Group 1 Myrlaine Cantave Reyna Hernandez Erika Laverde Linda Tanelus Summary Findings ServiceStat...

Group 1Myrlaine CantaveReyna HernandezErika LaverdeLinda Tanelus

Summary Findings– ServiceStat data shows an overall satisfactory performance by departments during 2007. However, most

departments exhibit difficulties in delivering services for specific calls in an efficient and timely manner

Recommendations– In order to improve service delivery, it is recommended for ServiceStat to:

- Coordinate with departments to establish a Percentage Completion Goal - Coordinate with departments to establish a Set Response Time

Once internal coordination has been achieved:- Identify service call requests with lowest performance among departments, and use Focus Groups to monitor department service delivery improvement and customer satisfaction.

Methodology

ServiceStat data was sorted by department’s core services

Departmental goals and performance indicators were identified from FY 2006-07 Proposed Resource

Allocation and Multi-Year Capital Plan

Performance Reports were created for each department

Findings were based on historical data analysis

Recommendations were developed to improve service delivery and contribute to the achievement of

departmental goals

Monthly Report 3-1-1 Report on Services Requested & Delivered

August 2007

Figure 1. Total No. of Calls Received Figure 2. Percentage of Calls Open and Closed

Figure 3. Percentage of calls open and closed by department/program

Finding: Team Metro, Solid Waste Management, and Public Works are the departments with the highest volume of service request calls received

Public Works DepartmentPerformance Report

August 2007

3 Status of Service Delivery As of August 31, 2007

HIGHLIGHTS

Total No. of Calls Received MTD – 3,488 YTD – 45,224 % of Calls Closed MTD – 83% YTD – 87%

PERFORMANCE INDICATORS % of mosquito complaints responded w/in 48 hours during rainy season GOAL – 95% MTD – 100% YTD – 100% Goal Exceeded % Pothole patching requests responded w/in 1 day GOAL – 100% MTD – 97% YTD - 98% Goal Unmet

TREND: Services requested during 2007 report a steady increase until June, when a significant drop in services related to Road Maintenance was evidenced. Mosquito Control service requests increased dramatically in June (rainy season) and Landscape Maintenance service request increased in July (hurricane season).

RESPONSIVENESS -VOLUME

Total number of Service Requests with 50% or more calls unattended

22

Of the above, service request with highest unattended

calls

Traffic Sign Street Name Missing/ Down/Damage

RESPONSIVENESS-TIME

Average Closing Time

4 days

Longest Closing Time

25.5 days

Public Works DepartmentFindings & Recommendations

Recommendation: Coordinate with department to establish a Percentage of Completion Goal

Finding: Road Maintenance services exhibit the requests with the lowest level of responsiveness among Public Works core services

The development and implementation of a Percentage of Completion Goal would:

• Improve Service Delivery in Volume and Response Time • Contribute to the achievement of departmental goals proposed in the Resource Allocation and Multi Year Capital Plan. • Increase client reliability on 3-1-1 services

Solid Waste Department Performance Report

August 2007

3 Status of Service Delivery

As of August 31, 2007

HIGHLIGHTS


PERFORMANCE INDICATOR Bulky Waste Response Time GOAL FY 06-07 - 7 days MTD–8.6 YTD–10 days Goal Unmet

TREND: There was a spike in bulky trash request from April to May.



3


calls

Solid WasteService Questions

RESPONSIVENESS-TIME


15.2 days


28.8 days

1

Solid Waste DepartmentFindings & Recommendations

Finding: Department is not closing solid waste service questions at the end of the month.

Recommendation: Establish percentage of completion goal

Service Questions YTD Number YTDCalls 16

Closed 4

Water & Sewer Department Performance Report

August 2007

3

HIGHLIGHTS Total No. of Calls Received MTD – 620 YTD – 3,599 % of Calls Closed MTD – 17% YTD – 74%

PERFORMANCE INDICATORS Percent of all non-emergency requests/calls dispatched within 3 business days GOAL – 85% MTD – 61% YTD – 34% Goal Unmet

TREND: Services requested for Water & Sewer, conveys a very slow increase until May, where a significant increase in services related to Water Production and Distribution was experienced. After May, there was a significant drop in Water Production & Distribution. On the other hand, Wastewater Collection and Treatment service requests increased dramatically in May until August which could be attributed to onset of rain.

