Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD...
-
Upload
marilynn-wilkins -
Category
Documents
-
view
213 -
download
0
Transcript of Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD...
![Page 1: Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf75503460f949c6ced/html5/thumbnails/1.jpg)
Evanston 311Evanston 311 1 1stst Quarter Report Quarter Report
Joe McRae, Assistant to the City ManagerJoe McRae, Assistant to the City Manager
Sue Pontarelli, 311/EPD Service Desk SupervisorSue Pontarelli, 311/EPD Service Desk Supervisor
![Page 2: Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf75503460f949c6ced/html5/thumbnails/2.jpg)
Successful LaunchSuccessful Launch
GO LIVE on March 1, 2011 at 7amGO LIVE on March 1, 2011 at 7am
First caller: Alderman Jane GroverFirst caller: Alderman Jane Grover
Press Conference at 3:11pmPress Conference at 3:11pm
![Page 3: Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf75503460f949c6ced/html5/thumbnails/3.jpg)
11stst Quarter Overview Quarter Overview
Call VolumeCall Volume
![Page 4: Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf75503460f949c6ced/html5/thumbnails/4.jpg)
11stst Quarter Totals Quarter Totals
31,483 Calls Received31,483 Calls Received 28,880 or 92% Calls Handled 28,880 or 92% Calls Handled 2603 or 8% Calls Abandoned2603 or 8% Calls Abandoned
Phased cut over of Dept main lines to 311Phased cut over of Dept main lines to 311
Trending: Receive approx 124,000 calls Trending: Receive approx 124,000 calls Average of 1.6 calls per resident a yearAverage of 1.6 calls per resident a year
![Page 5: Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf75503460f949c6ced/html5/thumbnails/5.jpg)
11stst Quarter: Calls Handled Quarter: Calls Handled
7834
10607 10439
0
2000
4000
6000
8000
10000
12000
March April May
![Page 6: Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf75503460f949c6ced/html5/thumbnails/6.jpg)
Daily Call Volume: Week & Daily Call Volume: Week & Weekend CombinedWeekend Combined
253
354337
0
50
100
150
200
250
300
350
400
March April May
![Page 7: Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf75503460f949c6ced/html5/thumbnails/7.jpg)
Daily Calls Handled:Daily Calls Handled:Weekday OnlyWeekday Only
327
480449
0
100
200
300
400
500
600
March April May
![Page 8: Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf75503460f949c6ced/html5/thumbnails/8.jpg)
Daily Call Volume: Weekend OnlyDaily Call Volume: Weekend Only
40
58
63
0
10
20
30
40
50
60
70
March April May
![Page 9: Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf75503460f949c6ced/html5/thumbnails/9.jpg)
11stst Quarter: Call Volume Stats Quarter: Call Volume Stats
Average Daily (week/weekend): 315Average Daily (week/weekend): 315 Average Weekday: 419Average Weekday: 419 Average Weekend: 54/dayAverage Weekend: 54/day
Busiest days: Monday, After Holiday,Busiest days: Monday, After Holiday,
Water Shut offWater Shut off
Slowest day: SundaySlowest day: Sunday
Monitor weekends over SummerMonitor weekends over Summer
![Page 10: Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf75503460f949c6ced/html5/thumbnails/10.jpg)
11stst Quarter Overview Quarter Overview
Service RequestsService Requests
![Page 11: Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf75503460f949c6ced/html5/thumbnails/11.jpg)
Service RequestsService Requests
4537 Total Service Requests4537 Total Service Requests
Service Requests increased by 111% from Service Requests increased by 111% from March to AprilMarch to April
Average 49 service requests per day Average 49 service requests per day (weekday/weekend)(weekday/weekend)
Majority for Public Works DepartmentMajority for Public Works Department
![Page 12: Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf75503460f949c6ced/html5/thumbnails/12.jpg)
Total Service Requests by MonthTotal Service Requests by Month
955
1532
2050
0
500
1000
1500
2000
2500
March April May
![Page 13: Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf75503460f949c6ced/html5/thumbnails/13.jpg)
Average Daily Service Requests Average Daily Service Requests
31
51
66
0
10
20
30
40
50
60
70
March April May
![Page 14: Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf75503460f949c6ced/html5/thumbnails/14.jpg)
Service Requests by DepartmentService Requests by Department
7%
1%
1%
8%
1%
1%
3%
7%
5%
57%
9%
0% 10% 20% 30% 40% 50% 60%
Admin
Clerk
CMO
CED
Fac Mgmnt
Fire
Health
PRCS
Police
Public Works
Utilities
![Page 15: Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf75503460f949c6ced/html5/thumbnails/15.jpg)
1st Ward5%
2nd Ward17%
3rd Ward9%
4th Ward10%
5th Ward12%
6th Ward14%
7th Ward12%
8th Ward9%
9th Ward12%
Service Requests by WardService Requests by Ward
![Page 16: Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf75503460f949c6ced/html5/thumbnails/16.jpg)
Top 5 Service Requests –Web QATop 5 Service Requests –Web QA
1.1. Trash – Special PickupTrash – Special Pickup
2.2. Trash – Missed PickupTrash – Missed Pickup
3.3. Broken Parking MeterBroken Parking Meter
4.4. Trash Cart – LargeTrash Cart – Large
5.5. Trash – Missed Recycling PickupTrash – Missed Recycling Pickup
![Page 17: Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf75503460f949c6ced/html5/thumbnails/17.jpg)
Lessons LearnedLessons Learned
Residents appreciate City’s commitment to Residents appreciate City’s commitment to quality customer servicequality customer service
Police Department perfect fit for 311Police Department perfect fit for 311
Be a Good Neighbor – Chicago 311Be a Good Neighbor – Chicago 311
Heavy week day call volume - modified Heavy week day call volume - modified staff schedulestaff schedule
311 vs 911: Not much confusion311 vs 911: Not much confusion
Work in ProgressWork in Progress
![Page 18: Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf75503460f949c6ced/html5/thumbnails/18.jpg)
Opportunities for EfficiencyOpportunities for Efficiency
Groot – Refuse CollectionsGroot – Refuse Collections
Scheduling Building InspectionsScheduling Building Inspections
Broken Parking MetersBroken Parking Meters
Abandoned AutosAbandoned Autos
Feedback Data Collection: Engage Feedback Data Collection: Engage Evanston, Veolia, Yellow Line StudyEvanston, Veolia, Yellow Line Study
![Page 19: Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf75503460f949c6ced/html5/thumbnails/19.jpg)
Future DevelopmentsFuture Developments
Evanston 311 Mobile App – Fall 2011Evanston 311 Mobile App – Fall 2011
Text Message 311Text Message 311
Spread the Word: Farmers’ Markets, City Spread the Word: Farmers’ Markets, City Festivals, events, Ward meetingsFestivals, events, Ward meetings
![Page 20: Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf75503460f949c6ced/html5/thumbnails/20.jpg)
Evanston 311Evanston 311
Open 7am – 7pm, 7 days a week 311 Open 7am – 7pm, 7 days a week 311
Voicemail available overnight or option to Voicemail available overnight or option to talk to Police Service Desk.talk to Police Service Desk.
24/7 access: 24/7 access: www.cityofevanston.org/311www.cityofevanston.org/311
Evanston 311:Your Key to the CityEvanston 311:Your Key to the City
![Page 21: Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.](https://reader030.fdocuments.us/reader030/viewer/2022032722/56649cf75503460f949c6ced/html5/thumbnails/21.jpg)
THANK YOU!THANK YOU!