Quality of Life Stat May 3 2012

CITY OF NEW ORLEANS

May 3rd, 2012 (Reporting Period: March, 2012)

www.nola.gov/opa

QualityofLifeSTAT

http://www.nola.gov/opa

QualityofLifeSTAT May 3, 2012

Agenda Part 1: Introduction/General Updates

1. About this STAT

2. Management Level Approach to Issues

3. 3-14 Coordinated Enforcement Debrief

4. 311 Update

Part 2: Data & Management Reports

1. Parking

2. Abandoned Vehicles

3. Street Lights

4. Potholes

5. Catch Basins

6. Sewerage & Water Board

7. Tree Issues

8. Bandit Signs

9. Illegal Dumping

10. Alcoholic Beverage Outlets

1


Purpose: To address issues that most affect citizens’ quality of life, through regular review of data with Department managers.

Definition: QualityofLifeSTAT is a working meeting where key City staff review data to assess how the City is meeting its goals and to analyze what’s working, what’s not, and what the City needs to do to improve.

QualityofLifeSTAT focuses on topics that are: • Citywide,

• Lead to a perception of neglect, and

• Reported frequently to multiple sources (e.g. Council, Community Meetings, NOPD, Dept. Heads, 311, etc.)

• QualityofLifeSTAT is not a meeting that duplicates issues covered in other STAT programs or initiatives, nor does it discuss complaints about specific locations in depth.

Expectations: The public is invited to observe Senior City Leadership’s monthly working meeting with key department heads/program managers and to contribute their remarks and suggestions.

How to Report Issues: Index cards are available to the public at the sign-in table, which can be used to submit general remarks/suggestions or to report specific issues. Throughout the meeting, completed cards will be reviewed. General comments may be discussed by the group and specific issues will be assigned to departments.

QualityofLifeSTAT

2


NOLA311

● Launched on March 26

○ 4 departments: Sanitation, Code Enforcement, Public Works, and City-Assisted Evacuation

● Before June 1:

○ Web-based & Mobile self-service tools to report complaints & view status of requests

○ Automated case creation & closure notification

● Later this year:

○ Additional departments fully integrated

○ Integration with One-Stop Permitting Shop


311 Performance Dashboard March 26, 2012 – April 26, 2012

- Met SLA target

- SLA not met (within 10-20%)

- SLA not met (everything else)

4

Not

able to

collect

Integrated 311 Departments

• Public Works

• Sanitation

• Code Enforcement

• EOC

Note: 31 Active Service Requests

0

20

40

60

80

100%

Age of Open Requests

Total Tickets

Not

able to

collect 0

20

40

60

80 120

140

160

180

200

Average Call Length: 151 sec

0

3

6

9

12 15

18

21

24

27

30

Average Hold Time: 14 sec

First Call Resolution: 69%**

0%

10%

20%

30%

40% 60%

70%

80%

90%

100%

0%

10%

20%

30%

40% 60%

70%

80%

90%

100%

Abandonment Rate: 6%


Part 2: Data & Management Reports Department of Public Works

1. Abandoned Vehicles/Parking

2. Street Lights

3. Potholes

4. Catch Basins

Sewerage & Water Board

Parks & Parkways

1. Tree Issues

Sanitation

1. Bandit Signs

2. Illegal Dumping

3. Alcoholic Beverage Outlets

5


Abandoned Vehicle Response Times Remain

Constant

Source: Department of Public Works, Abandoned Call Log 3/30/2012

Issue

Abandoned vehicles take up parking spaces needed for traffic circulation, contribute to a sense of neglect in neighborhoods, and can become junked harborages for rats and mosquitos

Status

Transitioned to 311. beginning April 2012

Critical Parties

Public Works

Follow-Up

311 call center data will be data of record, beginning with June QoLStat

6

NOTE: A lag occurs in call closure because work orders are given to towing on a rolling basis, but

towing returns closed work orders with dispositions monthly.

The actual number of closed calls is likely higher than shown here, but is reflected on a one month lag.

