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HomeMy WebLinkAbout4.30.2024 Joint IT Utility FINALCity of South Bend Innovation & Technology City of South Bend Innovation & Technology IT/Utility Joint Committee Meeting April 30, 2024 City of South Bend Innovation & Technology City of South Bend Innovation & Technology Contents Customer Service Overview + Recent Changes Overview of UAP Overview of Customer Success Portfolio, KPIs, Goals Questions City of South Bend Innovation & Technology First, a Flex South Bend’s Department of Innovation & Technology just won the Mission 41K Exceptional Employer Mira Award for 2024! The Mira Awards is an Indiana Award Program run by Techpoint recognizing the “Best in Tech” on any given year. It is very cool that a public sector tech team won this award! Thank you to the IT Committee for supporting us! We’d like to take a picture with you after this meeting! City of South Bend Innovation & Technology About Customer Service & Success The Team & Recent Changes City of South Bend Innovation & Technology I&T Mission South Bend’s Department of Innovation & Technology (I&T) leverages technology, data, and design to empower a thriving City workforce and improve quality of life for the region. As a centralized IT and innovation team, we serve City departments. In addition to providing core IT services like hardware, technology support, security, and network maintenance, we help city teams procure or develop new solutions, improve processes, use data to forward goals, and digitize city services. City of South Bend Innovation & Technology I&T Mantra Listen First, Build With. In 2019, our Department chose this mantra because we believe it represents the human-centered design and collaborative culture we aim to infuse into all our work. Reminder: I&T is an internal service department City of South Bend Innovation & Technology Themes for 2024 I&T Reorganization There are 4 major themes that most proposed changes in I&T structure and personnel relate to: 1.Addressing capacity gaps in product maintenance & security 2.Creating a dedicated digital team to address weaknesses in web and embrace future opportunities in low code and resident experience/communication 3.Absorbing Commuters Trust into city operations 4.Centralizing frontline customer service workforce City of South Bend Innovation & Technology Re-org Priority: Centralized, Future Forward Customer Service Team In 2023, the frontline Customer Service team was (1) not as centralized as it could be for resident ease and (2) not yet evolving with the changing nature of that work Solution: Centralized Customer Service Team, absorbing 6 Water Works Customer Service Staff, with a 2024-2025 plan to (1) train workers to staff the future City Hall One Stop Shop (2) take payments across city teams (3) deploy a new Case Management model and other modernizations Given emerging technology and the evolution of customer service support tasks, the team will also receive training in IT project management, product management, digital comms, etc. City of South Bend Innovation & Technology City of South Bend Innovation & Technology 2024 Org Chart for I&T •47 FTEs •6 absorbed (red) •7 net new (yellow) •Title Changes (yellow outline) •Note 2023 Q2 change: •Title change only Design Specialist > Web Manager Chief Innovation Officer Director, Data & Performance Assistant Director, Data & Performance GIS Senior Specialist Senior Business Analyst Business Analyst (2) Director, Civic Innovation Technology Equity Manager Program Manager - Transportation Director, Customer Service & Success Manager, Customer Success Case Manager (2) Manager, 311 311 Liaison (10) Ops Manager Project Manager Chief Digital Officer Director, Applications Applications Developer II Applications Developer I (2) Director, Digital Services Web Manager Product Manager Solutions Designer Chief Technology Officer Director, Enterprise Services & Software Manager, Enterprise Software Software Specialist Manager, Services Services Specialist (2) Director, Infrastructure Manager, Infrastructure System Specialist III (2) City of South Bend Innovation & Technology City of South Bend Innovation & Technology 2024 Org Chart for I&T Zoom in on Customer Service Changes: Merging all frontline Customer Service personnel on one team will: -Allow the city to create a One Stop Shop digital and in-person experience -Pursue centralized/streamlined payments across resident services -Shift from a reactive 311 model to a proactive, holistic case management model -Create a foundation for customer service digital innovation while future-proofing our structure and workforce Chief Innovation Officer Director, Customer Service & Success Manager, Customer Success Case Manager (2)* Manager, 311 311 Liaison (10)* 1 Case Manger + 5 311 Liaisons absorbed City of South Bend Innovation & Technology History, Enrollment Numbers UAP Overview City of South Bend Innovation & Technology UAP = Utility Assistance Program Future Revitalized UAPOld Version of UAP 1.Wait until September 2.Apply using LIHEAP’s lengthy application submitting cumbersome documentation that isn’t relevant to UAP 3.Wait 2 months 4.Call the city to seek assistance 5.Call Real Services after being redirected 6.Wait another month 7.Without any notification or receiving an enrollment letter, the participant receives the UAP benefit 1.After learning about the UAP program, the participant is able to apply the same day with an intuitive application that takes less than 20 minutes and requires no documents. 