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311 update 1.27.14
- 1. 311 Update January 27, 2014 Erika Storlie, Deputy City Manager 1
- 2. New Software • Launched Jan. 1, 2014 • Integration with CityWorks (Feb. 2014) • Open 311 compliant • Mobile friendly for staff /public 2
- 3. Mobile App • Available for iPhone, Android and Blackberry • Includes push notifications, photo options, and request history 3
- 4. Registered Users • 27,018 total registered users • 8,500 added in the last year 4
- 5. 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
- 6. 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.) 6 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%
- 7. Top 20 Requests 7 Request Jan - Jun 2013 July – Dec. 2013 Building Permit Inspection 1683 2257 Ask A Question 1396 1760 Broken Parking Meter 1046 791 Trash - Special Pick-up 891 1338 Water Bill – Final Bill or Final Move Out 329 394 Trash – Missed Garbage Pick up 312 327 Sewer - Basement Flooding 220 28 Water Bill - New Account Request 220 259 Abandoned Vehicle 205 208 Recycling - Missed Pick-up 193 206 Yard Waste - Missed Pick-up 190 242 Trees 177 126 Tree Evaluation 171 176 Trash - Accumulation 168 184 Water Bill - Name or Address Correction 139 150 Pothole 133 110 Dead Animal on Public Property 130 267 Rodents - Rats 122 289 Parkway Tree Trimming 119 171 Trash - Large Cart 118 101
- 8. Missed Pick-ups July 1, 2011 to Dec. 31, 2013 80 50 100 150 200 250 300 350 400 450 Trash Recycling Yard Waste July - Dec 2011 Jan - Jun 2012 July - Dec 2012 Jan - Jun 2013 Jul - Dec 2013
- 9. Missed Recycling & Trash 9 0 10 20 30 40 50 60 70 Average Time to Close (hours) Missed Recycling Missed Trash
- 10. Trash: Special Pick-ups 10 1064 738 888 891 1339 0 200 400 600 800 1000 1200 1400 1600 July - Dec 2011 Jan - Jun 2012 July - Dec 2012 Jan - Jun 2013 Jul - Dec 2013 2011-2013
- 11. Special Pick-ups by Ward 11 69 379 149 160 435 329 236 238 213 0 50 100 150 200 250 300 350 400 450 500 1 2 3 4 5 6 7 8 9 Ward
- 12. 12
- 13. Rodents/Rats 13 157 149 296 122 289 0 50 100 150 200 250 300 350 July - Dec 2011 Jan - Jun 2012 July - Dec 2012 Jan - Jun 2013 Jul - Dec 2013
- 14. Broken Parking Meters 14 440 301 656 1046 792 0 200 400 600 800 1000 1200 July - Dec 2011 Jan - Jun 2012 July - Dec 2012 Jan - Jun 2013 Jul - Dec 2013
- 15. Building Permit Inspection Requests 15 1350 1376 1927 1683 2257 0 500 1000 1500 2000 2500 July - Dec 2011 Jan - Jun 2012 July - Dec 2012 Jan - Jun 2013 Jul - Dec 2013
- 16. Pothole Requests 16 109 83 69 168 110 0 20 40 60 80 100 120 140 160 180 July - Dec 2011 Jan - Jun 2012July - Dec 2012 Jan - Jun 2013 Jul - Dec 2013
- 17. Open Service Requests 17 22 38 23 18 41 45 21 21 18 0 5 10 15 20 25 30 35 40 45 50 Current Open Service Requests by Ward 1 2 3 4 5 6 7 8 9
- 18. 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
- 19. 19
Editor's Notes
- Quiet launch on jan 1 Snow, cold, busy days, testing it out Switch to more location based Put out 311 data Integrations 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 statistics More requests coming in through self-service via web
- Changed Ask A Question Function – Now used to determine gaps in service requests Changed 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 days Worked 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 2013 9v 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 request 20% of time there is no problem with meter Most 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 potholes Increase 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 other Means 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