2018 Innovation and Technology Annual Report

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CITY OF SOUTH BEND INNOVATION &TECHNOLOGY • 311 continues reporting in NaviLine for the Utility, Elemos for Solid Waste, Accela for Code Enforcement, Pet Point for Animal Care & Control and CRM for all other partnered departments • 311 processed 3,006 online requests for Solid Waste • 311 participated in testing for the Elemos upgrade and the newest version of CRM • Liaisons continued to assist with monitoring and responding to Social Media sites for the City of South Bend • Liaisons completed CliftonStrengths Assessments in order to better assist residentswithh more sensitive issues • 311 was aoint of contact to assist Emergency Management Services with flood issues P g Y g • 311 participated in the Veteran's Stand Down and REAL Services' annual Energy Fair • 311 received 4,861 County Recycling calls and 1,500 other County Services calls in 2018 Division of Business Analytics The business analytics unit acts as liaisons between City departments and the rest of the Department of Innovation and Technology team.They identify opportunities for process improvement, assist departments in maximizing the use of technology, and provide analytic and project management support to promote organizational change and continuous improvement. SB Stat Led the performance management program, SB Stat,which serves four departments and is structured around quarterly, iterative meetings between Department and City leaders. The program supports departments in using data to tackle key challenges and to achieve strategic priorities. SB Stat focus areas and highlights in 2018 included - • Prepared and facilitated 16 SB Stat meetings • Fire - Identifying frequent utilizers of EMS services and redirecting them to other services, building an effective drone program that can serve as a model for other departments • Police - Building the career path development program, recruiting and hiring, crime lab usage patterns • VPA- Park health Facilities and Groundsprocess improvement, recreation program portfolio and lifecycle • Utility-Analysis of credit card fee patterns, understanding and reducing water shutoffs, including evaluation of the payment extension program • Launched new Neighborhood SB Stat program focusing on inter-departmental issues that affect multiple departments, such as sidewalks and vacant lots • Worked with departments to prepare to start sharing materials from these meetings on the City website and launched this new feature in February 2019. SB Academy In 2018 Business Analytics piloted a new training program for City employees, SB Academy. This is a demand-driven program that focuses on hands-on, practical training for skills that employees need to excel in a data-driven government focused on the customer experience and continuous improvement. EXCELLENCE ACCOUNTABILITY I INNOVATION I INCLUSION I EMPOWERMENT 1200 County-City Building 1227 W.Jefferson Bvld.;South Bend,Indiana 46601 I www.southbendin.gov