Status of Service Delivery As of August 31, 2007


Total number of Service Requests with

50% or more calls unattended

3

Of the above, service request with highest

unattended calls

Het Rebate Program – Wasd

RESPONSIVENES-TIME

Average Closing Time 3 days

Longest Closing Time 18.9 days

Service Request Calls January-August 2007

0

250

500

750

1,000

1,250

Jan-07

Feb-07

Mar-07

Apr-07

May-07

Jun-07

Jul-07

Aug-07

No.

of C

alls Wastewater

Collection &TreatmentWaterProduction &DistributionOther

Total

1

Distribution of Calls by Core Services

14 11 18 17

260 35

0 403 54

1

26 25 41

401

959

312

128

78

2 1 3 1 1 1 150

250

500

750

1,000

1,250

Jan-07 Feb-07

Mar-07

Apr-07 May-07

Jun-07

Jul-07 Aug-07

No.

of C

alls

WastewaterCollection &TreatmentWater Production& Distribution

Other

2

Water & Sewer DepartmentFindings & Recommendations

The department is not meeting its Performance indicator because it is closingCertain request not within their 3 daysGoal.

Finding: Wastewater Collection and Treatment exhibit the requests with the lowest level of responsiveness among Water & Sewer core services.

Recommendation: Department should establish a certain percentage goal for the closed call completion

By implementing a realistic number of days to attend non-emergency calls and implementing a percentage of completion goal the department:• Improve Service Delivery increase client reliability on 3-1-1 services• Contribute to the achievement of departmental goals proposed in the Resource Allocation and Multi Year Capital Plan•Calls not resolved on the first call may require research by the service representatives therefore;•Diminish # of customers whose inquiries were not answered w/in a few days to call back. When customers call back, it increases call volume, inflate # of calls not resolved on first call, and may lead to multiple entries in the computer system for the same problem.

HET Rebate Program is falling far short of its goal, achieving only 30% rate in closed calls in May and ending the month of August with a 8% closing rate. The format of the program may have contributed to the cases closed.

Housing Finance Authority DepartmentPerformance Report

August 2007

3

HIGHLIGHTS

Total No. of Calls Received MTD – 3 YTD – 17 % of Calls Closed MTD – 0% YTD – 12.5%

PERFORMANCE INDICATORS No Performance Indicator found for this service/department within the FY 2006-07 Resource Allocation and Multi-Year Capital Plan

TREND: There was Services requested for Housing Finance Authority during 2007 report an unstable request.





1


unattended calls

Encompass bond financing for single & multi-family housing

RESPONSIVENESS-TIME

Average Closing Time 0.11 days


0 days

Service Request Calls January-August 2007

02468

10

Jan-07 Feb-07

Mar-07

Apr-07 May-07

Jun-07 Jul-07 Aug-07

No.

of C

alls

Encompass bondfinancing for single& multi-familyhousingTotal

1

Distribution of Calls by Core Services January-August 2007

0 0

1 1

3

1

8

30

2

4

6

8

10

Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07

No.

of C

alls Encompass

bondfinancing forsingle &multi-family

2

Housing Finance Authority Department Findings & Recommendations

Finding: After April, the department has not closed the only service request received through

3-1-1

Recommendation: The department should establish a completion goal for delivery services.

Service Request: Anti-Predatory Loan/Foreclosure

January-August 2007

02468

10

No.

of C

alls Calls

Received

CallsClosed

3-1-1 Illegal Dumping Initiative Performance Report

August 2007 3

HIGHLIGHTS

Total No. of Calls Received MTD –484 YTD – 4,806 % of Calls Closed MTD –57% YTD – 90%

PERFORMANCE INDICATORS No Performance Indicator found for this service/department within the FY 2006-07 Resource Allocation and Multi-Year Capital Plan

TREND: Overall, the services requested for Illegal Dumping during 2007 report stable request with the exception for the month of August.


