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311 Presentation to City Council - 1/27/14

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311 Presentation to City Council - 1/27/14

  1. 1. 311 Update January 27, 2014 Erika Storlie, Deputy City Manager 1
  2. 2. New Software • Launched Jan. 1, 2014 • Integration with CityWorks (Feb. 2014) • Open 311 compliant • Mobile friendly for staff /public 2
  3. 3. Mobile App • Available for iPhone, Android and Blackberry • Includes push notifications, photo options, and request history 3
  4. 4. Registered Users • 27,018 total registered users • 8,500 added in the last year 4
  5. 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. 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.) 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
  7. 7. 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
  8. 8. 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
  9. 9. Missed Recycling & Trash Average Time to Close (hours) 70 60 50 40 30 20 Missed Recycling Missed Trash 10 0 9
  10. 10. 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
  11. 11. 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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  13. 13. 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
  14. 14. 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
  15. 15. 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
  16. 16. 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
  17. 17. 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
  18. 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
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