low timeliness ratings. There is a greater proportion of low timeliness ratings (1,2,3 or 4s) for the highlighted articles compared to the corresponding overall customer satisfaction rating Initial thoughts: Some respondents are tying service request completion time or call outcome dissatisfaction to timeliness of the call– rating it lower than intended otherwise. This can still be useful to diagnose process inefficiencies. Extra pick up, Account balance, and Update utility account information are the most frequent call topics (17% of all calls) among callers who call 10 or more times. Discussion: How can we best ensure callers are satisfied for the listed low timeliness services? Is this something we can improve customer service teams or the business units? 15 Proposed Action Plan Findings Possible action plan People who provide low ratings for one question are likely to provide low ratings for all the questions Average call time of resident rating 1 is 92 seconds longer than resident rating a 5 in the first half of 2023 Timeliness rating decreased partially due to additional 311 prepend announcements. (Total prepend time until caller was placed on queue was around 90 seconds in May/June.) Implement voicemail box for post-call surveys to better understand caller frustrations. Ideally, reduce call times for articles with low timeliness ratings (Ideally 6 minutes). Add queue time to customer service KPIs and future analyses Limit usage of 311 prepend announcements 311 welcome message should be placed before all other announcements. Total prepended announcements should not exceed 60 seconds. Any additional messages should be relegated to hold time. 1st item: Probably due to dissatisfaction with the entire call Also although this metric is to measure queue time, we see it correlate with other call factors such as call time in general and by service request 16 Which services are repeat callers requesting? 17 22% of calls are from one-time or anonymous callers Surveys from each caller frequency types are roughly represented except for anonymous/blank. Low variance of customer satisfaction and timeliness ratings by call frequency (4.43 – High freq avg, 4.58 – One-time avg). 18 Residents are repeat calling “public” service requests Which services are receiving the highest proportion of repeat callers? Neighborhood service requests e.g. Loose dog, Alley maintenance, NSE structure violations. Exceptions include Compost Availability, and engineering concerns. Program and bill inquiries and “directly impacting” service requests such as trash pickup and utilities have little or no repeat callers. Residents that file service requests that are not a burden on a single individual/household have trouble tracking work that is rectifying reported issue. 311 Alley grading call note example. 60% of alley calls are repeat. Note: Roughly 50% of calls received on CISCO since April 2022 don’t have an attached KBA either because the call was from an anonymous caller or inconsistency with joining data between CRM and UCCX. 19 Recommendations 311 operators could record how many service request look ups are requested by residents on CRM Build awareness of service tracking once it is live through 311 Resident who filed a service request, which includes sensitive information can be notified via email or phone Conduct process mapping sessions for NSE violation disputes and identify possible process improvements Improve data quality between CRM and CISCO databases through a shared key Build and publish a public tool for residents to look up non-sensitive service requests i.e. Pizza Tracker 20 Does overall customer satisfaction vary by KBA? 21 Residents record a lower satisfaction rating for billing-type calls, but can resolve the issue Yes: variance of KBA customer satisfaction with more than 10 surveys: range from 3.83 to 5.0. Eleven of the sixteen of the KBAs with <4.5 customer satisfaction have 85%+ resolution rate. 22 Deep-dive analysis & discussion Diving deep into a few key initiatives being undertaken to improve city performance Service Request Dashboard Improving Solid Waste and 311 Coordination 23 Service Request Dashboard Daily performance data on City service requests Problem analysis+ process improvement track 24 Service Request Dashboard Problem Statement City employees do not have easy access to performance data on service requests from residents. There is missing data with the way City teams review service request processes and for 311 to track service request progress. These issues make it challenging to improve the customer experience for residents. Dashboard Goals Make service request performance data accessible so teams can make process improvements Track service request statuses from a central location Improve data quality Sufficient data quality to launch CRM notifications for residents Outcome Metric(s) Number of business units utilizing data routine meetings  Number of service requests meeting SLAs Percent of service requests statuses that are assigned correctly  Background: Delivery Associates for the last few months to build this dashboard. Business units, Mayor’s office 25 Discussion questions to be thinking about We presented a new service request dashboard for City teams and a monthly data routine process  – What barriers do you see for your teams using this dashboard? Any immediate services or research questions we should evaluate? 