HomeMy WebLinkAboutSB Stat Post Memo- 2023 Q3 Customer Service
SBStat 2023
City of South Bend | Performance Management
November 9, 2023
Customer Service Stat
City Performance Management
2023 Q3 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 implementation
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
Matthew Henderson
Ongoing
City hall one stop shop
Plan for One Stop Shop for Customer Service at new City Hall
David Yang
12/2023
311 Service Portal
Review service portal usage and steps to improve the portal
David Yang
Ongoing
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
Code post-call survey voicemails into spreadsheet.
Cathleen
Ongoing
Analysis of post call survey voicemails in the dashboard
David Yang
1/1/24
Analysis of low-rated calls
David Yang
12/1/23
Improve data linkage between CRM and CISCO databases
David Yang
12/18/23
Continued use of extension view in dashboard to ensure agents are directing callers to survey
Shawn / Cathleen
Ongoing
Goal: Improve Equity & Access to City services
Include service request count and met SLA% KPI by census tract income levels to future Stat meetings
David Yang
12/18/23
Goal: Process improvement of service requests
Conduct process mapping session for NSE violation disputes
David Yang
1/1/24
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
Goal: Improve data quality in the dashboard
Explore integrating high-priority CityWorks service requests onto CRM
David Yang
2/1/24
Identify SRs and filter out of out-of-city-limits service requests in Portal
David Yang
Work with Streets Team to improve communication of out-of-season and capacity messaging in knowledge articles
David Yang / Cathleen
1/1/24
Continue Process improvement Work with Public Works teams
David Yang
Ongoing
Add Closure status in addition to Completion status in the SR Dashboard
David Yang
1/15/24
Goal: Process improvement of service requests
Develop new SLA times with Streets
David Yang
12/15/23
Create ArcGIS map of streets that are eligible for Pothole or Alley repair
Bill
1/1/24
City Hall One Stop Shop
Action item
Owner
Proposed deadline
Goal: Research best practices for City Hall One Stop Shop
Mishawaka City Hall Site visit and report
David Yang
12/1/2024
311 Service Portal
Action item
Owner
Proposed deadline
Goal: Establish performance target structure
Set Q1 Performance targets for Portal service requests
Denise
2/1/24
Test capability to track service form drop off rate using Google Analytics or another tool
Lisa
Ongoing
Add Portal usage KPIs for future SB Stat reports
David Yang
Ongoing
Goal: Coordinate Service Portal marketing
Identify list of PW requests to promote on social media
Jitin/Cara G
12/15/23
Research UX improvements for Service Portal
Lisa
1/1/23
Create flyers to go alongside ACP community outreach/Lily
David Yang
1/1/23
Develop draft Q1 marketing plan for Service Portal
David Yang
12/15/23
Goal: Expand availability of service request forms on CRM
Add department contact emails in KBAs
David Yang
2/1/23
Ask City units which service requests to add or make public during upcoming data routine meetings
David Yang / Cathleen
1/1/23
Create ArcGIS – service form integration
Jeff
2/1/2024