311 - Customer Interactions and Managing Goals

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311 - Customer Interactions and
Managing Goals
Quality of Life & Environment Committee
May 9, 2016
311 Customer Service Center Overview








1994: Established as part of 911
2002: Implemented CRMS (system to submit service
requests for City of Dallas)
2004: Initiated citizen access to enter service requests
on-line
2008: Separated from 911
2009: Added Courts calls
2013: Launched Mobile App
2014: Opened Twitter account
2015: Launched City Hall on the GO!
2
Services Provided by 311 Customer
Service Center
 311: Information calls plus intake for non-emergency
service requests (potholes, missed garbage, high weeds, etc.)
 Radio Dispatch: Dispatch of field crews for urgent services
such as: main breaks, traffic signals out, aggressive dogs, etc.
(Animal Services, Code Compliance, Parking Enforcement,
Sanitation, Water, Streets, Transportation)
 Water Customer Service: Billing & payment questions,
start/stop service
 Court Services: Information about ticket, payment & court
dates
3
311 Advantages

No more “blue pages”; minimizes calls to
departments
Reduces load on 911 for urgent but non-emergency
issues
Ability to track and report on customer issues and
concerns
Agents can address multiple customer needs in one
call
Standardized call handling & training

Agents can educate customers on self-service




options
4
Multiple Ways to Reach 311
Dial 311 or 670-3111
Mobile device
On the web
Twitter
City Hall on the Go!
5
311 Customer Service Center
Hours of Operation
Courts
8–5
M-F
311 & Dispatch
24/7/365
Water
Customer
Service
8–5
M-F
6
311 Customer Service Center
Call Volume
1,200,000
1,000,000
800,000
Courts Total
Water Total
311 Total
600,000
400,000
200,000
2011-12
2012-13
2013-14
2014-15
7
Seasonal Call Trends
50,000
45,000
40,000
35,000
30,000
311
25,000
Water
20,000
Courts
15,000
10,000
5,000
OCT
NOV DEC
JAN
FEB MAR APR MAY
JUN
JUL
AUG
SEP
8
Service Request History
400,000
350,000
300,000
250,000
200,000
150,000
100,000
50,000
0
Input via 311 App
Input via the website
Input via 311 (and other
departments)
FY 11-12
39,169
FY 12-13
1,370
37,418
FY 13-14
17,613
38,231
FY 14-15
28,085
41,221
308,878
306,495
302,308
323,115
9
Most Common Service Request Types
6,929
FY 14-15
High Weeds
6,583
7,845
Litter
34,674
Garbage Roll Cart
8,997
Dead Animal Pick Up
9,073
Recycling - Roll Cart
Garbage - Missed
10,040
27,379
11,416
Obstruction Alley/Sidewalk/Street
Signs - Public Right of Way
Animal - Loose
11,746
Bulky Trash Violations
19,415
12,992
Street Repair - Routine
24 Hour Parking Violation
15,749
13,507
13,570
Brush Busters
Animal - Confined
Substandard Structure
10
311 Customer Service Center Website
11
311 Customer Service Center Website
12
Mobile App for iPhone and Android
• 20 Service Request types
• 28,085 submitted in FY 14-15
• GPS function on Smartphones helps
pinpoint the issue location
• User can enter specific address in
Description field
• Adding a photo helps staff find the
problem
• Users can create an account to receive
status updates OR remain anonymous
13
@311Dallas



Staff monitors Twitter account throughout
the day into the evening—but not 24/7
1,400+ followers on Twitter; 1,800+ tweets
Outbound tweets:



Service requests created in response to tweets
Info tweets
Re-tweets of partner departments
14
City Hall on the Go!
15
City Hall on the Go!


October 2015 launch
Van rolls Wednesday – Sunday





Goal of two locations per day
Libraries, Rec Centers, Dog Parks, Events
Favorable reaction from visitors
Community involvement and education
Measures track number of visitors, mileage
saved, cost to operate vehicle, etc.
16
• Birth
Certificate
Applications
• Employment
Opportunities
& Applications
• Open Records
Requests
• Service
Requests
• Voter
Registration
Community Initiatives
• Adoption
Information
• Spay and
Neuter
Information
• Pet
Registration/
Renewal
City Services
• Garage Sale
Permits
• Block Party
Permit
• Citizen Fire
Academy
• CERT Training
• OEM Alerts
• Park
Reservations
• Request a
Speaker at
HOA/NA
Meeting
Pet Services
• Parking
Tickets
• Traffic Tickets
• Water Bills
Neighborhood Services
Payment Services
Services Offered
• Environmental
Quality
• People Helping
People
• Senior Services
• Water
Conservation
• Medicaid/CHIP
Information
17
We Hear You!
Concern
“311 doesn’t work”
Mitigation
 Identify & improve performance of
call center
 Post-call surveys measure call
experience
 Report late SRs to partner depts.
 Assist customer departments to
support better response (for ex.
Animal Services, see pages 30-31)
“Why can’t I get through?”
 Improve messaging and self-service
options for callers
 Hire part-time agents for peak
periods
“Why can’t I tell what
happened to my SR?”
 Improve response information on
web-submitted and mobile app SRs
18
What Happens to My SR?

