311 presentation to city council - 1/27/14
TRANSCRIPT
311 UpdateJanuary 27, 2014Erika Storlie, Deputy City Manager
1
New Software
• Launched Jan. 1, 2014
• Integration with CityWorks(Feb. 2014)
• Open 311 compliant
• Mobile friendlyfor 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 up5
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%
Top 20 Requests
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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
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
Missed Recycling & Trash
9
0
10
20
30
40
50
60
70
Average Time to Close (hours)
Missed Recycling
Missed Trash
Trash: Special Pick-ups
10
1064
738888 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
Special Pick-ups by Ward
11
69
379
149 160
435
329
236 238213
0
50
100
150
200
250
300
350
400
450
500
1 2 3 4 5 6 7 8 9
Ward
12
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
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
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
Pothole Requests
16
109
83
69
168
110
0
20
40
60
80
100
120
140
160
180
July - Dec 2011
Jan - Jun 2012 July - Dec 2012
Jan - Jun 2013 Jul - Dec 2013
Open Service Requests
17
22
38
23
18
4145
21 2118
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
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
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