2.Wait 1 week 3.The participant receives an enrolment letter notifying them that they’ve been enrolled UAP and suggesting other social assistance programs they’re likely to be eligible for 4.They are automatically, easily re- enrolled every year City of South Bend Innovation & Technology Our Mayor Greenlit these 9 Program Changes in 2021 City of South Bend Innovation & Technology City of South Bend Innovation & Technology What we built: A New UAP Process + Application City of South Bend Innovation & Technology Our team worked with nonprofits, neighborhood organizations, service organizations to make sure our application and process worked for our residents. We also created a results-driven contracting model with community partners to make sure uptake was healthy. We prototyped the application with users City of South Bend Innovation & Technology 2023 GovTech Best in Indiana App City of South Bend Innovation & Technology Despite Improvement, Outreach was Needed In 2022, we started a few things: •Assistance STAT meetings, tracking uptake of UAP and other assistance programs •Marketing initiatives with Utility/PW •Assistance Working Group, training other social service organization on the UAP app •Assistance Lead, used AR dollars to fund a dedicated person to increase uptake of City programs •Data-Driven Outreach, results driven contracting + canvassing to undersubscribed areas •UAP Referral Program, giving partnered nonprofits $ for UAP referrals City of South Bend Innovation & Technology Percent Eligible Households Enrolled (2022) City of South Bend Innovation & Technology Current State UAP Enrollees + Targets •2,895 accounts enrolled in UAP as of April 29, 2024 •doubled the 2022 numbers, but a long way to go •We estimate ~15K households are eligible (aka are at 80% AMI or below for our County), but •most of our sign-ups are for tier 3 (19.25 off bill, 30-35% AMI) and 4 ($25.50 off bill, 0-30% AMI) City of South Bend Innovation & Technology Enrollment in April 2024 City of South Bend Innovation & Technology We have work to do… •In 2023, we diverted some UAP outreach/personnel muscle to the Affordable Connectivity Plan (ACP) sign-up work •We want to increase UAP sign-ups in 2024 again We would love the IT and Utility Committee’s assistance! Recommendations for partners, outreach, events, etc. very welcome! City of South Bend Innovation & Technology What we’re up to! Customer Service & Success Goals & Portfolio City of South Bend Innovation & Technology Customer Service & Success Portfolio Initiative Description Partners Timeline Case Management – New Residents Pilot, testing, projects, SOPs for streamlining new resident experience Change Agents Training, Data & Performance 2024 Case Management – Vulnerable Households Pilot, testing, projects, SOPs for streamlining vulnerable household experience Change Agents Training, Data & Performance 2024 Cash-taking Kiosks Deploy cash taking kiosks to City locations Marketplace.city, various City Teams 2024 Payment Process Centralization Take on OVB payments OVB, Neighborhood Services, enFocus 2024 Colfax office “Beta” OSS New ipad stations, CX flow, payment intake, process improvements ESS 2024 Paper form modernization/overhaul Creating digital version of paper only or in-person processes Digital Team (Apps, DS), Legal, Utility 2024 Drive thru winddown Engaging with the small number of users of the drive thru to support them before it closes Civic Innovation 2024 City of South Bend Innovation & Technology Customer Service & Success Portfolio (cont.) Initiative Description Partners Timeline Queue management/scheduling system onboarding, testing Centralized queue management and scheduling platform for OSS and City Teams Marketplace.city, Building, OVB, Business Licensing, other teams 2024 OSS Space and CX Design Overall flow, feel, experience for new City Hall Building, OVB, Business Licensing, other teams 2024 - 2025 External GenAI Chatbot Chatbot for City Services, information NA Postponed Digital OSS A digital complement to in-person OSS; an account-based experience for residents to see their services, requests, information, etc. Digital Team (Apps, DS)2025 Streamlined Translation Services Internal Process for quick review of GenAI created document translations Digital Team (Apps, DS), La Casa, Mayor’s Office 2024 City of South Bend Innovation & Technology This is a glimpse at Long Beach, CA’s “One Stop Shop”. SBStat 2023 Projected vpw by operation Business Unit Lobby Reception Storefront Payment Dropbox Document Pick- up/Drop-off Appointments Ad hoc table Building 12 18 EEE 11 Engineering 15 35 Human Rights 10 10 17 Neighborhood H&H 7 5 5 14 Neighborhood S&E 22 16 2 10 OVB 13 4 3 Water Works Utilities 532 115 94 Zoning 16 8 Total 64 581 121 26 195 3 We started working with City Teams to strategize the streamlined physical and digital “One Stop Shop” customer experience City of South Bend Innovation & Technology Goals + KPIs Goal KPI/Measurement Instrument Why? Decrease Call Volume, Increase Online Use Lower # calls, Increased % of requests online Saved time, efficiency Increase Auto Pay for Utility % customers in auto pay Saved time, efficiency, better CX Increase UAP sign-ups % eligible UAP uptake Prevent shut-offs, economic shocks Stand up case management SOPs for New Residents # referral partners, reported improved experiences Better experience for movers, less calls, saved time Stand up case management SOPs for Households in Need # referral partners, reported improved experiences Connect resident in need to more resources, streamline their experience City of South Bend Innovation & Technology Goals + KPIs (cont) Goal KPI/Measurement Instrument Why? Great customer service interactions 4.5+ Post-call or post-visit ratings Everyone should have a great interaction! Reactive >>> Proactive Activities Increase ratio of proactive activities (ex: making calls, attending events, CX improvement projects) to reactive activities that should become more self service, more automated (answering traditional 311 calls) The future of government customer service is proactive City of South Bend Innovation & Technology A final ask We are engaging with recent residents who have moved into the City in the last 1-2 years! We are asking for their feedback as we redesign our new resident onboarding process. Please help us recruit! Direct them to this form: southbendin.gov/newresident <<< We are hosting a focus group session at Mayor’s Night Out next week, 5/9 at Washington High School City of South Bend Innovation & Technology Any further questions? Please email CIO Denise Linn Riedl at driedl@southbendin.gov City of South Bend Innovation & Technology Extra slides and details Appendix City of South Bend Innovation & Technology More Reading – I&T Reports & Background •You can read a case about the creation of our Department •Link to the Department’s Medium Blog •Transparency & Performance Page