Laserfiche WebLink
I&T Highlights — General Customer Service <br /> DRO <br /> We merged teams and took on new functions. <br /> • 311 Customer Service: 91K in 2024 so far, averaging to -7,500/month, -300/day <br /> • Satisfaction remains high (4+/5) across friendliness, timeliness, knowledge <br /> • At any given time 20-25% of overall intake is coming from online. <br /> • Wait time started high in 2024, but plummeted toward the end of the year after training, getting to <br /> about 30 seconds toward the end of the year <br /> • We gave the Customer Service Colfax Building a "facelift", testing new technology and layouts ahead <br /> of new City Hall <br /> We launched the new case management model (aka the "Resident Success Team"). <br /> • This is the proactive arm of 311 who prevents calls, prevents shut-offs, and gets referrals for wrap <br /> around services/support. <br /> • This team also continues to facilitate the Supporting South Bend Community Meetings <br /> City of South Bend <br /> Innovation &Technology <br />