1. CITY OF NEW ORLEANS
QualityofLifeSTAT
May 3rd, 2012
(Reporting Period: March, 2012)
www.nola.gov/opa
2. Agenda
Part 1: Introduction/General Updates
1. About this STAT
2. Management Level Approach to Issues
3. 3-14 Coordinated Enforcement Debrief
4. 311 Update
Part 2: Data & Management Reports
1. Parking
2. Abandoned Vehicles
3. Street Lights
4. Potholes
5. Catch Basins
6. Sewerage & Water Board
7. Tree Issues
8. Bandit Signs
9. Illegal Dumping
10. Alcoholic Beverage Outlets
QualityofLifeSTAT May 3, 2012 1
3. QualityofLifeSTAT
Purpose: To address issues that most affect citizens’ quality of life, through
regular review of data with Department managers.
Definition: QualityofLifeSTAT is a working meeting where key City staff review
data to assess how the City is meeting its goals and to analyze what’s working,
what’s not, and what the City needs to do to improve.
QualityofLifeSTAT focuses on topics that are:
• Citywide,
• Lead to a perception of neglect, and
• Reported frequently to multiple sources (e.g. Council, Community Meetings, NOPD,
Dept. Heads, 311, etc.)
• QualityofLifeSTAT is not a meeting that duplicates issues covered in other STAT
programs or initiatives, nor does it discuss complaints about specific locations in
depth.
Expectations: The public is invited to observe Senior City Leadership’s
monthly working meeting with key department heads/program managers and
to contribute their remarks and suggestions.
How to Report Issues: Index cards are available to the public at the sign-in table, which can be
used to submit general remarks/suggestions or to report specific issues. Throughout the meeting,
completed cards will be reviewed. General comments may be discussed by the group and specific
issues will be assigned to departments.
QualityofLifeSTAT May 3, 2012 2
4. NOLA311
● Launched on March 26
○ 4 departments: Sanitation, Code Enforcement,
Public Works, and City-Assisted Evacuation
● Before June 1:
○ Web-based & Mobile self-service tools to report
complaints & view status of requests
○ Automated case creation & closure notification
● Later this year:
○ Additional departments fully integrated
○ Integration with One-Stop Permitting Shop
QualityofLifeSTAT May 3, 2012
5. - Met SLA target
311 Performance Dashboard - SLA not met (within 10-20%)
March 26, 2012 – April 26, 2012 - SLA not met (everything else)
Age of Open Requests Average Call Length: 151 sec
100%
80 120
80
60 140
60 Not 40 160
able to 20 180
collect
40 0 200
20
Average Hold Time: 14 sec
0 Total Tickets
15
12 18
9 21
6 24
3 27
0 30
First Call Resolution: 69%**
40% 60%
30% 70%
20% 80%
10% 90%
0% 100%
Integrated 311 Departments Abandonment Rate: 6%
• Public Works Not 40% 60%
able to
• Sanitation collect
30% 70%
• Code Enforcement 20% 80%
• EOC 10% 90%
0% 100%
Note: 31 Active Service Requests QualityofLifeSTAT May 3, 20124
6. Part 2: Data & Management Reports
Department of Public Works
1. Abandoned Vehicles/Parking
2. Street Lights
3. Potholes
4. Catch Basins
Sewerage & Water Board
Parks & Parkways
1. Tree Issues
Sanitation
1. Bandit Signs
2. Illegal Dumping
3. Alcoholic Beverage Outlets
QualityofLifeSTAT May 3, 2012 5
7. Abandoned Vehicle Response Times Remain
Constant
Issue
Abandoned Vehicle Call Disposition by Month of Call
Abandoned vehicles
take up parking
spaces needed for Count of Active Calls Count of Closed Calls Avg. Days to Close (Month of Close)
traffic circulation,
160 33 35.00
contribute to a sense
of neglect in
neighborhoods, and 140
can become junked 30.00
harborages for rats 26
and mosquitos 120 25
24 25.00
Status
100 20
Transitioned to 311. 19
beginning April 2012 20.00
80 1
149 15 15 13 13
Critical Parties 25 15.00
131 12
60 0
Public Works 112 2
91 88 10.00
Follow-Up 40 82 78
73 6
311 call center data 62
5 60
4 54 55
will be data of 20 43 5.00
36
record, beginning 1 21
with June QoLStat
0 0.00
Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12
NOTE: A lag occurs in call closure because work orders are given to towing on a rolling basis, but
towing returns closed work orders with dispositions monthly.
