Quality of Life Stat May 3 2012

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Quality of Life Stat May 3 2012

  1. 1. CITY OF NEW ORLEANS QualityofLifeSTAT May 3rd, 2012 (Reporting Period: March, 2012) www.nola.gov/opa
  2. 2. AgendaPart 1: Introduction/General Updates1. About this STAT2. Management Level Approach to Issues3. 3-14 Coordinated Enforcement Debrief4. 311 UpdatePart 2: Data & Management Reports1. Parking2. Abandoned Vehicles3. Street Lights4. Potholes5. Catch Basins6. Sewerage & Water Board7. Tree Issues8. Bandit Signs9. Illegal Dumping10. Alcoholic Beverage Outlets QualityofLifeSTAT May 3, 2012 1
  3. 3. QualityofLifeSTATPurpose: To address issues that most affect citizens’ quality of life, throughregular review of data with Department managers.Definition: QualityofLifeSTAT is a working meeting where key City staff reviewdata to assess how the City is meeting its goals and to analyze what’s working,what’s not, and what the City needs to do to improve. QualityofLifeSTAT focuses on topics that are: • Citywide, • Lead to a perception of neglect, and • Reported frequently to multiple sources (e.g. Council, Community Meetings, NOPD, Dept. Heads, 311, etc.) • QualityofLifeSTAT is not a meeting that duplicates issues covered in other STAT programs or initiatives, nor does it discuss complaints about specific locations in depth.Expectations: The public is invited to observe Senior City Leadership’smonthly working meeting with key department heads/program managers andto contribute their remarks and suggestions.How to Report Issues: Index cards are available to the public at the sign-in table, which can beused to submit general remarks/suggestions or to report specific issues. Throughout the meeting,completed cards will be reviewed. General comments may be discussed by the group and specificissues will be assigned to departments. QualityofLifeSTAT May 3, 2012 2
  4. 4. NOLA311● Launched on March 26 ○ 4 departments: Sanitation, Code Enforcement, Public Works, and City-Assisted Evacuation● Before June 1: ○ Web-based & Mobile self-service tools to report complaints & view status of requests ○ Automated case creation & closure notification● Later this year: ○ Additional departments fully integrated ○ Integration with One-Stop Permitting Shop QualityofLifeSTAT May 3, 2012
  5. 5. - Met SLA target 311 Performance Dashboard - SLA not met (within 10-20%) March 26, 2012 – April 26, 2012 - SLA not met (everything else) Age of Open Requests Average Call Length: 151 sec 100% 80 120 80 60 140 60 Not 40 160 able to 20 180 collect 40 0 200 20 Average Hold Time: 14 sec 0 Total Tickets 15 12 18 9 21 6 24 3 27 0 30 First Call Resolution: 69%** 40% 60% 30% 70% 20% 80% 10% 90% 0% 100%Integrated 311 Departments Abandonment Rate: 6%• Public Works Not 40% 60% able to• Sanitation collect 30% 70%• Code Enforcement 20% 80%• EOC 10% 90% 0% 100%Note: 31 Active Service Requests QualityofLifeSTAT May 3, 20124
  6. 6. Part 2: Data & Management ReportsDepartment of Public Works1. Abandoned Vehicles/Parking2. Street Lights3. Potholes4. Catch BasinsSewerage & Water BoardParks & Parkways1. Tree IssuesSanitation1. Bandit Signs2. Illegal Dumping3. Alcoholic Beverage Outlets QualityofLifeSTAT May 3, 2012 5