RESPONSIVENESS-VOLUME



1


unattended calls

311 illegal dumping initiative

RESPONSIVENESS-TIME



9.8 days

3-1-1 Illegal Dumping Initiative Findings & Recommendations

Finding: 311 Illegal Dumping Initiative has not closed their cases after June. After June, there was an increase in requests, which may be attributed the school year ending. In addition, there was a significant drop in August.

Recommendation: The department should establish completion goals for the department for delivery of core services.

Animal Services Department Performance Report

August 2007

3

HIGHLIGHTS


PERFORMANCE INDICATORS Number of free spay and neuters GOAL FY 06-07 - 9,000 MTD- 52 YTD- 4,621

TREND: There has been a downward trend in the number of service requests. The core service of licensing has been pretty steady. There was a significant drop in the category of protecting from July to August.





4


unattended calls

Spay and Neuter

RESPONSIVENESS-TIME



6.6 days

Animal Services Department Findings & Recommendations

Recommendation: Establish percentage of completion goal

Finding: Department has shown a low level of responsiveness in Spay or Neuter requests during 2007

Team Metro Department Performance Report

August 2007 3 Status of Service Delivery

As of August 31, 2007

HIGHLIGHTS Total No. of Calls Received MTD – 7,024 YTD – 69,978 % of Calls Closed MTD – 73% YTD – 90%

Performance Indicators: Minimum No. of days from opening of minimum housing enforcement to 1st inspection GOAL FY 06-07 - 6 days MTD – 6 days YTD – 24 days Unmet Goal TREND: Services requested during 2007 conveys variation of outreach service calls, however, in April, there was a drop in service requests that may be attributed to the onset of the rainy season. Compliance service requests increased dramatically in May(summer season) and experienced a drop in the month of August.



19


calls

Public Works (Road Signal Signs Other)

RESPONSIVENESS-TIME


6.24 days


37.4 days

1

Team Metro Department Findings & Recommendations

Figure 1: Conveys the highest average day vs. closed out calls for each month. Figure 2: The goal established in the FY’06-07 budget for closing of calls, after 1st inspection.

Recommendation: Establish a set response period that will alleviate the large number of unattended calls and decrease average days of closed calls.

Finding: Calls are being successfully closed, however, the response times dedicated to these calls are too long, when compared to the percentage of calls closed.

Service Areas Month Response Days % Closed

Minimum Housing Condemnation

January 145 100%

Fire Rescue Services Outreach

February 181 100%

County School Board

March 142 100%

Resolution Violations

April 76 75%

Other May 833 97%

Junk Trash Overgrowth

June 476 86%

Signals on the Road

July 227 87%

Vehicle Advertising Violation

August 37.4 100%

Emergency Management DepartmentPerformance Report

August 2007

3

HIGHLIGHTS

Total No. of Calls Received MTD – 14 YTD – 70 % of Calls Closed MTD – 100% YTD – 100%

PERFORMANCE INDICATORS No Performance Indicator found for this service/department within the FY 2006-07 Resource Allocation and Multi-Year Capital PlanTREND: Services requested for Emergency Management showed a steady increase in service request until June. In June, the department experienced a significant increase in service requests by 50% related to hurricane pet emergency (hurricane season)




0


calls

0

RESPONSIVENESS-TIME


0 days


0 days

Total Services Requested

0%

100%

OpenClose

Emergency Management DepartmentFindings & Recommendations

Finding: The department has successfully completed all its calls within a response time. An increase in pet friendly registration increased after February. There was a peak in the month of June, which can be attributed to the beginning of hurricane season.

Recommendation: Department should implement performance indicators for this service

Pet Friendly Registration is performing at an excellent level and closing each month with a 100%. Pet Friendly Registration is over performing because with the exception of February where no requests were made, from January to August the department has been closing the month with a 100%.

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