311 - more than a call center

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311 - more than a call center

  1. 1. San Francisco 311San Francisco 311 More Than Just a Call CenterMore Than Just a Call Center SOCAP Conference October 18, 2010
  2. 2. AgendaAgenda • Introduction & Overview • San Francisco - Historical Perspective of Citizen Services • 311 Call Center Project and Call Metrics • San Francisco - Self Service, Twitter,• San Francisco - Self Service, Twitter, Open311 • Reports • What’s Next? • Wrap up & Final Q&A
  3. 3. Initial Operational GuidelinesInitial Operational Guidelines • Simplify City Services • Be available 24x7x365 • Answer 80% of all calls within 60 seconds • Provide first call resolution on most callscalls • Response by a “live” customer service representative (no phone tree or automated service) • Provide assistance in various languages
  4. 4. About SF 311About SF 311 • Went Live on 29 Mar 07 • Answered over 9 million calls to date • Current volume approximately 220,000 calls per month • 68 Customer Service Representatives • 6 CSR Supervisors• 6 CSR Supervisors • 13 Support in Executive, Business Analysis, Training, and Administration • Physical Backup for 911, Department of Elections call center, and Department of Health
  5. 5. City and County OrganizationCity and County Organization
  6. 6. 311 Organization311 Organization
  7. 7. 9,450,991 Calls Answered9,450,991 Calls Answered 50% 60% 70% 80% 90% 100% 600,000 800,000 1,000,000 1,200,000 Apr 2007 - Sept 2010 0% 10% 20% 30% 40% 0 200,000 400,000 Qtr2 Qtr3 Qtr4 Qtr1 Qtr2 Qtr3 Qtr4 Qtr1 Qtr2 Qtr3 Qtr4 Qtr1 Qtr2 Qtr3 2007 2008 2009 2010 Sum of Calls Offered Sum of Calls Answered Average of Service Level (% answered in 60 Seconds)
  8. 8. Service in 170+ LanguagesService in 170+ Languages CANTONESE 38% MANDARIN 7% RUSSIAN 3% OTHERS 3% SPANISH 49% 3%
  9. 9. 2,248,576 Calls2,248,576 Calls KB Info Other 8% Abandoned Calls 12% January – September 2010 Muni Information 66%Service Requests 8% KB Info 6%
  10. 10. 163,186 Requests by Agency163,186 Requests by Agency Transit (MTA) 32% External Requests 4% Housing Authority 4% Public Utilities 3% January - September 2010 Public Works 46% 3% Rec and Park 2% Police Reports 3% City ID Requests 2% Others 4%
  11. 11. Middle Integration ArchitectureIntegration Architecture C XML P U B L I S New Cases/ updates New Cases/ updates Middle ware C R M S H E R Web Svcs updates External Systems New cases, updates/closures updates Updates/ Closures Updates/ Closures
  12. 12. 156,874 Requests by Type156,874 Requests by Type Other (less than 3%) Graffiti 15% Transit (MTA) Feedback 13% General Requests 6% Transit (MTA) Abandoned Vehicles 6% January - September 2010 Street and Sidewalk Cleaning 26% Other (less than 3%) 18% 6% Transit (MTA) Lost and Found 5% Housing Authority 5% Street, Sidewalk, or Curb Defects 3% Transit (MTA) Construction Zone Permits 3%
  13. 13. Department Information RequestsDepartment Information Requests • Top 15 agencies by use • Some calls create requests in department application Top 15 Agencies CY 2010 Public Health 23,002 MTA_MUNI 19,815 MTA_DPT 16,899 Police 13,097 Regional Transportation 6,989 Public Works 6,884 County Clerk 6,081application – Marriage License and Ceremony Requests – City ID Appointments – Police Reports County Clerk 6,081 Assessor Recorder 5,706 Treasurer Tax Collector 4,898 State and Federal 4,457 Human Resources 4,363 Public Utilities Commission 3,632 Human Services Agency 3,130 Breaking News 2,960 Environment 2,677 Total 124,590
  14. 14. Sharing KnowledgeSharing Knowledge
  15. 15. Self Service KnowledgeSelf Service Knowledge
  16. 16. Request Services on the WebRequest Services on the Web
  17. 17. Street and Sidewalk CleaningStreet and Sidewalk Cleaning
  18. 18. Web Visitors by SourceWeb Visitors by Source sfgov.org 18% sfmta.com 9% crm-kb.crm.sfgov.org 8% ci.sf.ca.us 5% sfdpw.org 2% sf311.org 1% 7/1/2010 - 9/30/2010 Direct 37% google 20% 1% bing.com 0% sfdph.org 0%
  19. 19. 51,525 Self Service Cases as a51,525 Self Service Cases as a Percentage of Agent Handled RequestsPercentage of Agent Handled Requests 15.0% 20.0% 25.0% Jan 2009 - Sept2010 0.0% 5.0% 10.0%
