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Home My WebLink AboutCustomer Driven Service2011 2010 2010 2010 2010 2010 2010 2010 2010 2010 2010 2010 2010 2009 2009 2009 2009 2009 Jan Dec Nov Oct Sept Aug July June May Apr Mar Feb Jan Dec Nov Oct Sept Aug IX. Customer Driven Service Interaction/Workload and Timliness/Efficiency Data for Interactions Initiated by Residents/Citizens MIN Q2 MED Q3 MAX AVG 03/11 | 3QTR Feb 2011 Jan 2011 12/10 | 2QTR Nov 2010 Oct 2010 09/10 | 1QTR Aug 2010 July 2010 06/10 | 4QTR May 2010 Apr 2010 03/10 | 3QTR Feb 2010 Jan 2010 12/09 | 2QTR Nov 2009 Oct 2009 09/09 | 1QTR Aug 2009 NOTES: INQUIRIES City Clerk Records Requests Completed (right) 0 1.5 3 5 373 36.0666666666667 373 131 6 7 3 1 4 1 3 1 4 3 2 2 0 # completed on-time hidden for print, unhide required for some graphs Timeliness deadline = 48 hours unless otherwise noted. Online Pay data available starting in FEB How to we get more information on the timeliness and efficiency of our service activities? Utility data correlated, online payments should reduce city shutoffs, 3-mo pay pattern? Blank data likely submitted at next quarter No longer tracking this data. Internal customer service: in 3 days 0 1 3 5 373 35.8 373 131 6 6 3 1 4 1 3 1 4 2 1 1 0 Current data is enough to satisfy the TR/A3 task, but is very limited in scope. % On Time 0.5 0.892857142857143 1 1 1 0.894557823129252 1 1 1 0.857142857142857 1 1 1 1 1 1 1 0.666666666666667 0.5 0.5 N/A City Clerk Council Inquiries Qty 5 9.75 11.5 18 31 14.175 16 18 11 5 8 11 18 18 28 9 31 15 12 14.5 10 10 8 8 11 22 admins in 5 Days 3 6 8 10 25 9.86666666666667 8 7 8 3 5 8 5 6 25 6 24 15 8 11 9 On-time 0.277777777777778 0.55 0.666666666666667 0.766407119021135 1 0.655903344585213 0.5 0.388888888888889 0.727272727272727 0.6 0.625 0.727272727272727 0.277777777777778 0.333333333333333 0.892857142857143 0.666666666666667 0.774193548387097 1 0.666666666666667 0.758620689655172 0.9 INQ QTR 45 24 64 55 36.5 COMPLAINTS Reported Code Violations (City Hall) Reported 0 1.5 5 13.5 43 10.4545454545455 2 0 1 0 2 5 12 15 27 43 8 Graph removed until data can be verified On-time 0 0 0 0.5 2 0.5 0 0 0 2 On-time 0 0 0 0.5 1 0.333333333333333 0 0 1 Nuisance (PD) Reported 159 198.5 257 306 351 252.5 260 170 162 191 254 247 305 295 312 330 299 262 237 159 200 200 194 309 313 351 Unhide B, N-P columns for graph HUI QTR 592 692 912 891 596 703 Nuisance Data for Graph - HIDE FOR PRINT 2009 200 194 309 313 351 2010 191 254 247 305 295 312 330 299 262 237 159 200 2011 162 PERMITS & LICENSES Res. Build Completed 0 2 2.5 4.25 9 3.1 5 4 2 2 1 6 5 4 5 2 2 2 3 4 0 0 2 3 1 9 Special Event 0 1 2 2 2 1.4 1 2 0 1 2 2 2 2 0 2 Business License 7 10 11 16.25 20 12.8 16 15 8 7 18 11 11 11 7 10 17 17 17 10 20 10 16 13 11 11 Liquor License 0 1 2 3 4 1.95 3 1 0 1 0 3 0 4 1 2 3 3 1 2 1 4 2 4 0 4 UTILITY SERVICE New service Municipal Water Supply 209 233 262 288 383 264 264 211 301 254 285 258 295 291 383 295 275 214 217 209 262 247 219 258 278 Transfer 138 191 208 238 331 218.823529411765 238 174 208 186 306 212 331 208 184 196 191 138 229 196 191 254 278 User Shutoff 188 215 274 307.5 389 271.631578947368 207 188 389 327 285 293 322 253 367 308 207 215 215 196 274 307 262 287 259 City Shutoff 156 174.5 206 231 322 209.894736842105 207 156 322 215 217 238 266 206 272 234 167 178 171 174 228 170 175 199 193 Pays Process 15690 15535 12926 15627 15834 13162 16478 14393 12903 16390 14583 12974 15909 14866 13062 15748 13066 Online Pays PUBLIC SAFETY Fire Dispatched 46 47.5 51.5 58.5 74 55 74 46 49 47 54 60 EMS 617 641.5 669 686.75 712 665.333333333333 667 712 692 671 633 617 FD-Other 207 232.75 243.5 255 311 248.833333333333 311 249 231 207 238 257 PD Calls for Service 3433 3554.5 4123 4237 4574 3986.16666666667 4089 3433 3557 3547 3536 3831 4282 4222 4157 4574 4423 4183 11966 13668 14152 925 925 934 592 Implementation Plan (Green=Task On Time/Ahead - Yellow=Task Running Behind - Red=Task Late - X=Milestone Date) # 1 2 3 4 Leader GC-NB GC & DEPTS GC-NB GC-NB Tasks FEB - Follow-up with Insp/Planning to collect code data FEB - Identify 1st step to centralizing via staff