philly stat 311 fy11 q4 final

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uarter 4

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Fiscal Yea

F

PhillyStat

Philly 311Date: July 6, 2011

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uarter 4 About PhillyStat (Rich and Cat)

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What is PhillyStat?

PhillyStat is the City of Philadelphia’s performance management l d b h ff h h

Fiscal Yea program, led by the Managing Director’s Office in partnership with

Finance Office. During PhillyStat meetings, City leaders review departmental performance metrics and progress towards the Mayor’s strategic goalsF strategic goals.

What is PhillyStat Ops?

PhillyStat Ops is an operational review of one department or agency PhillyStat Ops is an operational review of one department or agency, where performance targets are assessed in five key areas –operations, human resources, finance and budget, technology and customer service within the individual departmentcustomer service within the individual department.

2City of Philadelphia

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uarter 4 Core Mission of Philly311 (Rosetta)

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• Provide the public with quick, easy access to all City of Philadelphia government services and information while maintaining the highest possible level of

Fiscal Yea while maintaining the highest possible level of

customer service.

A i t i d d t t i i i i F • Assist agencies and departments in improving service delivery by allowing them to focus on their core missions and manage their workloads efficiently.

• Provide recommendation into ways to improve City government through accurate, consistent

t d l i f i d li measurement and analysis of service delivery citywide.

– Philly 311


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uarter 4 Strategic Direction (Rosetta)

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• Over the next five years, Philly311 will focus on the following four major initiatives:

Fiscal Yea – Collect data to enhance knowledge about the local communities

through increased engagement and citizen feedback.

– Implement new technology to improve the quality of information F Implement new technology to improve the quality of information delivery by making it timely, accurate, transparent and easy to access.

Increase accountability for delivering customer service city wide– Increase accountability for delivering customer service city‐wide.

– Create a high performance organization.

‐ Philly 311


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uarter 4 Executive Summary (Rosetta)

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During the 3rd Quarter of fiscal year 2011, Philly 311 has managed to meet or exceed the majority of our performance goals while focusing on increasing our engagement with the citizens

Fiscal Yea focusing on increasing our engagement with the citizens

• Surpassed 3.2 million inbound calls –April 2011F p 3 p

• Rolled out enhanced 311 New Employee Training Program

• Trained over 220 Neighborhood Liaison

• Enhanced Departmental Knowledge Base Accuracy Program

• Expanded Customer Service Leadership Academy City‐Wide

M t E d d M t O ti l K M t i• Met or Exceeded Most Operational Key Metrics

• Exceeded Customer Satisfaction Goals


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uarter 4 Operations (Elly)

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1 Qu City Services Meet Customer

Expectations 89% of the Time1.1 Percent of Customer Complaints for Unresolved Service Requests

Philly311 Meets Customer Expectations 93% of the Time1.2 Percent of Customers Whose

Expectations were Met or ExceededJ l th h M FY d FY

Fiscal Yea

80%90%100%

6 000

7,000

8,000

Number Surveyed % of Complaints

93% 93%1800020000

90%100%

July through May FY10 and FY11

% Satisfaction Number Surveyed

F

3 105

5,303

30%40%50%60%70%

3,000

4,000

5,000

6,000 93% 93%85%

14536

800010000120001400016000

40%50%60%70%80%

1,277

3,105

1,93414% 9% 12% 11%

0%10%20%30%

0

1,000

2,000

FY11 Q1 FY11 Q2 FY11 Q3 FY11 Q4*

39130200040006000

0%10%20%30%

FY10 YTD FY11 YTD FY11 Target

• Data collected through the Close Loop Survey

– 1.1 An unresolved service request occurs when the service department (e.g. Streets, Police, Water) reports a service request closed, but the customer does not agree. Data has been collected for this metric starting July 2010 (FY11 Q1). Data collected for only certain types of service requests.

– *Quarter 4 is through May 31st.

6Sources: Survey Monkey and Swiftreach City of Philadelphia

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uarter 4 Operations – Key Projects (Elly and Robin)

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Project Name Description Target CompletionDate

Status

Fiscal Yea Benchmarking

DatabaseDevelop accurate comprehensive 311 contact center performance industry benchmark database

July 2011 85‐90% Complete

Consolidation Implement next phase of citywide TBD Dependent upon F Consolidation Implement next phase of citywide customer service consolidation plan

TBD Dependent upon implementation of Phase II technology upgradesupgrades.