The actual number of closed calls is likely higher than shown here, but is reflected on a one month lag.
Source: Department of Public Works, Abandoned Call Log 3/30/2012 QualityofLifeSTAT May 3, 2012 6
8. Parking: Booting & Towing Activity
Confirmed Boots, by month
Issue
900
Parking violations 781
800 729
prevent proper
parking circulation 700
and can block 600
sidewalks, 2010
driveways, and 500 414
378
intersections 400 360
314 323 342366 339355 2011
290 258 265
300 255 254 2012
205
200
100
Status 0
Ongoing monitoring September October November December January February March
Confirmed Tows, by month
1,600 1458 1480
1395
1,400 1272
1208
1,200
972 968 982 988
1,000 904
776803 823 2010
Critical Parties 800
610 2011
Department of 600 484
Public Works, NOPD
392 357 2012
400
200
0
September October November December January February March
Source: Department of Public Works Monthly Parking Report 4/15/2012 QualityofLifeSTAT May 3, 2012 7
9. Parking: Citation Issuance In Line With
Expectations
Issue
Citations Issued, by month
Parking violations
prevent proper 45,000
parking circulation 40,746
and can block 39,709
sidewalks, 40,000
driveways, and 35,943
intersections
35,000
30,703 30,614
Status 29,490
30,000
Ongoing monitoring 27,637
26,366 25,346
25,000 23,719 23,687 23,179
20,351 23,200 2010
21,878
20,859 2011
19,769
Critical Parties 20,000
2012
Department of
Public Works, NOPD 15,000
10,000
5,000
-
September October November December January February March
Source: Department of Public Works Monthly Parking Report 4/15/2012 QualityofLifeSTAT May 3, 2012 8
10. Streetlight Repairs: City Announces Plan to Light Up
the City by 2013
• Identified $8M in federal recovery funds to supplement
funds remaining in ‘12 budget
• Will increase inspections and routine repairs by an
estimated 50% with the goal of working 200+ outages a
week
Current Planned
Crews 3 6
Hours Per Day 8 13
Days Per Week 5 6
QualityofLifeSTAT May 3, 2012
11. Street Light Repairs Completed, by month & type
Issue
Street light outages Street Light Repairs Completed
contribute to
perception of lack of
safety and create 2,000
opportunity for crime,
as well as unsafe road 1,800
conditions for
pedestrians & drivers 1,600 319
624
1,400
Status
96
Repairs resumed 1,200
86
1/3/12, following
Federal Environmental 1,000 Federal
Review Environmental
800 69 Review
DPW addressing 24 1,432
backlog generated
600 1,215 1,153 106 63
during review process 1,117
400 752
697 24
Critical Parties 523 - 544
200 343
Department of Public 223
Works 0 0
- 0
-
Royal Engineers and Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12
All Star Electric
Routine Maintenance Complete Major Repairs Complete
Note: Routine Maintenance repairs are those of recurring nature such as bulb replacement.
Major repairs are those repairs that include wiring, circuits, poles, and trenching work.