  7. 7. Abandoned Vehicle Response Times Remain ConstantIssue Abandoned Vehicle Call Disposition by Month of Call Abandoned vehicles take up parking spaces needed for Count of Active Calls Count of Closed Calls Avg. Days to Close (Month of Close) traffic circulation, 160 33 35.00 contribute to a sense of neglect in neighborhoods, and 140 can become junked 30.00 harborages for rats 26 and mosquitos 120 25 24 25.00Status 100 20 Transitioned to 311. 19 beginning April 2012 20.00 80 1 149 15 15 13 13Critical Parties 25 15.00 131 12 60 0 Public Works 112 2 91 88 10.00Follow-Up 40 82 78 73 6 311 call center data 62 5 60 4 54 55 will be data of 20 43 5.00 36 record, beginning 1 21 with June QoLStat 0 0.00 Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 NOTE: A lag occurs in call closure because work orders are given to towing on a rolling basis, but towing returns closed work orders with dispositions monthly. The actual number of closed calls is likely higher than shown here, but is reflected on a one month lag.Source: Department of Public Works, Abandoned Call Log 3/30/2012 QualityofLifeSTAT May 3, 2012 6
  8. 8. Parking: Booting & Towing Activity Confirmed Boots, by monthIssue 900 Parking violations 781 800 729 prevent proper parking circulation 700 and can block 600 sidewalks, 2010 driveways, and 500 414 378 intersections 400 360 314 323 342366 339355 2011 290 258 265 300 255 254 2012 205 200 100Status 0 Ongoing monitoring September October November December January February March Confirmed Tows, by month 1,600 1458 1480 1395 1,400 1272 1208 1,200 972 968 982 988 1,000 904 776803 823 2010Critical Parties 800 610 2011 Department of 600 484 Public Works, NOPD 392 357 2012 400 200 0 September October November December January February MarchSource: Department of Public Works Monthly Parking Report 4/15/2012 QualityofLifeSTAT May 3, 2012 7
  9. 9. Parking: Citation Issuance In Line With ExpectationsIssue Citations Issued, by month Parking violations prevent proper 45,000 parking circulation 40,746 and can block 39,709 sidewalks, 40,000 driveways, and 35,943 intersections 35,000 30,703 30,614Status 29,490 30,000 Ongoing monitoring 27,637 26,366 25,346 25,000 23,719 23,687 23,179 20,351 23,200 2010 21,878 20,859 2011 19,769Critical Parties 20,000 2012 Department of Public Works, NOPD 15,000 10,000 5,000 - September October November December January February MarchSource: Department of Public Works Monthly Parking Report 4/15/2012 QualityofLifeSTAT May 3, 2012 8
  10. 10. Streetlight Repairs: City Announces Plan to Light Up the City by 2013• Identified $8M in federal recovery funds to supplement funds remaining in ‘12 budget• Will increase inspections and routine repairs by an estimated 50% with the goal of working 200+ outages a week Current Planned Crews 3 6 Hours Per Day 8 13 Days Per Week 5 6 QualityofLifeSTAT May 3, 2012
  11. 11. Street Light Repairs Completed, by month & typeIssue Street light outages Street Light Repairs Completed contribute to perception of lack of safety and create 2,000 opportunity for crime, as well as unsafe road 1,800 conditions for pedestrians & drivers 1,600 319 624 1,400Status 96 Repairs resumed 1,200 86 1/3/12, following Federal Environmental 1,000 Federal Review Environmental 800 69 Review DPW addressing 24 1,432 backlog generated 600 1,215 1,153 106 63 during review process 1,117 400 752 697 24Critical Parties 523 - 544 200 343 Department of Public 223 Works 0 0 - 0 - Royal Engineers and Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 All Star Electric Routine Maintenance Complete Major Repairs Complete Note: Routine Maintenance repairs are those of recurring nature such as bulb replacement. Major repairs are those repairs that include wiring, circuits, poles, and trenching work.Source: Royal Engineering Monthly Summary Report, March 2012 QualityofLifeSTAT May 3, 2012 10