Measure FY11 Target Status

Accuracy rate of the Knowledge Management Database content

80% or greater Completed


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uarter 4 Customer Service (Rosetta)

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1 Qu Telephone Answer Service Level an

Area for Improvement2.1Percent of Calls Answered within

Service LevelJuly through May FY10 and FY11

Meeting Target for Telephone Answer Rate

2.2 Percent of Calls AnsweredJuly through May FY10 and FY11

Fiscal Yea

1,400,000100%


Average % Answered within Service Level

Number of Calls Answered

92% 90%1,400,000

100%

Average % of Calls Answered

Number of Calls Accepted

F

57%67%

80%

600 000

800,000

1,000,000

1,200,000

40%

60%

80%79%

92% 90%

600 000

800,000

1,000,000

1,200,000

40%

60%

80%

713,130

635,99

1

0

200,000

400,000

600,000

0%

20%

40%

899,749

693,49

8

0

200,000

400,000

600,000

0%

20%

40%

FY10 YTD FY11 YTD FY11 Target FY10 YTD FY11 YTD FY11 Target

• 2.1 Before January 2011, service level was 30 seconds. Beginning January 2011, service level moved to 45 secondsservice level moved to 45 seconds.

8Source: CCMIS City of Philadelphia

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uarter 4 Customer Service (Pedro)

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1 Qu Able to Resolve Calls through First

Contact 67% of the Time2.3 Percent of Tickets Resolved

at First ContactJuly through May FY10 and FY11

311 Call Takers Accurately Enter in Service Requests 93% of the Time

2.4 Percent of Service Requests Entered Accurately


Fiscal Yea

1000000

1200000

80%

100%


% Resolved at First Contact Number of Tickets

93% 95% 120,000

140,000

8 %

100%


% Accurately Entered Number of Service Requests

F

70% 67% 70%

19 01

400000

600000

800000

1000000

40%

60%

80%

68%

93% 95

60,000

80,000

100,000

40%

60%

80%

564,01

613,40

0

200000

0%

20%

FY10 YTD FY11 YTD FY11 T t

75,987

92,325

0

20,000

40,000

0%

20%

FY10 YTD FY11 YTD FY11 Target

• 2.3 First call resolution is currently at an 80% confidence level.

• 2.4 Data for percent of accuracy is available, starting January 2010. Average rates for both fiscal years ‘10 and ’11 are starting in January

Target

years ‘10 and ’11 are starting in January.

9Source: Novo City of Philadelphia

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Average Waite Time for a Call Decreasing2.5 Average Wait Time


Fiscal Yea

50

60


F

45

3630

40

5

Seco

nds

0

10

20S

FY10 YTD FY11 YTD

• Average wait time has decreased 20% in this year to date comparison.

• During the same time period, walk‐ins and call volume have decreased, while other u g t e sa e t e pe od, a s a d ca o u e a e dec eased, e ot emeans of contact – emails and web‐site requests increased. See the next chart for supporting data.

10City of PhiladelphiaSource: CCMIS

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Call Volume Dropping as Number of Web Requests and Emails DoublesPh

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2.7 Total Calls OfferedJuly through May FY10 and FY11

2.6 Back Office RequestsJuly through May FY10 and FY11

Call Volume Dropping as Number of Web Requests and Emails Doubles

Fiscal Yea

3

1,240,000

1,260,00011

,937

92010000

12000

sts

Total walk‐ins Total e‐mails Total web requests

F

1,23

9,17

3

2

1,180,000

1,200,000

1,220,000

mbe

r of C

alls1

10,9

7,63

8

595

4000

6000

8000

ber o

f Req

ues

1,16

8,89

1,120,000

1,140,000

1,160,000Num

3,89

1

2,41

4

5,5

0

2000

4000

Num

b

FY10 YTD FY11 YTD

• 2.6 Year to date, total walk‐ins have decreased by 9% as customers have shifted towards electronic request options. E‐mails increased by 96% and web requests increased by 132%.

• 2 7 Call volume (as measured by total calls offered) decreased by 6% from the same period

FY10 YTD FY11 YTD

• 2.7 Call volume (as measured by total calls offered) decreased by 6% from the same period last year.


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uarter 4 Customer Service – Social Media (Robin)

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Twitter @Philly3111,006 followers

8 t t l t t

Fiscal Yea 1,718 total tweets

757 tweets from January 2011 to May 2011

Average of 9 tweets per day

F

Facebook Philly 311C l f ll (Lik )Currently, 939 followers (Likes)

6% of followers are abroad

314 3‐1‐1 posts from January 2011 to May 2011

% i i ti it f J t M d t th 200% increase in activity from January 2011 to May 2011, compared to the same period last year


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uarter 4 Finance –Total Budget (Dhara)

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Current Fiscal Year Expenditures $132 Thousand Less Than Previous Fiscal Year

3.1 Total Budget versus ExpendituresYear to Date

Fiscal Yea

$

$3.0

ons

Year to Date

Budget Expenditures

F

$2.7 $2.6$2.3 $2.3

$1.5

$2.0

$2.5

Millio

$0.0

$0.5

$1.0

FY10 Q4 YTD FY11 Q4 YTD

• 88% of total appropriations were spent or encumbered.