26 Background A total of 58 eligible service requests for tracking Not instant and SLA time is less than a week The city is accountable for providing the service Nine high priority service requests: Significant request volume and resident interest All listed service requests have a work order management system in use Two data limitations are incomplete service statuses and incomplete breakdown of general service requests We rated the current state of data quality in CRM on previously mentioned metrics: % of service requests that are closed Data quality of request status types that are aren’t closed: Very Good (Detailed and accurate) is benchmark for public SR tracking-> Detailed enough so that the resident is informed of their service request AND instantly marked so that the resident knows the request status is accurate 27 Top service requests’ current data limitations Requires breakdown by KBA 28 Dashboard Walkthrough Points to cover: It is found on the Innovation and Technology Power BI workspace. If you need access to it, the link will be in the follow-up memo and if there are access issues please reach out to David Finley Please note that this dashboard is internal. Data in reporting server and dashboard is refreshed every four hours Header and Filters: Identical for each tab on the dashboard Use drop downs to filter by status, KBA, team or date Overview tab purpose: Useful for summary data for a service request type You can edit the census map to show different socioeconomic indicators Example usage: Show data quality difference between pothole and Solid Waste and how this could be useful for each division or department head Individual Request tab purpose: Can be used when investigating a specific case. Let’s say Mayor’s office receives a complaint from resident. A DH can easily check the dashboard to view call notes without having to consult crew or division heads. And can see if there is a pattern emerging from call notes Can filter by service ID Service type tab: Allows the user to compare overall service request completion rates, SLAs and more with other service requests. At a high level, it can help identify service requests that are not meeting SLAs Data Dictionary: You can use this tab if there is any confusion on jargon within the dashboard 29 Theory of Change Monthly Performance Data Routine 30 Example Agenda How many SLAs are meeting their 80% target? Which SLAs are consistently exceeding their targets? Discussion questions Notes Xxx Reference Docs Progress milestones Action items David and Becky work on creating clear service request definitions David, Denise, and Max work on system integrations Xxx Delivery Associates’ example data routine template for teams to use Monthly data routines can be 30 to 60 minutes long Does not have to be a standalone meeting – can be supplemented to standard check-ins between department and division leaders Next Steps Project Timeline 32 Taking Action 33 Discussion questions before closing out the topic We presented a new service request dashboard for City teams  – What barriers do you see for your teams using this dashboard? Any immediate services or research questions we should evaluate? 34 Performance Improvement --> Streamlining Solid Waste & 311 Service Request Process 35 Defining the problem Problem Statement Service requests from residents that are made directly to the Solid Waste division are responded to more quickly than service requests made by residents to 311. This is a problem for residents because there is inequity in how quickly the City is responding to their service request. How might we… …improve our process so residents do not experience inequity? …improve coordination between 311 and Solid Waste? Outcome Metric(s) Average number of days to complete Solid Waste service requests made via 311 36 Background Residents currently have multiple ways to request a service from the Solid Waste team, (1) through 311 via CRM and (2) through a Microsoft Form 37 Data Analysis Work Orders from 311 charge codes take longer than those from non-311 charge codes Data insights All 311 charge codes, except for “311- Xmas Tree Removal”, include more work orders than their non-311 counterpart charge code. Work Orders from 311-related charge codes take significantly longer than work orders from non-311 charge codes. Largest difference of 4.5 days between Appliance (13.1 days) and 311 Appliance (17.6 days) Work Orders Hypothesis Work Orders created via 311 calls may involve additional steps that delay work orders from being finished. 38 Theory of Change 39 Taking Action 40 Celebrating our values This section highlights exemplary work happening in the City to improve performance that may otherwise go unnoticed 41 Celebrating our Values First monthly data routines with all City call liaisons with 311, Utility, Morris  -->  Post call survey dashboard  42 SBStat | Customer Service 2023 Quarter 2 | Thursday, July 13, 2023 City of South Bend 43 Appendix section 44 22% of calls are from one-time or anonymous callers Surveys from each caller frequency types are roughly represented except for anonymous/blank. Low variance of customer satisfaction and timeliness ratings by call frequency (4.43 – High freq avg, 4.58 – One-time avg). 