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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