Shawnese Reed presentation
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The Mayor's Action Center is receiving increased work requests from citizens through phone calls, emails, and a new web-based issue reporting system. While phone calls have remained steady, the use of the web-based system has increased workloads significantly. The Action Center currently has two staff members who struggle to keep up with demand. Adding a third, part-time staff member is recommended to improve response times and service quality while staying within the budget.
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Shawnese reed presentation
The Mayor's Action Center (MAC) in St. Petersburg receives requests from citizens through phone calls, emails, and online issue reports through SeeClickFix. The volume of SeeClickFix issues submitted has increased each month since implementation in June. While inbound calls have remained steady, each online issue requires multiple steps to process. The MAC currently has two staff who can handle phones and some issues, but three staff would be needed to provide backup and handle all issues in a timely manner. Adding a part-time third staff member would improve productivity and quality of service while staying within the budget, which has allocated funds for three employees.
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Recommended
Shawnese reed presentation
The Mayor's Action Center (MAC) in St. Petersburg receives requests from citizens through phone calls, emails, and online issue reports through SeeClickFix. The volume of SeeClickFix issues submitted has increased each month since implementation in June. While inbound calls have remained steady, each online issue requires multiple steps to process. The MAC currently has two staff who can handle phones and some issues, but three staff would be needed to provide backup and handle all issues in a timely manner. Adding a part-time third staff member would improve productivity and quality of service while staying within the budget, which has allocated funds for three employees.
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4) Over time, as the population grows, revenue would continue to increase each year, making the Aadhar financial model self-sustaining through technological enhancements and new sources of income.
Making Aadhar Self-Sustaining Organization
Apart from the traditional source of revenue Aadhar should diversify its earning by engaging in other income-generating activities. Hence an attempt has been made to figure out what are the additional sources of income & expected revenue that can be generated from the same.
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Shawnese Reed presentation
- 1. Analysis of Need for Additional Staff: Reviewing increased work requests from citizens and budget restrictions for extra staff
- 2. What is the Mayor’s Action Center: Provides an accessible point of contact for citizens, City Council, and other city department staff to obtain service and information or to register a complaint, and provides timely and accurate information in a courteous manner (City of St. Petersburg, 2007, p. 101).
- 3. How the MAC receives issues: Call Center staff answer calls to 893-7171 (City Switchboard), 893-7111 (Mayor’s Action Center) and 311 Approx. 5000-6000 calls per month Emails sent to Action@StPete.org …and now… Web based SeeClickFix Issue Reports submitted via the website SeeClickFix.com/St-Petersburg or by way of the SeeClickFixMobile App (for iPhone and Android)
- 4. How the MAC receives issues:
- 8. Since SCF Implementation: MAC began administering issues mid-June July: 175 August: 532 September: 676 October: 731 Each SCF issue can require several steps: change from ‘Open’ to ‘Acknowledged’, forward to other departments, reply to citizen when more info needed, get updates from departments, post updates, change issues to ‘Closed’, respond to comments, etc. (D.S. Flintom, personal communication, November 18, 2014)
- 9. Inbound Call Volume: Anticipated decrease in inbound calls June: 5134 July: 5413 August: 5232 September: 5299 October: 5623 No significant decrease in call volume Callers have same issues (missed calls, requests for transfer, requests for assistance with City issues, etc). (D.S. Flintom, personal communication, November 18, 2014)
- 10. Goals to Achieve Success: Timely response Follow-up Benefits: citizens happy Happy Employees
- 12. Current Staffing: One employee can cover phones only Two can cover phones, breaks for each other, and handle some SCF issues Three can provide backup phone coverage, break coverage, and handle all SCF issues Additional staff, especially in peak summer months when there are more requests for assistance, would increase productivity Additional staff are crucial to cover for illness and vacation time
- 13. Cost of Staffing (Budget): Current staff are paid based on time in position New staff would start at fewer, part-time hours Increase in hours/pay as needed Possibility for use of volunteer or intern If volunteer or intern is used there will still be a cost involved for: (phone, work space, and computer). Wages and benefits for two full-time employees: $84,236.40 (D.S. Flintom, personal communication, November 18, 2014) Part-time employee will come in at entry level starting pay of $11.50 per hour and no benefits. (D.S. Flintom, personal communication, November 18, 2014) It has been proposed in the FY 15 budget for three employees (City of St. Petersburg, 2014)
- 14. Recommendation
- 15. Summary: Inbound calls to MAC have remained the same Increased work load due to steady increase of SCF issue submissions The more SCF is marketed, the more users we have Two staff currently is minimum Adding a third staff member would help manage work and improve quality Budget projections show adequate funds to pay for part time staff member, eventually full time.
- 16. References City of St. Petersburg, (2006) City of St. Petersburg Adopted and Operating & Capital Improvement Budget City of St. Petersburg (2014) Recommended Fiscal Year 2015 Operating Budget and Fiscal Year 2015-2019 Capital Improvement Program
- 17. Slideshare Link