  12. 12. Street Light Maintenance Backlog v. Completed RepairsIssue Street light outages contribute to Backlog of Street Light Repairs Identified Following perception of lack of safety and create Federal Environmental Review Process opportunity for crime, Routine Maintenance Repairs Cumulative Identified Routine Maintenance Repairs Cumulative Complete as well as unsafe road conditions for 18,000 pedestrians & drivers 16,089 15,465 16,000 15,052Status 14,000 11,536 Repairs resumed 10,490 1/3/12, following 12,000 10,085 Federal Environmental 9,120 Review 10,000 7,688 DPW addressing backlog generated 8,000 6,535 Federal Environmental during review process 5,418 Review 6,000 4,203 10,677 9,790 10,334 9,044 9,567 9,567 9,567 4,000 3,451 7,612Critical Parties 6,459 5,342 2,000 4,127 Department of Public 3,375 Works Royal Engineers and - All Star Electric Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12Source: Royal Engineering RM Complete Summary, March 2012 QualityofLifeSTAT May 3, 2012 11
  13. 13. Potholes Filled Continues to Exceed Target Potholes Filled by Month 9,000 8,299Issue 8,000 7,000 6,226 6,044 Potholes signal neglect in neighborhoods, 6,000 5,437 5,393 5,189 cause damage to cars, 5,000 and increase the risk Monthly 4,000 3,125 3,223 Goal: of vehicular accidents 3,035 2,748 3,000 2,515 4,167 2,104 2,000 1,000 - Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12Status 2012 annual goal has been set at 50,000 Average Potholes FIlled Per Working Day (monthly goal: 4,167) 200 Timeliness data on 180 pothole filling will be 160 generated via 311 NOTE: 140 reporting, beginning in 120 Q2 Number of 100 working days 174 80 157 165 157 169 varies by 152 139 136 60 month due to 40 weather 20 20 18 20.5 19.7 15.5 22 17 15Critical Parties 0 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Public Works, ITI Avg # Filled per Work Day 152 174 157 139 136 165 157 169 Total # Working Days 20 18 20.5 19.7 15.5 22 17 15Source: Department of Public Works, Pothole Killer Log, March 2012 QualityofLifeSTAT May 3, 2012 12
  14. 14. Catch Basin Cleanings Rebound After Mardi GrasIssue Efforts Catch Basins when blocked can cause Catch Basins Cleaned, by Month severe flooding in neighborhoods, 700 damage streets, and cause damage to cars and homes. 600 579 500Status 2012 annual goal has been set at 400 369 4,200; monthly 363 Monthly targets vary due to Goal: seasonality 350 300 273 274 245 243 200 182Critical Parties Department of 100 Public Works, Sewerage and Water Board - Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Source: Department of Public Works Weekly Maintenance Reports, February 2012 QualityofLifeSTAT May 3, 2012 13
  15. 15. QualityofLifeSTAT May 3, 2012 14
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  19. 19. Tree Work Order Timeliness for Non- Emergency Work Orders ImprovesIssue Non-Emergency Work Order Response Time Tree trimming and removal prevents 200 50 damage to public and Number of Weeks to Close Non-Emergency Work Orders private buildings 180 160 40Status 140 92 GIS mapping and Count of Workorders optimization of work 61 120 51 30 patterns in process 56 70 100 85 ITI will work with 98 99 103 23 Parkways to design 35 21 311 protocol for 80 20 66 87 implementation 44 18 38 17 17 during 2nd half of 60 14 2012 96 96 13 33 12 11 95 40 87 10 9 8 74 43 44 8 66 7 55 49 20 46 6 40 44 43 4 33 0 0Critical Parties Parks and Parkways ITI Non-Emergency Workorders Emergency Workorders Weeks to Close Non-Emergency Workorders OPA NOTE: Tropical Storm Lee (September 2011) generated significant backlog of work ordersSource: Department of Parks and Parkways Database Export as of 3/9/2012 QualityofLifeSTAT May 3, 2012 18
