Docstoc

Word - Home City of Evanston

Document Sample
Word - Home City of Evanston Powered By Docstoc
					             Monthly Report
To:      Mayor Tisdahl and members of the City Council
From:    Joseph McRae, Assistant to the City Manager
         Sue Pontarelli, Supervisor - 311/Police Front Desk
         Pandora Pratt, Assistant Supervisor – 311/Police Front Desk
Subject: March 2011 Monthly Report

Purpose
The purpose of this report is to provide an overview of the monthly activities of the 311
Center. This report will provide a summary of noteworthy activities as well as
information regarding call volume and service requests.

First Month Highlights
Day One
The City of Evanston successfully launched the 311 customer service center at 7am on
March 1, 2011 (3/1/11). We are happy to report that the project was completed on
schedule.

The first 311 call came in at 7:06 am from Alderman Jane Grover. She inquired who
was the 7th ward alderman and was provided the correct information. Later that day a
press conference was held at 3:11 pm to mark the Grand Opening of the 311 Center
which featured a ceremonial first call by Alderman Dolores Holmes and a tour of the 311
Center, located on the first floor of the Police Department Headquarters. Evanston’s 311
Center is the fourth such center in Illinois, following the City of Chicago, Village of
Schaumburg, and Village of Romeoville.

Staff is proud to report that the 311 Center handled over 7800 calls in the first month
and processed over 900 service requests. That’s an average of over 250 calls per day.
The majority of call volume occurs during the weekdays. We continue to update the 311
software database with relevant information from departments about City services,
events, programs and other areas of interest to our callers.

Department Lines Routed to 311
Several department main lines including the former City main line 847-328-2100 were
routed to the 311 Center in phases throughout the month of March. As a result there
was a gradual increase in the daily call volume to the 311 Center, particularly during the
weekdays which coincides with the City’s normal business hours.



                                            1
By centralizing this general call volume, staff will be able to better track call volume and
service requests in the 311 software applications and provide greater accountability to
constituents. It also allows department staff to focus on the actual completion of service
requests and other daily tasks by reducing their respective call volume. Moreover, it
allows Department Directors to monitor service activity more closely to deploy staff as
needed.

The 311 staff utilize the Gov QA software system to provide information or place service
requests to appropriate staff, while conducting warm transfers (transfer to an actual
person, not a voicemail). For more complex or specific information requests, callers are
warm transferred to the appropriate department for resolution. Callers that request a
specific staff person are warm transferred to that staff member if available or given the
option to leave a voicemail. Please note that the April monthly report will include a brief
break down of call volume by department.

Noteworthy Stats

      Total Calls to 311 Center: 8544
      Calls Handled: 7834
      Calls Abandoned: 710 (See Attachment 2 on page 4 for explanation)
      Total Service Requests: 954 (Please note that 42 service requests occurred
       outside normal business hours of 311 Center and not reflected on attached table.
       See Attachment 4).
      Public Works accounted for approximately 53% of all service requests.



Attachments:
Attachment 1: March 2011 Daily Call Volume Stats - Table
Attachment 2: Calls Handled vs Calls Abandoned – Pie Chart
Attachment 3: Service Requests by Department – Bar Graph
Attachment 4: March 2011 Monthly Report - All Open and Closed Service Requests City
Council Report (Detailed report of all service requests per Gov QA System)




                                             2
The chart below shows daily activity for 311 Center in the first month by day:

                          March 2011 Daily Call Volume Stats
        Date               Handled               Abandoned                      Service Requests
      3/1/2011                259                     24                                23
      3/2/2011                260                     26                                26
      3/3/2011                246                     27                                26
      3/4/2011                234                     22                                29
      3/5/2011                58                       4                                13
      3/6/2011                19                       1                                 3
      3/7/2011                332                     30                                36
      3/8/2011                295                     29                                34
      3/9/2011                275                     46                                42
     3/10/2011                309                     35                                55
     3/11/2011                297                     26                                39
     3/12/2011                49                       3                                 8
     3/13/2011                28                       6                                 6
     3/14/2011                364                     33                                39
     3/15/2011                336                     31                                49
     3/16/2011                285                     24                                50
     3/17/2011                284                     31                                31
     3/18/2011                354                     33                                46
     3/19/2011                60                       2                                11
     3/20/2011                28                       4                                 2
     3/21/2011                419                     25                                52
     3/22/2011                348                     28                                40
     3/23/2011                312                     26                                37
     3/24/2011                337                     24                                40
     3/25/2011                286                     24                                15
     3/26/2011                49                       9                                 7
     3/27/2011                29                       1                                 6
     3/28/2011                396                     25                                40
     3/29/2011                413                     39                                31
     3/30/2011                427                     38                                34
     3/31/2011                446                     34                                42
        Total                7834                    710                                912
*Shaded columns represent weekend call volume numbers. ** Please note that several department main line
numbers were cut over to 311 in phases through out the month of March. As of April 1, all predetermined department
main lines have been cut over to 311. This partially accounts for the increase in call volume.


                                                           3
Calls Handled vs Calls Abandoned
The 311 staff handled 7834 calls or approximately 92% of total calls to 311 in the first
month. Please note that the term calls handled refers to the actual number of calls
where 311 staff spoke directly to a person and provided information, created a service
request or provided a warm transfer to the appropriate department for additional
information and follow up.

By contrast 710 calls or approximately 8% of total calls to 311 were abandoned.
Abandoned calls refer to those calls in which the caller hung up before speaking with a
311 call taker. This stat reflects the number of callers that may have dialed a
department main line number that is now routed directly to 311 and hung up before
speaking to 311 staff. Staff will continue to monitor this number and educate callers as
more residents become familiar with the City’s new 311 service.


                         Percentage of Calls Handled vs Abandoned



                            Abandoned
                               8%




                                                                           Handled
                                                                           Abandoned




                                         Handled
                                          92%




                                            4
Service Requests by Department
As noted above, there were a total of 954 service requests placed during the first month
of the 311 Center via phone and the website. The following graph shows the breakdown
by department.


                  March Service Requests By Department - source Gov QA

             60%
                                                                                53%
             50%

             40%

             30%                                                                           Percentage

             20%
                      10%           10%
             10%                                                        7% 8%
                                                  2% 3%                               4%
                            1% 1%         1% 0%                    0%
                 0%
                                                         th
                      C ces

                                  rk




                                                                      U s
                                                                                s
                      &E MO




                                    t

                                   e




                                                                    ic ce
                      Fa Dev




                                                                               w
                                                re




                                                                               S
                             gm




                                                                               k
                                                                            tie
                              nc




                                                        l



                                                                            C
                                                              La
                               le




                                              Fi




                                                                          or
                                                     ea




                                                                            li
                                                                      PR
                              i




                                                               Pu Po
                            C




                                                                       tili
                            C




                           na
                           rv




                            M




                                                                       W
                          co




                                                  H
                       Se

                        ity




                       Fi
                         c




                                                                 bl
             e
           tiv




                   om
        ra




                 C
      st
       i
    in
   m
 Ad




Public Works accounted for over 50% of all service requests in the month of March, with
Administrative Services (IT, HR, Parking Systems Divisions) and Community &
Economic Development each account for 10% respectively.




                                                     5

				
DOCUMENT INFO