Source: Royal Engineering Monthly Summary Report, March 2012 QualityofLifeSTAT May 3, 2012 10
12. Street Light Maintenance Backlog v. Completed Repairs
Issue
Street light outages
contribute to
Backlog of Street Light Repairs Identified Following
perception of lack of
safety and create
Federal Environmental Review Process
opportunity for crime, Routine Maintenance Repairs Cumulative Identified Routine Maintenance Repairs Cumulative Complete
as well as unsafe road
conditions for 18,000
pedestrians & drivers
16,089
15,465
16,000
15,052
Status 14,000
11,536
Repairs resumed 10,490
1/3/12, following 12,000 10,085
Federal Environmental
9,120
Review 10,000
7,688
DPW addressing
backlog generated 8,000 6,535
Federal Environmental
during review process 5,418 Review
6,000
4,203 10,677
9,790 10,334
9,044 9,567 9,567 9,567
4,000 3,451
7,612
Critical Parties 6,459
5,342
2,000 4,127
Department of Public
3,375
Works
Royal Engineers and -
All Star Electric Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12
Source: Royal Engineering RM Complete Summary, March 2012 QualityofLifeSTAT May 3, 2012 11
13. Potholes Filled Continues to Exceed Target
Potholes Filled by Month
9,000 8,299
Issue 8,000
7,000 6,226 6,044
Potholes signal neglect
in neighborhoods, 6,000 5,437 5,393 5,189
cause damage to cars, 5,000
and increase the risk Monthly
4,000 3,125 3,223 Goal:
of vehicular accidents 3,035 2,748
3,000 2,515 4,167
2,104
2,000
1,000
-
Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12
Status
2012 annual goal has
been set at 50,000
Average Potholes FIlled Per Working Day
(monthly goal: 4,167)
200
Timeliness data on 180
pothole filling will be 160
generated via 311 NOTE: 140
reporting, beginning in 120
Q2
Number of
100
working days 174
80 157 165 157 169
varies by 152 139 136
60
month due to
40
weather
20 20 18 20.5 19.7 15.5 22 17 15
Critical Parties 0
Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12
Public Works, ITI
Avg # Filled per Work Day 152 174 157 139 136 165 157 169
Total # Working Days 20 18 20.5 19.7 15.5 22 17 15
Source: Department of Public Works, Pothole Killer Log, March 2012
QualityofLifeSTAT May 3, 2012 12
14. Catch Basin Cleanings Rebound After Mardi Gras
Issue Efforts
Catch Basins when
blocked can cause Catch Basins Cleaned, by Month
severe flooding in
neighborhoods, 700
damage streets,
and cause damage
to cars and homes. 600 579
500
Status
2012 annual goal
has been set at
400 369
4,200; monthly 363 Monthly
targets vary due to Goal:
seasonality 350
300 273 274
245 243
200 182
Critical Parties
Department of 100
Public Works,
Sewerage and
Water Board
-
Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12
Source: Department of Public Works Weekly Maintenance Reports, February 2012 QualityofLifeSTAT May 3, 2012 13
19. Tree Work Order Timeliness for Non-
Emergency Work Orders Improves
Issue Non-Emergency Work Order Response Time
Tree trimming and
removal prevents 200 50
damage to public and
Number of Weeks to Close Non-Emergency Work Orders
private buildings 180
160 40
Status
140 92
GIS mapping and
Count of Workorders
optimization of work 61
120 51 30
patterns in process 56
70
100 85
ITI will work with 98 99
103 23
Parkways to design 35 21
311 protocol for 80 20
66 87
implementation 44 18 38
17 17
during 2nd half of 60 14
2012 96 96 13 33
12 11 95
40 87 10
9 8 74
43 44 8 66
7 55 49
20 46 6 40 44 43
4 33
0 0
Critical Parties
Parks and Parkways
ITI Non-Emergency Workorders Emergency Workorders Weeks to Close Non-Emergency Workorders
OPA
NOTE: Tropical Storm Lee (September 2011) generated significant
backlog of work orders
Source: Department of Parks and Parkways Database Export as of 3/9/2012 QualityofLifeSTAT May 3, 2012 18
20. Forestry Activity Remains In Line With Historic
Patterns
Issue Work Orders