discussion, determine workload overflow, determine additional steps as necessary MAR- Review metrics available with comparison data, select those applicable to City goals and tangible results. Implem. plan due APR. FEB - Soft launch online payments. MAR - promoted launch APR-JUN Review online/traditional payment data Milestone Dates Oct G G G G Nov G G G G Dec G Y G G Jan G Y G G Feb X X X Mar X X April X X May June July Aug Sept Tangible Result: Current Overall Rating of This Result: Measures (with desired trend and ultimate goal / benchmark) Measure Workload Indicators Timeliness Index Current State (should be Descriptive and\or A3Visual) for each measure Measure Workload Indicators Timeliness Index GOOD Records Requests Council Inquiries* Code Violations Reported Nuisances SF Residential Permits Records Requests Council Inquiries* Code Violations Reported Nuisances SF Residential Permits Records Requests Council Inquiries* Code Violations Reported Nuisances SF Residential Permits Records Requests Council Inquiries* Code Violations 3QTR 510 45 3 592 11 100% 51% 0% IX.Customer Driven Service Desired Trend DECREASE ▼ DECREASE ▼ DECREASE ▼ DECREASE ▼ INCREASE ▲ INCREASE TO FLAT INCREASE TO FLAT INCREASE TO FLAT INCREASE TO FLAT INCREASE TO FLAT Trend INCREASE ▲ DECREASE ▼ INCREASE ▲ FLAT DECREASE ▼ DECREASE ▼ Progress N Y Y Y N N Benchmark (3QTR 0910) n/a 37 30 596 10 1 0.7 N/A N/A N/A Rating/Comment Recently added PD and Court data - no comparisons available Higher than usual Council inquiries Data likely incomplete, working to improve reports INSIGNIFICANT CHANGE - Seasonal pattern INSIGNIFICANT CHANGE - Seasonal pattern INSIGNIFICANT CHANGE - Normal operation Higher than usual Council inquiries delayed responses Data likely incomplete, working to improve reports Goal 0 0 0 0 5 1 1 1 1 1 Red Yell Y Y Green G G G G G G Champion: Future State (If we do not change our strategy, what will the future result look like?) Implementation Plan (Green=Task On Time/Ahead - Yellow=Task Running Behind - Red=Task Late - X=Milestone Date) # 2 3 4 1 Recent Progress 1 City staff are managing the current workload well but there are ample opportunities to improve quality, cost and efficiency. We were laboring first to develop reporting procedures that will enable us to identify trends. The recent focus has been on the resident survey. PRIORITIES & Status 1. Improved evaluation/measurement of code/nuisance enforcement activity 2. Centralize records request activites 3. Plan to assess CS quality through survey component Leader GC & DEPTS GC-NB GC-NB GC-NB Modified Inspections/Planning division reporting procedures to include code enforcement workload and efficiency data CONRAD/BRENNAN Evaluate measurement methods Records requests are processed city-wide. Additional recordkeeping work will likely force City Clerk to delegate more tasks. Assess available metrics with comparison data, select those applicable to tangible results, review with management, plan to implement Tasks FEB - determine workload overflow, develop submission procedure, additional steps as necessary. DevelMAR - Begin collecting city-wide data. JUN - Determine next steps APR- Review metrics available with comparison data, select those applicable to City goals and tangible results. Write RFQ-MAY, post/select vendor JUNE, distribute survey by SEPT APR - Online Pay soft launch, MAY - Promote online payments, Review data for impact AUG JUN - Evaluate measurement methods, determine next steps (recent personnel changes in Inspections) Submitted: 4/19/2011 Milestone Dates Jan 4. Analyze utility data for online service impact ADMINISTRATIVE PRIORITIES Feb X Starting after online payment begins 1. Data focused heavily on workload. For more value from this exercise, we need more data related to the efficiency and quality of our customer service activities. 2. At the start, discussed smaller data items "rolling-up" into broader indeces. What is our plan for this? EX: Instead of reporting violations and nuisance, we report on complaints in general. Mar X April X X 3QTR - FY1011 May X X June X X X July Aug X Sept X Oct Nov Dec