43

73

149

131

112

91 88 82

62

36

21

78

60 54 55

1

0 2

25

33

26 25

19

24

20

6

4 5

1

15 15

12

0.00

5.00

10.00

15.00

20.00

25.00

30.00

35.00

0

20

40

60

80

100

120

140

160

Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12

Abandoned Vehicle Call Disposition by Month of Call

Count of Active Calls Count of Closed Calls Avg. Days to Close (Month of Close)

13 13


Parking: Booting & Towing Activity

Source: Department of Public Works Monthly Parking Report 4/15/2012

Issue

Parking violations prevent proper parking circulation and can block sidewalks, driveways, and intersections

Status

Ongoing monitoring

Critical Parties

Department of Public Works, NOPD

7

392 357 484

776

610

988 904

972 968 982

803 823

1272 1395 1458 1480

1208

0

200

400

600

800

1,000

1,200

1,400

1,600

September October November December January February March

Confirmed Tows, by month

2010

2011

2012

255 290

254 258 205

342 339 378 360

314 323 265

366 355 414

729 781

0

100

200

300

400

500

600

700

800

900


Confirmed Boots, by month

2010

2011

2012


Parking: Citation Issuance In Line With

Expectations

Source: Department of Public Works Monthly Parking Report 4/15/2012

Issue

Parking violations prevent proper parking circulation and can block sidewalks, driveways, and intersections

Status

Ongoing monitoring

Critical Parties

Department of Public Works, NOPD

8

19,769

23,687

20,859 21,878

23,179

40,746

26,366

23,719

27,637

30,703 29,490

20,351 23,200

35,943

30,614

39,709

25,346

-

5,000

10,000

15,000

20,000

25,000

30,000

35,000

40,000

45,000


Citations Issued, by month

2010

2011

2012


Streetlight Repairs: City Announces Plan to Light Up

the City by 2013

• Identified $8M in federal recovery funds to supplement funds remaining in ‘12 budget

• Will increase inspections and routine repairs by an estimated 50% with the goal of working 200+ outages a week

Current Planned

Crews 3 6

Hours Per Day 8 13

Days Per Week 5 6


Street Light Repairs Completed, by month & type

Source: Royal Engineering Monthly Summary Report, March 2012 10

Issue

Street light outages contribute to perception of lack of safety and create opportunity for crime, as well as unsafe road conditions for pedestrians & drivers

Status

Repairs resumed 1/3/12, following Federal Environmental Review DPW addressing backlog generated during review process

Critical Parties

Department of Public Works Royal Engineers and All Star Electric

Note: Routine Maintenance repairs are those of recurring nature such as bulb replacement.

Major repairs are those repairs that include wiring, circuits, poles, and trenching work.

697 752

1,215 1,117 1,153

1,432

523

- -

223

544

343

24 69

96

86

624

319

106

0 0

-

63

24

0

200

400

600

800

1,000

1,200

1,400

1,600

1,800

2,000

Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12

Street Light Repairs Completed

Routine Maintenance Complete Major Repairs Complete

Federal Environmental

Review


Street Light Maintenance Backlog v. Completed Repairs

Source: Royal Engineering RM Complete Summary, March 2012 11

Issue

Street light outages contribute to perception of lack of safety and create opportunity for crime, as well as unsafe road conditions for pedestrians & drivers

Status

Repairs resumed 1/3/12, following Federal Environmental Review DPW addressing backlog generated during review process

Critical Parties

Department of Public Works Royal Engineers and All Star Electric

3,451

4,203

5,418

6,535

7,688

9,120

10,085

10,490

11,536

15,052

15,465 16,089

3,375 4,127

5,342 6,459

7,612 9,044 9,567 9,567 9,567 9,790 10,334 10,677

-

2,000

4,000

6,000

8,000

10,000

12,000

14,000

16,000

18,000


Backlog of Street Light Repairs Identified Following Federal Environmental Review Process

Routine Maintenance Repairs Cumulative Identified Routine Maintenance Repairs Cumulative Complete

Federal Environmental Review


Potholes Filled Continues to Exceed Target

Source: Department of Public Works, Pothole Killer Log, March 2012

Issue

Potholes signal neglect in neighborhoods, cause damage to cars, and increase the risk of vehicular accidents