Tree trimming and
removal prevents
damage to public 800
and private
buildings
700
Removals
49
600
Trims
Status
500
Ongoing
Emergencies
ITI will work with
400
Parkways to design 77
311 protocol for
618 No Work
implementation 300 64 Needed/
during 2nd half of 117
99 143 Private Trees
2012 57
63 90
200 56
54 82
224 33
120 107 126 84 28
92 108 166
100 173
139 93
59 44 101
33 67 58 93
26 21 34
33 24 33 14 9 11 17 11 17
- 14 4 - 3 3
Critical Parties 3
Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12
Parks and Parkways
Contact Info: Non-Emergency 658-3200; Emergency 911
Source: Department of Parks and Parkways Database Export through 3/9/2011 QualityofLifeSTAT May 3, 2012 19
21. Bandit Sign Coordinated Enforcement
Issue
Efforts Yield Continued Success
Bandit Signs signal Bandit Signs Removed
neglect in
neighborhoods, 6,000
create visual clutter,
and are private use 5,147
of public space for
5,000
advertising
3,881
4,000
3,000
Status 2,310
Monitoring efforts 1,880
2,000 1,628
continue
1,914
1,633
1,361 828
Critical Parties 1,000
368
Sanitation, Parks 662 630 614
and Parkways 333
186
-
Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12
Note: Approximately 4,300 of the signs removed in
October were related to the October 22nd elections
Source: Department of Parks and Parkways and Department of Sanitation Monthly Illegal Sign
Spreadsheet, Parkways Working Sign List, Department of Sanitation Monthly Reports 4/16/12
QualityofLifeSTAT May 3, 2012 20
22. Sanitation Ranger & Quality of Life
ABOs, Litter, and Tire Dumping
Issue
Illegal dumping
sites are a risk to Sanitation Enforcement Activity
public health and 200
contribute to a
sense of 180 166
neighborhood
neglect 160
Status 140
Sanitation is 120
104
working on call
classification so 100 91
that variations 80
based on types of
calls can be 60
detected.
40
Critical Parties
20 6 8
Sanitation, NOPD 2
0
Follow-Up
• Should a target
May-
be set? Apr-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12
11
Inspections 98 14 95 64 89 53 124 186 153 166 104 91
NOPD Summons 0 0 10 1 4 8 12 6 10 6 2 8
Source: Department of Sanitation Monthly Report 4/16/2012
QualityofLifeSTAT May 3, 2012 21
23. Sanitation Maintains Momentum While
Issue
Integrating with NOLA311
Dumping sites are a Tires Removed, by month
risk to public health
6,000
and contribute to a
sense of 4,836
5,000
neighborhood
neglect 4,000
3,000 2011
2,078
1,559 2012
2,000 1,489 1,378
1,034 930
1,000 722 626
-
Status October November December January February March
Included in initial
311 rollout Illegal Dumping Sites Cleared
140 133
Work Order intake
system with 120
mapping needed 102
100 89
80
65 2011
60 46 46
40 45 2012
40 28
20
Critical Parties
0
Sanitation October November December January February March
Source: Department of Sanitation Monthly Report 4/16/2012 QualityofLifeSTAT May 3, 2012 22
24. Alcohol Beverage Outlet Cases Prosecuted
Issue
Alcoholic Beverage ABO Tax & Nuisance Cases Prosecuted, by month
Outlets operating in
violation of their as of March 31st, 2012
regulations can 25
become sites of 23
violent incidents and 22 22
create noise, litter,
and parking violations 20
that interfere with 20 19
neighbors' quality of
life
Status 15
15
Ongoing enforcement
efforts
311: routing and
tracking of nuisance 10
cases?
Exploring strategies
for ABCB to hear 5
additional nuisance
cases each month
Critical Parties
0
Law, NOPD, Safety and Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12
Permits
Source: Law Department, April 2, 2012 QualityofLifeSTAT May 3, 2012 23
25. Evaluation Form
● Are you a city employee or a member of the public?
● On a scale 1-5, how useful was this meeting to you (1= least
useful and 5= most useful)?
● What’s working?
● What’s not working?
QualityofLifeSTAT May 3, 2012
