HomeMy WebLinkAboutCustomerDrivenService.10-11.4thQtrTangible Result:
Current Overall Rating of This Result:
Measures (with desired trend and ultimate goal / benchmark)
Measure
Workload Indicators
Measure
Timeliness Index
Current State (should be Descriptive and\or A3Visual) for each measure
Measure
Workload Indicators
Timeliness Index
Fair
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
4QTR
903
26
NO DATA
945
11
100%
46%
0%
IX.Customer Driven Service
Desired Trend
DECREASE ▼
DECREASE ▼
DECREASE ▼
DECREASE ▼
INCREASE ▲
Desired Trend
INCREASE TO FLAT
INCREASE TO FLAT
INCREASE TO FLAT
INCREASE TO FLAT
INCREASE TO FLAT
Trend
INCREASE ▲
DECREASE ▼
INCREASE ▲
FLAT
FLAT
DECREASE ▼
no data
Progress
N/A
Y
N
N
Y
N
N
Historical Average
Benchmark
1
0.7
N/A
N/A
N/A
Rating/Comment
Recently added PD and Court data - no comparisons available
Change in staff resulted in no data collection
Nuisance violations increase over summer; compared to same pd last yr, complaints up 6%
INSIGNIFICANT CHANGE - Seasonal pattern
Normal Operation
Work load
Change in staff resulted in no data collection
Goal
1
1
1
1
1
Red
Yell
Y
Green
G
G
G
G
Champion:
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 re
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:
9/16/2011
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
Data for:
May
X
X
June
X
X
X
July
4th Qtr 2010-2011
Aug
X
Sept
X
Oct
Nov
Dec