  20. 20. Forestry Activity Remains In Line With Historic PatternsIssue Work Orders Tree trimming and removal prevents damage to public 800 and private buildings 700 Removals 49 600 TrimsStatus 500 Ongoing Emergencies ITI will work with 400 Parkways to design 77 311 protocol for 618 No Work implementation 300 64 Needed/ during 2nd half of 117 99 143 Private Trees 2012 57 63 90 200 56 54 82 224 33 120 107 126 84 28 92 108 166 100 173 139 93 59 44 101 33 67 58 93 26 21 34 33 24 33 14 9 11 17 11 17 - 14 4 - 3 3Critical Parties 3 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Parks and Parkways Contact Info: Non-Emergency 658-3200; Emergency 911Source: Department of Parks and Parkways Database Export through 3/9/2011 QualityofLifeSTAT May 3, 2012 19
  21. 21. Bandit Sign Coordinated EnforcementIssue Efforts Yield Continued Success Bandit Signs signal Bandit Signs Removed neglect in neighborhoods, 6,000 create visual clutter, and are private use 5,147 of public space for 5,000 advertising 3,881 4,000 3,000Status 2,310 Monitoring efforts 1,880 2,000 1,628 continue 1,914 1,633 1,361 828Critical Parties 1,000 368 Sanitation, Parks 662 630 614 and Parkways 333 186 - Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 Note: Approximately 4,300 of the signs removed in October were related to the October 22nd electionsSource: Department of Parks and Parkways and Department of Sanitation Monthly Illegal SignSpreadsheet, Parkways Working Sign List, Department of Sanitation Monthly Reports 4/16/12 QualityofLifeSTAT May 3, 2012 20
  22. 22. Sanitation Ranger & Quality of Life ABOs, Litter, and Tire DumpingIssue Illegal dumping sites are a risk to Sanitation Enforcement Activity public health and 200 contribute to a sense of 180 166 neighborhood neglect 160Status 140 Sanitation is 120 104 working on call classification so 100 91 that variations 80 based on types of calls can be 60 detected. 40Critical Parties 20 6 8 Sanitation, NOPD 2 0Follow-Up • Should a target May- be set? Apr-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 11 Inspections 98 14 95 64 89 53 124 186 153 166 104 91 NOPD Summons 0 0 10 1 4 8 12 6 10 6 2 8Source: Department of Sanitation Monthly Report 4/16/2012 QualityofLifeSTAT May 3, 2012 21
  23. 23. Sanitation Maintains Momentum While Issue Integrating with NOLA311 Dumping sites are a Tires Removed, by month risk to public health 6,000 and contribute to a sense of 4,836 5,000 neighborhood neglect 4,000 3,000 2011 2,078 1,559 2012 2,000 1,489 1,378 1,034 930 1,000 722 626 - Status October November December January February March Included in initial 311 rollout Illegal Dumping Sites Cleared 140 133 Work Order intake system with 120 mapping needed 102 100 89 80 65 2011 60 46 46 40 45 2012 40 28 20 Critical Parties 0 Sanitation October November December January February MarchSource: Department of Sanitation Monthly Report 4/16/2012 QualityofLifeSTAT May 3, 2012 22
  24. 24. Alcohol Beverage Outlet Cases ProsecutedIssue Alcoholic Beverage ABO Tax & Nuisance Cases Prosecuted, by month Outlets operating in violation of their as of March 31st, 2012 regulations can 25 become sites of 23 violent incidents and 22 22 create noise, litter, and parking violations 20 that interfere with 20 19 neighbors quality of lifeStatus 15 15 Ongoing enforcement efforts 311: routing and tracking of nuisance 10 cases? Exploring strategies for ABCB to hear 5 additional nuisance cases each monthCritical Parties 0 Law, NOPD, Safety and Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12 PermitsSource: Law Department, April 2, 2012 QualityofLifeSTAT May 3, 2012 23
  25. 25. Evaluation Form● Are you a city employee or a member of the public?● On a scale 1-5, how useful was this meeting to you (1= least useful and 5= most useful)?● What’s working?● What’s not working? QualityofLifeSTAT May 3, 2012

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