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HomeMy WebLinkAboutSB Stat Post Memo - 2023 Q2 Customer Service SBStat 2023 City of South Bend | Performance Management July 13, 2023    Customer Service Stat   City Performance Management 2023 Q2 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  David Yang Ongoing   Service request dashboard  Give departments and public line of sight into SLAs and how often they are met  David Yang Ongoing   Utility data report  Review utility data in monthly report  David Finley Ongoing   Customer service culture  Identify opportunities to develop a culture of customer service among City staff  David Yang 9/2023   City hall one stop shop Plan for One Stop Shop for Customer Service at new City Hall  David Yang 9/2023   Solid Waste process improvement Integrating 311 and Solid Waste service request forms David Finley 8/2023    Legend  Project on schedule  Project delayed  Project Cancelled  Project under consideration / no project timeline   Next Steps Identified at Stat Meeting  Post call surveys  Action item  Owner  Proposed deadline   Goal: Increase understanding of resident dissatisfaction      Implement and transcribe post call survey voicemails David Yang Fri, 7/21/23   Analysis of post call survey voicemails in the dashboard David Yang  Fri, 9/29/23   311 liaison presence at quarterly neighborhood consortium to address service request questions Cathleen Sutherland  Fri, 9/29/23   Project scope a process for following up low-rated calls David Yang Fri, 8/18/23  Improve data linkage between CRM and CISCO databases David Yang Fri, 8/18/23  Continued use of extension view in dashboard to ensure agents are directing callers to survey Shawn / Cathleen Ongoing  Train Morris Box Office staff to direct residents to survey Andrew Schreiber Fri, 8/25/23  Goal: Improve Timeliness satisfaction      Include call queue time as a Stat KPI  David Yang  Fri, 8/18/23  Develop 311 announcement messages SOPs David Yang  Fri, 8/25/23  Goal: Improve Equity & Access to City services       Identify service requests with high quality data to be included David Yang  Fri, 8/4/23   Include service request count and met SLA% KPI by income levels to future Stat meetings  David Yang  Fri, 8/18/23   Goal: Process improvement of service requests        Identify pain points in KBAs with low Timeliness ratings Cathleen  Monthly   Conduct process mapping session for NSE violation disputes David Yang Fri, 9/1/23    Service Request Dashboard Action item  Owner  Proposed deadline   Goal: Routine usage of Service Request Dashboard      Monthly data routine meetings by department or division level David Yang Ongoing   Include high-level service request metrics at future SB Stat meetings David Yang  Fri, 9/29/23   Goal: Improve data quality in the dashboard      Integrate high-priority CityWorks service requests onto CRM  David Yang  Fri, 9/29/23  Train teams to close out service requests in their Work order management system or on CRM David Yang  Fri, 9/29/23  Goal: Process improvement of service requests        Design and implement process improvement ideas stemming from data routine meetings David Yang  Fri, 9/29/23   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  David Finley  Monthly     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 Kacey Fri, 9/29/23    Solid Waste process improvement Action item  Owner  Proposed deadline   Goal: Reduce divergence of service request completion times       Create a single form for residents to submit Solid Waste service requests David Finley  Fri, 7/28/23  Automate email notifications for residents Jeff Haupt Fri, 8/25/23  Remove duplicate forms from City website and other marketing material Cara Grabowski Fri, 8/4/23