  20. 20. Why Use Twitter?Why Use Twitter? • Accept text/SMS messages without the costs • Attract a different group of users who prefer not to call • Utilize social media networking • Word of mouth advertising (re-• Word of mouth advertising (re- tweeting) • Build a distribution network (breaking news, events, emergencies)
  21. 21. What Had to Change?What Had to Change? • “Think” in 140 characters – Many of the CSR staff are familiar with “Texting” and online acronyms – Interact with customers on a more informal level. Learning to deal with incomplete requests. • Take work not associated with the IVR• Take work not associated with the IVR – Staff processes “Tweets” as part of other off- line work (no additional staffing) • Modify CRM to add the channel of SMS – Linked to standard Voice scripts – Standardize on contact format
  22. 22. 3372 Twitter Cases3372 Twitter Cases 150 200 250 300 350 400 Jun 2009 - Sep 2010 311 CSC DPW Rec and Park 0 50 100 150 Jun 09 Jul 09 Aug 09 Sep 09 Oct 09 Nov 09 Dec 09 Jan 10 Feb 10 Mar 10 Apr 10 May 10 Jun 10 Jul 10 Aug 10 Sep 10
  23. 23. Graffiti through TwitterGraffiti through Twitter • Through Twitter, requests take aboutabout two minutes
  24. 24. Open311 RequirementsOpen311 Requirements • Data inputs must be properly formatted. • Data accuracy will be tested to ensure that data is properly formatted and accurate in the City’s CRM application. • Responses from the Open311 API will be tested to ensure they are accuratebe tested to ensure they are accurate and properly formatted in proposed application. • System testing conducted by City and County of San Francisco staff must be completed and signed-off.
  25. 25. Benefit of Open311Benefit of Open311 • City provides the platform, developers provide multiple choices for public
  26. 26. How does Open311 work?How does Open311 work? User Takes a Picture User Selects a Problem Type Device Determines Location User Adds Comments User Submits Request Public Process Verify Correct Format Lookup Closest City Address Associate Location Populate Fields Return SR # City Automated Process
  27. 27. Graffiti through Open311Graffiti through Open311 • Open311 cases are processed automatically • Takes “0” CSR• Takes “0” CSR time
  28. 28. 742109742109 -- CitysourcedCitysourced
  29. 29. 742109742109
  30. 30. Tweet My 311Tweet My 311 -- 742116742116
  31. 31. Growth in Open311Growth in Open311 300 400 500 600 Open311 - MojiPage Open311 - MapDotNet 0 100 200 2010 Open311 - Tweet My 311 Open311 - See Click Fix Open311 - City Sourced
  32. 32. Shifting to AutomationShifting to Automation 600 800 1000 1200 Cases created using Twitter or Open311 Twitter May June July August September Twitter 496 497 348 398 497 Open311 30 18 36 101 564 0 200 400 Twitter Open311
  33. 33. Map view for existing requestsMap view for existing requests Simple presentation, lacks identifier of problem type by icon or “hover” capabilities. CitySourced
  34. 34. For More InformationFor More Information
  35. 35. Coming Soon!Coming Soon!
  36. 36. Parts of a Service RequestParts of a Service Request
  37. 37. Sending DataSending Data to Otherto Other AgenciesAgencies Location Data Contact Data Case Request Details Agency Details Case Data
  38. 38. 311 Reporting311 Reporting
  39. 39. Cases Board of Supervisor DistrictCases Board of Supervisor District
  40. 40. Reporting on CasesReporting on Cases 2010 Case Counts by Month Jan Feb Mar Street and Sidewalk Cleaning Request 4309 3803 4089 Graffiti on Private Property 1442 1252 1225 Graffiti on Public Property 1448 1037 1185 SFHA Requests 1124 837 886 Request for City Services 986 935 842 Abandoned Vehicles 917 849 928 Street Defects 484 392 494 Sewer Storm Flood 652 361 335 Damaged Property 344 371 351 Tree Maintenance Damage 397 311 298Tree Maintenance Damage 397 311 298 Litter Receptacle Maintenance 285 289 338 Sidewalk Curb Defects 228 324 220 All RPD Issues 211 275 276 311 Services 274 300 168 Sign Repair or Replace 270 198 239 Catch Basin Maintenance 157 64 62 Residential Building Request 53 52 75 Blocked Sidewalk and Parking 61 52 49 Illegal Postings 24 24 39 SFMTA Feedback 20 8 13 Unpermitted Cab 8 6 9 Volunteer Programs 4 3 1 Total 13698 11743 12122
  41. 41. Reporting Shows Issues by StreetReporting Shows Issues by Street 100 150 200 250 2010 - Jan 2010 - Feb 2010 - Mar 0 50
  42. 42. What Next??What Next??

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