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. 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. 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. 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. Missed Recycling & Trash
Average Time to Close (hours)
70
60
50
40
30
20
Missed Recycling
Missed Trash
10
0
9
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. 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
Quiet launch on jan 1Snow, cold, busy days, testing it outSwitch to more location basedPut out 311 dataIntegrations with graffiti
Accompanying mobile app
Now answering more of the calls that come in as a result of the audit. Better scheduling, more awareness of agent statisticsMore requests coming in through self-service via web
Changed Ask A Question Function – Now used to determine gaps in service requestsChanged Broken Parking Meter to require license plate
Recycling – Missed Pick-up down each period - efficient when taken as a percentage of all recycling pick-ups (.05% miss rate)Working with groot on reducing missed trash pick-ups. Cross checking lists to see if duplicates on both ends to find problems.
When pick-ups are missed, they are quickly addressed. Most recycling within 1.5 days of call/trash within 2-3 daysWorked with Groot to get that lower
Increase partially attributed to phasing out of ‘Fly Dumping Request”Learned that many fly dumps were special pick-ups. Streamline to ensure everyone pays fairly for special pick-ups.More compliance with move-in/move-out with NU students. Good communication with off-campus senators and listserv
Replace with heat map
Jan 2013 - Present
We see the highest activity during the months of July- December due to reproduction in the Spring and early Summer.The increases we have seen with regards to requests are attributed to the success of 311 and the expansion of the program. In 2011 the City treated alleys, single family homes, and buildings that had 4 or less units and were owner occupied. In 2012 at the request of council we extended that service to include all residential homes multi-family, single family etc.In 2012 the City also contracted with Rose Pest Control and they are providing a great service at a reasonable price.
Instituted required field of License Plate in Jan 20139v standard battery in most parking meters – freezes quickly in cold weather (attributed to rise in Jan-Jun 2013)New batteries in new meters are solar rechargeable (niCad) Weather dependent, all meters will be replaced by March 1, 2014. Should see major reduction in next 6 months for this request20% of time there is no problem with meterMost common problem after frozen battery is paper, coin jammed in Average time to close is 1.5 days
This request is working well, increase in permits indicative of recovery from recession
Reported Potholes, not indicative of all potholesIncrease is related to freeze / thaw. Winter of 2012 didnt experience as many Freeze thaw cycles as last winter did.Late winter and spring is considered pothole season so would expect more reports.Average time to close, once reported, is 2-4 days.
Average 225-275 open requests at any given time. (more for storms, etc)Average by ward is usually always within 10 of each otherMeans resources are adequately being deployed throughout the city, and 311 is used heavily by entire city.