13City of PhiladelphiaSource: Managing Director’s Office

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uarter 4 Finance – Efficiency (Rosetta)

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$3 0

Cost per Call Increases Because of Decreased Call Volume3.2 Cost per CallYear to Date

Fiscal Yea

$2.0

$2.5

$3.0

arsF

$1.57$1.82

$0.5

$1.0

$1.5

Dolla

$0.0

July 2009 ‐May 2010 July 2010 ‐May 2011

• Calculation: Year to Date Expenditures divided by Year to Date Number of Calls Offered.

• Calls Offered = The total number of calls that have reached the IVR, but did not continue past the recorded message.

14Data sources: FAMIS and CCMIS City of Philadelphia

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uarter 4 Technology (Stuart Alter)

Project Name Description Status Target Delivery DatePh

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1 Qu Project Name Description Status Target Delivery Date

311 BB APP (NewProject)

Mobile application to connect citizens to City services through Philly 311

In testing phase September 2011

Fiscal Yea CRM Program

ManagerStrategy for the replacement of the existing CRM (NOVO)

Creating final project plan and working on draft of professional services contract for 311

Pending prioritization

F

program manager.

Telephony Upgrade Upgrade existing telephony DoT is drafting brief outline of call center technology issues

Pending prioritization, funding, project manager

citywide and requiredfunding.

Website Redesign Upgrade Philly311 website Wrapped into MDO website upgrade.

Part of the phila.gov redesign

Police MDT Link (Mobile Data Terminal)

Ability for Police to report non‐emergency Service Request

Final Testing phase Go‐Live September 2011

E learning portal Acquire service for the Resolution of any Go Live byAugust 2011


E‐learning portal for CustomerService Learning Academy

Acquire service for the provision of on‐line training courses

Resolution of any potential technical issues.

Go‐Live byAugust 2011

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uarter 4 Human Resources (Brian)

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Quarter 4 Average Number of Employees Lower Than Last Year4.1 Average Number of Full‐Time Employees

Per Quarter

Fiscal Yea

6 646607080

FY10 FY11

F

57 62 6463 59 60

1020304050

010

Q2 Q3 Q4

• The turnover rate for FY11 Q4 was 11.76%, compared to 7.83% from the same period last year.

• In FY11 Quarter 4, there were 7 separations of which 5 were temporary employees.


• In FY11 Quarter 4, 84.21% of the 38 permanent, full‐time Civil Service employees completed a performance evaluation.

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uarter 4 Key Challenges( Rosetta)

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• Improve Operational Efficiencies • Technology Upgrades – Phase II Implementation

Call Center Telephony Platform

Fiscal Yea

– Call Center Telephony Platform

– Citizen Relationship Management Platform

• Business Process Re‐Engineering

F

• Data Collections

• Attract and Retain Talent • Develop Recruiting and Retention Strategy Plan• Develop Recruiting and Retention Strategy Plan

• Develop a Career Path for 311 Employees

• Improve First Call Resolution• Increase Timeliness and Access to Department Content

» Telephone Numbers

» Operational Functionality


» Operational Functionality

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uarter 4 Key Wins (Rosetta)

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• Expanded Citizens Multi‐Access Communications Platform

– Social Media

Fiscal Yea – Web‐self Service

– Telephone

F

– Emails

• Increased Citizens Engagement Activities

W k hWork shops

Volunteering

TrainingTraining

Increased Demand for 311 Services


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uarter 4 Core Mission (Rosetta)

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• Provide the public with quick, easy access to all City of Philadelphia government services and information while maintaining the highest possible level of

Fiscal Yea while maintaining the highest possible level of

customer service.

A i t i d d t t i i i i F • Assist agencies and departments in improving service delivery by allowing them to focus on their core missions and manage their workloads efficiently.

• Provide recommendation into ways to improve City government through accurate, consistent

t d l i f i d li measurement and analysis of service delivery citywide.

– Philly 311


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uarter 4 Contact Us!

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For more information about PhillyStat:

Fiscal Yea

• Check us out on Facebook at facebook com/phill statF www.facebook.com/phillystat

• Follow us on Twitter @PhillyStat

• Find us online at www.phila.gov/phillystat

• Email us at [email protected] y @p g


philly stat 311 fy11 q4 final

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