Software routes it



Directly to service department or dispatchers (for SRs
submitted by phone or website)
“Other” app SRs and Twitter-inspired SRs are reviewed
& routed by 311 staff
Every SR type has:


ERT (Estimated Response Time): how quickly the
service department makes an initial inspection
SLA (Service Level Agreement): how much time the
service department has to complete the SR before it’s
19
considered late
Customer Challenges



Limited ability online or on the app to see
progress made on the SR
Service requests re-routed to another
department or agency
Some issues are not a quick fix


Full street repair vs. pothole repair
High weeds referred to mow-clean
20
Looking Ahead


311 as the City’s “Front Door” for all nonemergency services
ISO-9001 for 311 Customer Service Center



Documentation of processes for consistency
and identification of process improvement
opportunities
Sunset Review follow-up
Technology enhancements (pages 22-23)
21
Technology
Already completed





Major upgrade to call distribution software
New computers in 311 Customer Service Center
Staff scheduling software
Music on hold
Speech recognition tools
Scheduled this year

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Minor upgrade to Service Request software
Automated post-call surveys
More self-service in Water Customer Service
22
Technology, continued
Looking ahead
 RFP for new service request software
 “Conversational” IVR with more self-service
capability and call steering
 Software for expanded call monitoring and
analysis
 Citywide radio system upgrade
 On-line training
23
Help Us Help You




Spread the word about 311
Encourage your staff to continue using the
Service Request system (CRMS)
Encourage residents’ use of the web & smart
phone app
Give us your feedback
o
o
o

Tell us the nature and date/time of calls
Call recordings retained for 30 days
We listen and take action
Questions?
24
Appendix
25
311 Customer Service Center
Percent of Callers That Hang Up
16%
14%
12%
10%
8%
Actual 14%
6%
Actual 10%
Actual 11%
Actual 8%
4%
2%
0%
2011-12
2012-13
2013-14
2014-15
26
311 Customer Service Center
Average Speed of Answer (Minutes:Seconds)
Actual
2:24
2:09
1:55
1:40
1:26
1:12
0:57
Actual 2:13
Actual 1:58
Actual 1:40
0:43
Actual 1:08
0:28
0:14
0:00
2011-12
2012-13
2013-14
2014-15
27
Service Request Performance FY 14-15
28
Sample Monthly Post-Call Survey Results
(January 2016)
Questions
Total
Surveys
Was this call for Information
or Service?
814
Were we able to provide you
with the information you
needed? OR
Are you satisfied with the
way your service request
was handled? (Y/N)
Info? Services? Yes No 1
332
2
3
4
5
Total
%
Positive
Satisfied
Responses
482
792
22
770
97.2%
On a scale of 1 to 5 (5 being
the highest), how easy was
the process?
12
7
39 91
669
760
92.9%
On a scale of 1 to 5 (5 being
the highest), rate your
agent's helpfulness and
responsiveness.
6
6
15 60
731
791
96.70%
1,551
94.80%
29
Total
814
18 13 54 151 1,400
Animal Services Target Area Survey
Questions
1.
2.
3.
4.
5.
6.
7.
Too many loose dogs affect the quality of life in my neighborhood.
Most loose dogs in my neighborhood are owned by (or being fed) by
neighbors.
I have personally reported loose dogs to the City using 311 in 2015.
The city responds effectively to loose dog problems in my
neighborhood.
To improve quality of life, my neighborhood needs more low-cost
services to help people with their pets, e.g., spay/neuter, vaccination.
To improve quality of life, my neighborhood needs more loose dogs
picked up.
The recent targeted initiative in my area has been helpful. (asked after
targeted initiative)
30
Animal Services Survey Results Sample
Q1 Q2 Q3 Q4 Q5 Q6 Q7
2
5
5
5
3
3
5
3
4
2
4
4
3
5
1
4
5
5
2
2
5
1
5
5
5
3
3
3
1
2
2
5
5
1
5
2
4
4
3
4
2
5
1
3
4
5
3
2
5
2
5
4
5
3
3
5
5
5
2
3
4
5
1
4
1
3
5
5
2
5
5
5
1
5
4
4
4
Comments
Citizen feels most loose dogs are his neighbors, not strays. Notices
Improvement.
Citizen states has observed a decline in stray dogs.
Declined to take survey.
Declined to take survey.
Citizen states not as many stray dogs.
Neighbor’s dog is the only dog out. Doesn't notice any strays.
Not a working phone number
Has not seen any stray dogs around anymore.
Loves the literature that she received about stray and loose dogs.
Citizen noticed animal services out almost everyday getting strays.
Notices improvement and loves it!
Citizen states animal services has been on top of stray dogs and goes
out everyday.
Citizen has not seen improvement. States still sees many stray dogs.
Citizen states she does not see as many stray dogs and appreciates
that.
Citizen states more stray cats than dogs, and has noticed some
improvement during the daytime.
31

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