Common CouncilMay 3, 2021

Integrated Customer Service CentreProject Update

1. Project Update• Model Design

• Accomplishments to Celebrate

• Project Next Steps

2. How are we doing?• Call Volume Trends

• Call Types

• What does this mean?

3. How to Connect?

4. Questions

Outline

Citizens and customers can access City services in three different ways:

‘Creation of an Integrated Customer Service Centre both physically and virtually to enhance citizen contact experience and accessibility to City of Saint

John information and services.’

Here to HelpCity of Saint John Customer Service

In PersonCity Hall, 15 Market

Square

Onlinewww.saintjohn.ca

Telephone506-658-4455

Project Accomplishments

February 2020 Project Launch

August 2020 Purchase of CRM Software and Phone System Software

September 2020 Restructuring and Implementation of Customer Service Team

October 2020 Customer Service Centre front desk opening, ground floor, City Hall

November 2020 Customer service phone line operations move from Rothesay Avenue to City Hall

February 2021 Bell ODCC Phone System LaunchCity Website Launch – Enhanced Customer Service Focus

April 2021 Customer Relationship Management (CRM) Software Launch – Phase 1

Q2 & Q3 2021:• Mobile Worker Application Implementation• Citizen Web Portal, CRM Integration with Website• Service Request and FAQ Configuration

• Phased Implementation

• Follow-up email to customer• Service Level Agreements with Service Areas• Continued Customer Service Training

• Within Customer Service• Across the Organization

• Formalize Policy & Procedures

Project Next Steps

Call Volumes 2021

0

50

100

150

200

250

300

350

Num

ber o

f Cal

ls

Date

Customer Service Number of Calls Entered and Accepted

Entered

Accepted

Water Bill Due Date & Long Weekend (306)

Daily Average Entered 150

Snowstorm (284)

8:30AM – 4:30PM Monday-Friday, excluding HolidaysData as of April 23, 2021

2021 Peak:Tuesday, April 6th

306

Daily Average Incoming Calls:

150

Average Call Abandoned Rate:

8%

2021 Low:Friday, January 15th

90

Daily Average Accepted Calls:

138

Average Abandon Time:

1:19 Minutes

Average Call Length:

2:19 Minutes

Daily Average Outgoing Calls:

68

Average Wait Time:

0:42 Seconds

7

Call Volume Summary 2021 YTD

Call Type Percent of Total Calls

CRM Service Request 10%

Naviline Work Order 5%

Payment 23%

Call Transfer 24%

Bulky Item Pickup 12%

Information 22%

24/7 Customer Service 0.3%

Other 5%8

Call Types

Data as of April 23, 2021

15% actionable work request

9

Configured Service Requests10% of Total Call Volume

Data as of April 23, 2021

PWT - Missed Garbage and/or

Compost32%

WTR - Water On9%

WTR - Leak on Water Service

3%PWT - Pothole

24%

PWT - Illegal Dumping

9%

WTR - Water Status Check

3%

PWT - Traffic Light4%

WTR - Water Off9%

WTR - Sewer Lateral Backup

3%

WTR - Work Notification

2%

WTR - Low Water Pressure

1%

PWT - Signage Down1%

PWT - Missed Garbageand/or CompostWTR - Water On

WTR - Leak on WaterServicePWT - Pothole

PWT - Illegal Dumping

WTR - Water Status Check

PWT - Traffic Light

WTR - Water Off

WTR - Sewer LateralBackupWTR - Work Notification

WTR - Low Water Pressure

10

Call TypePayments & Call Transfers

Payments 23% of Total Call Volume

Call Transfers24% of Total Call Volume

• 80% Parking Ticket

• 15% Water & Sewerage

• 3% Other

• 2% Tender Payment

20% of Customer Service Centre

Payments are via Telephone

• 35% Finance

• 29% One-Stop Development Shop

• 8% Parking Commission

• 5% By-Law Enforcement

• 4% Human Resources

• 3% Parks

• 3% External Agency (ie. Provincial/

Federal Government)

• 13% Other Departments

Data as of April 23, 2021

• Performance Management • Setting Goals

• Service Standards

• Continuous Improvement• Benchmarking against ourselves and others

• Adjusting as we progress

11

What does this mean?

In Person Access via Pedway Elevator

Online

https://saintjohn.ca/en/city-hall/permits-licenses-and-service-requests

Select Type of Request from Pick List

• Available for urgent requests, after-hours and on the weekend.

• Same phone number: • (506) 658-4455

• Examples of Urgent Requests:• Water On/ Off• Leak on Water Service• Water Quality Issue• Signage/ Traffic Issue• Flooding• Trees Down• Sewer Lateral Backup

24/7 Customer ServiceUrgent Requests

431 Customer Service Truck

• Direct Citizens to the Customer Service Centre

• Provide Feedback for continuous improvement

Here to help – For inquiries related to municipal services, contact the

City of Saint John Customer Service Centre at:

(506) 658-4455 service@saintjohn.ca

Ground Floor of City Hall, 15 Market Square,

Monday to Friday (excluding holidays), 8:30 a.m. to 4:30 p.m.

____________________________24/7 Urgent Customer Service

After-hours, Weekends and Holidays

(506) 658-4455

How Can Common Council Help?

Customer Service Contact Centre

1. Common Council receive and file this presentation.

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