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HomeMy WebLinkAbout311 Presentation311 Agenda • History • Current Operations • Statistics/Analytics from 311 • Mobile App • Next Steps -Vision History • The City owns the 311 number • In December 2003 the Commission adopted a resolution allowing the Manager to negotiate an inter -local agreement with the County to implement a City/County wide 311 Call Center • In May 2004 a memo from the City Manager to the Mayor and Commission recommended adoption of the inter -local agreement that had been negotiated • The City is not responsible for any funding of "311" (Including — Staff, Equipment, Hardware, and Software) • The County engaged Motorola and launched the initial 311 CSR System in the 2003/2004 era • Due to high maintenance costs, the County decided to develop it's own 311 System dubbed 311 Hub and launched the new version in December 2013 S Op Current Operations e� INC66P GRATED 7F 16 66 • The 311 Call Center iso operational 6 days a week ° Rmi� N Y • Monday — Friday 7 a.m. to 7 p.m. • Saturday — 8 a.m. to 5 p.m. • Reports rating the Call Center using the following Key Performance Indicators are available • Average Speed to Answer • Average Abandoned Rate • Average Time in Queue • Percentage of Resolution on First Contact • Quality Rating on Calls • The County is responsible to maintain two dedicated connections between the City/County • An automated interface jointly developed between 311 Hub and CityView is in place • The "Mobile" Miami311 application was developed by the County and was soft launched on January 30, 2016 S Op Current O * �YG9&P 9B�TEA� 16 99 �- • City Departments work directly in the 311 Hub except Code Compliance • Code Compliance works in CityView using the data that is automatically inserted via the interface • City Departments are responsible for maintaining and updating the "knowledge base" • Call takers provide information to citizen's based on the knowledge base information • When answers are not available in the knowledge base a Service Request (SR) is generated and directed to the appropriate department for resolution • SR's have Service Level Agreements (SLA) assigned. The SLA's are determined at the department level • Escalation is also built into the workflow in the event an SLA is missed • All statistical reporting for 311 data is currently performed by city resources • Each SR has a unique identifier for tracking purposes • Citizens can call to check on the status of their SR • Upon closing an SR an automated email is sent to the citizen if they choose to provide an email address Current Operations • The County is working on the capability to break out the number of calls specifically for the City • -42,270 calls were automatically transferred from 5 departments • Building, City Clerk, Police, Solid Waste, Zoning • Provides citizens with a "single point of contact" for government information and services • Provides simplified access to city information • Reduces call volume at the departmental level which improves operational efficiency and savings • Provides basic reports • Provides some basic mapping functionality Statistics/Analytics from 311 311 Hub Customer Service Requests City Department Total SRs Created By 311 Call takers By NET Office Y City A IDepartment CI Transportation Code Enforcement Fire -Rescue Mayor Financial Programs Building NET Public Works Solid Waste COMCAST (ITD) Zoning M= "in 311 Hub Customer SRs 64 8,540 2,491 1 445 35 6,381 15,860 6 1,511 35,334 64 7,038 2,141 1 417 2 2,695 12,625 3 1,506 26,492 0 1,404 350 0 28 33 498 347 3 5 2,668 0 0 3,188 2,888 0 0 6,174 74.98% 7.55% 17.47% S OP Mobile A * �YG9&P GRATED 7F pp � 16 99 • Soft launched on January 30, 2016 with the 28 Service Requests • The next steps are to prioritize the remainder of the Service Requests and work with the County to configure and test them © 3 S n = ,111 44% PM 4 0 ❑ Mobile App y_ .1 y;r Animals iA Property Boats ! Rv's /Trailers A Roadways Graffiti Trees Illegal Business Signs Q All Illegal Storage /Junk In Yard Noise Violation 4 IQ ❑ Overgrown Lot Squatters Vacant/ Unseciredd'yStructure Q ❑ fl Location of Rivolt 7lr 561 S W :ZH S% Miami' R 33130, U — ,, . lyll NIXID�IV NW 55a v HMI 5[h S1 NW 5th kwrw,nh� v W NW 2.d st y Ra,l Nvlhba Sx q ,t m 4W 111 S1 IYii wr nm Sly 2nd St c p`'Sw din.5,. 4 s sw smst � sw em s Q �1 ❑ S OP $�vA� Next S - Vision ING0A6 56ATE6 •Continue partnership with NET Office/ITD to provide the necessary services internally • NET will handle Administrative functions • ITD will handle Technical functions • Continue partnering with the County on adding Service Requests to the Mobile311 Application • Prioritize the remaining Service Requests