45 Share of service requests by medium to high volume repeat callers On average, how many days back did a repeat caller last call 311 regarding the same article? 28 days There might be inconsistencies in the data or callers misinterpreted the survey question 46 Breakdown of Q1 and Q4 ratings by caller type 47 Data routine folder Data routine materials Data routine template Data routine tracker and process improvement idea list 48 DA.Digital suggests the City incorporate a new routine to review the dashboard. If the City does schedule a new routine, keep the following questions in mind: Recommendations / After researching best practices and analyzing initial dashboard data, DA.Digital has seven recommendations for the City to consider: Recommendations Prioritize addressing street light issues along Miami St. between St. Joseph River and US-20 Prioritize addressing general service (code enforcement) service requests in the southwest area Analyze data at the service type and individual service request level to find patterns within specific departments Provide additional CRM training for staff Invest in three core skill sets (data visualization, data architecture and engineering, and operations) to maintain the dashboard and support the data system Add logic to address “on hold” and “external time” in a future dashboard update Embed the dashboard in routine meetings or develop a routine specifically for dashboard review Develop a public facing version of the dashboard Recommendations / Delivery Associates recommendation slides DA.Digital recommends prioritizing street light issues along Miami Street between St. Joseph River and US-20 as there could be a correlation with crime incidents What does the data show? A high concentration of service requests (22) for street light issues have been created in this area since January 1, 2023 9 of 22 (41%) of street light-related service requests are still open All 13 completed requests were finished “Very late (>40% over)” and took an average of 472 hours (20 days) to complete vs 402 hours (17 days) for South Bend Data from the Incidents + Crime Dashboard also shows a concentration of incidents reported in the same area SLA Dashboard Incidents + Crime Dashboard Recommendations / DA.Digital recommends addressing “General Service (Code Enforcement)” service requests in the southwest area as the region could be experiencing an inequitable level of service What does the data show? A large concentration of service requests categorized as the “General Service (Code Enforcement)” in the southwest area (highlighted in green) 34 of 62 (55%) General Service Code Enforcement service requests were completed very late ( > 40% of their expected SLA time) 45% of all General Service Code Enforcement service requests in this green area met their SLA vs 55% for all of South Bend 33 of 62 (53%) service requests are “Neighborhood Parking Guidelines” service type The green area covers Census Tracts 22, 24, and 26 The average estimated 2021 Census median household income of this green area is $37,720 which is lower than the South Bend median household income of $46,002 Recommendations / DA.Digital recommends analyzing data at the service type and individual service request level to find patterns within specific departments What are the benefits? Avoid comparisons between different departments since they have different processes Allow departments to identify their own strengths and weaknesses Create opportunities for departments to provide additional context to their performance for each Service Type and Knowledge Article Provide a detailed analysis when viewing individual service requests Help find patterns of quickly closed or overdue service requests When selecting KPIs for data analysis at the service type and individual service request level, what framework should you use? Analyze and prioritize data using the 3M framework. Is the KPI: Meaningful for residents, departments, and leadership? Measureable by the dashboard and other supporting data? Movable the city has control of the process and its weakness? Recommendations / DA.Digital recommends that South Bend provides additional training for staff to support consistent use of the service requests. DA.Digital has developed an activity plan to help with CRM training which has been shared What is an activity plan? An activity plan is a support material for a training, workshop, or important meeting. It is useful to make sure that the planner has considered all the relevant parts of the meeting so you achieve its objectives. What does it have? A list of identified participants Established objectives to meet the needs of the participants and get them to intended outcomes An outline of interactive activities to help participants achieve outcomes List of necessary support materials for the activities A refined agenda For more information on activity plans and how to make them, please refer to the slides in the appendix. Recommendations / Delivery Associates’ recommendations on when teams should update service request statuses: 55 Excel tables Customer Service Stat Q2 tables.xlsx Repeat callers by KBA [tab 1] 56