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311 Presentation to City Council - 1/27/14
 

311 Presentation to City Council - 1/27/14

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  • Quiet launch on jan 1Snow, cold, busy days, testing it outSwitch to more location basedPut out 311 dataIntegrations with graffiti
  • Accompanying mobile app
  • Now answering more of the calls that come in as a result of the audit. Better scheduling, more awareness of agent statisticsMore requests coming in through self-service via web
  • Changed Ask A Question Function – Now used to determine gaps in service requestsChanged Broken Parking Meter to require license plate
  • Recycling – Missed Pick-up down each period - efficient when taken as a percentage of all recycling pick-ups (.05% miss rate)Working with groot on reducing missed trash pick-ups. Cross checking lists to see if duplicates on both ends to find problems.
  • When pick-ups are missed, they are quickly addressed. Most recycling within 1.5 days of call/trash within 2-3 daysWorked with Groot to get that lower
  • Increase partially attributed to phasing out of ‘Fly Dumping Request”Learned that many fly dumps were special pick-ups. Streamline to ensure everyone pays fairly for special pick-ups.More compliance with move-in/move-out with NU students. Good communication with off-campus senators and listserv
  • Replace with heat map
  • Jan 2013 - Present
  • We see the highest activity during the months of July- December due to reproduction in the Spring and early Summer.The increases we have seen with regards to requests are attributed to the success of 311 and the expansion of the program. In 2011 the City treated alleys, single family homes, and buildings that had 4 or less units and were owner occupied. In 2012 at the request of council we extended that service to include all residential homes multi-family, single family etc.In 2012 the City also contracted with Rose Pest Control and they are providing a great service at a reasonable price.
  • Instituted required field of License Plate in Jan 20139v standard battery in most parking meters – freezes quickly in cold weather (attributed to rise in Jan-Jun 2013)New batteries in new meters are solar rechargeable (niCad) Weather dependent, all meters will be replaced by March 1, 2014. Should see major reduction in next 6 months for this request20% of time there is no problem with meterMost common problem after frozen battery is paper, coin jammed in Average time to close is 1.5 days
  • This request is working well, increase in permits indicative of recovery from recession
  • Reported Potholes, not indicative of all potholesIncrease is related to freeze / thaw. Winter of 2012 didnt experience as many Freeze thaw cycles as last winter did.Late winter and spring is considered pothole season so would expect more reports.Average time to close, once reported, is 2-4 days.
  • Average 225-275 open requests at any given time. (more for storms, etc)Average by ward is usually always within 10 of each otherMeans resources are adequately being deployed throughout the city, and 311 is used heavily by entire city.
  • Treasure trove of data from almost 3 years now

311 Presentation to City Council - 1/27/14 311 Presentation to City Council - 1/27/14 Presentation Transcript

  • 311 Update January 27, 2014 Erika Storlie, Deputy City Manager 1
  • New Software • Launched Jan. 1, 2014 • Integration with CityWorks (Feb. 2014) • Open 311 compliant • Mobile friendly for staff /public 2
  • Mobile App • Available for iPhone, Android and Blackberry • Includes push notifications, photo options, and request history 3
  • Registered Users • 27,018 total registered users • 8,500 added in the last year 4
  • 311 Audit • Ensured proper setup of call routing software & reporting • Average time to answer – 11 seconds (10+ seconds better than industry average) • Reports - average talk time / call taker - average hold time / call taker • Increased call taker accountability • “Not ready” time decreased • Using correct wrap up 5
  • What We've Learned – Service Requests • Less calls in 2013, but answered more of them • Communication is now multi-channel (text message, live chat, etc.) Category 2012 2013 Percent Change (+/-) Total Calls 135,281 134,389 -1.00% Handled 125,712 126,235 0.40% Abandoned 9,569 8,154 -14.80% Service Requests 20,713 24,398 17.79% 6
  • Top 20 Requests Request Building Permit Inspection Ask A Question Broken Parking Meter Trash - Special Pick-up Water Bill – Final Bill or Final Move Out Trash – Missed Garbage Pick up Sewer - Basement Flooding Water Bill - New Account Request Abandoned Vehicle Recycling - Missed Pick-up Yard Waste - Missed Pick-up Trees Tree Evaluation Trash - Accumulation Water Bill - Name or Address Correction Pothole Dead Animal on Public Property Rodents - Rats Parkway Tree Trimming Trash - Large Cart Jan - Jun 2013 1683 1396 1046 891 329 312 220 220 205 193 190 177 171 168 139 133 130 122 119 118 July – Dec. 2013 2257 1760 791 1338 394 327 28 259 208 206 242 126 176 184 150 110 267 289 171 101 7
  • Missed Pick-ups July 1, 2011 to Dec. 31, 2013 450 400 350 300 July - Dec 2011 250 Jan - Jun 2012 200 July - Dec 2012 Jan - Jun 2013 150 Jul - Dec 2013 100 50 0 8 Trash Recycling Yard Waste
  • Missed Recycling & Trash Average Time to Close (hours) 70 60 50 40 30 20 Missed Recycling Missed Trash 10 0 9
  • Trash: Special Pick-ups 2011-2013 1600 1339 1400 1200 1064 1000 888 891 738 800 600 400 200 0 July - Dec 2011 Jan - Jun 2012 July - Dec 2012 Jan - Jun 2013 Jul - Dec 2013 10
  • Special Pick-ups by Ward 500 435 450 379 400 329 350 300 236 250 200 149 150 100 4 7 8 213 160 3 238 69 50 0 1 2 5 Ward 6 9 11
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  • Rodents/Rats 350 296 300 289 250 200 157 150 149 122 100 50 0 July - Dec 2011 Jan - Jun 2012 July - Dec 2012 Jan - Jun 2013 Jul - Dec 2013 13
  • Broken Parking Meters 1200 1046 1000 792 800 656 600 440 400 301 200 0 July - Dec 2011 Jan - Jun 2012 July - Dec 2012 Jan - Jun 2013 Jul - Dec 2013 14
  • Building Permit Inspection Requests 2500 2257 1927 2000 1683 1500 1350 1376 July - Dec 2011 Jan - Jun 2012 1000 500 0 July - Dec 2012 Jan - Jun 2013 Jul - Dec 2013 15
  • Pothole Requests 180 168 160 140 120 110 109 100 83 80 69 60 40 20 0 July - Dec 2011 Jan - Jun 2012 July - Dec 2012 Jan - Jun 2013 Jul - Dec 2013 16
  • Open Service Requests Current Open Service Requests by Ward 50 45 45 41 38 40 35 30 25 23 22 21 18 20 21 18 15 10 5 0 17 1 2 3 4 5 6 7 8 9
  • In the works… • More data analysis to evaluate and improve services • Streamline processes on business & contractor licensing, and zoning inquiries • Map-based reports • Payments via 311 • Class registration via 311 • Expansion of text messaging 18
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