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.)
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%
7. Top 20 Requests
7
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
8. 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
9. Missed Recycling & Trash
9
0
10
20
30
40
50
60
70
Average Time to Close (hours)
Missed Recycling
Missed Trash
10. Trash: Special Pick-ups
10
1064
738
888 891
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
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 1
Snow, cold, busy days, testing it out
Switch to more location based
Put out 311 data
Integrations 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 statistics
More requests coming in through self-service via web
Changed Ask A Question Function – Now used to determine gaps in service requests
Changed 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 days
Worked 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 2013
9v 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 request
20% of time there is no problem with meter
Most 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 potholes
Increase 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 other
Means resources are adequately being deployed throughout the city, and 311 is used heavily by entire city.