Status

2012 annual goal has been set at 50,000 (monthly goal: 4,167) Timeliness data on pothole filling will be generated via 311 reporting, beginning in Q2

Critical Parties

Public Works, ITI

12

NOTE:

Number of

working days

varies by

month due to

weather

8,299

6,226 5,437

6,044

3,035 3,125 3,223 2,748

2,104 2,515

5,393 5,189

-

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000

9,000


Potholes Filled by Month

Monthly Goal: 4,167

Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12

Avg # Filled per Work Day 152 174 157 139 136 165 157 169

Total # Working Days 20 18 20.5 19.7 15.5 22 17 15

152 174 157

139 136 165 157 169

20 18 20.5 19.7 15.5 22 17 15 0

20

40

60

80

100

120

140

160

180

200

Average Potholes FIlled Per Working Day


363 369

182

273 245

274 243

579

-

100

200

300

400

500

600

700

Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12

Catch Basins Cleaned, by Month

Catch Basin Cleanings Rebound After Mardi Gras

Efforts

Source: Department of Public Works Weekly Maintenance Reports, February 2012 13

Issue

Catch Basins when blocked can cause severe flooding in neighborhoods, damage streets, and cause damage to cars and homes.

Status

2012 annual goal has been set at 4,200; monthly targets vary due to seasonality

Critical Parties

Department of Public Works, Sewerage and Water Board

Monthly Goal: 350

QualityofLifeSTAT May 3, 2012 14


Tree Work Order Timeliness for Non-

Emergency Work Orders Improves Issue

Tree trimming and removal prevents damage to public and private buildings

Status

GIS mapping and optimization of work patterns in process ITI will work with Parkways to design 311 protocol for implementation during 2nd half of 2012

Critical Parties

Parks and Parkways ITI OPA

18 Source: Department of Parks and Parkways Database Export as of 3/9/2012

NOTE: Tropical Storm Lee (September 2011) generated significant

backlog of work orders

96

46

43 44

96

40 55

44 33

87

43

66 49

95

74

61

44 66

98

92

103 85

99

87

56

33

35

38

51

70

9 8

6 4

7 8

13 12 11

14 17

18

21 23

17

0

10

20

30

40

50

0

20

40

60

80

100

120

140

160

180

200

Nu

mb

er

of

We

eks

to

Clo

se N

on

-Em

erg

en

cy W

ork

Ord

ers

Co

un

t o

f W

ork

ord

ers

Non-Emergency Work Order Response Time

Non-Emergency Workorders Emergency Workorders Weeks to Close Non-Emergency Workorders


Forestry Activity Remains In Line With Historic

Patterns Issue

Tree trimming and removal prevents damage to public and private buildings

Status

Ongoing ITI will work with Parkways to design 311 protocol for implementation during 2nd half of 2012

Critical Parties

Parks and Parkways

19 Source: Department of Parks and Parkways Database Export through 3/9/2011

Contact Info: Non-Emergency 658-3200; Emergency 911

33 24 33 14 9 3 14 4 - 3 17 3

33 59 44 67 58 93

173

26 11 17 11

21 34

92 120 107 126

108 84

143

224

139 101

618

166

93

54

57 63

99

56 90

77

64

33

28

49

117

82

-

100

200

300

400

500

600

700

800

Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12

Work Orders

Removals

Trims

Emergencies

No WorkNeeded/Private Trees


Bandit Sign Coordinated Enforcement

Efforts Yield Continued Success

Source: Department of Parks and Parkways and Department of Sanitation Monthly Illegal Sign

Spreadsheet, Parkways Working Sign List, Department of Sanitation Monthly Reports 4/16/12

Issue

Bandit Signs signal neglect in neighborhoods, create visual clutter, and are private use of public space for advertising

Status

Monitoring efforts continue

Critical Parties

Sanitation, Parks and Parkways

20

Note: Approximately 4,300 of the signs removed in

October were related to the October 22nd elections

1,914

3,881

1,361

1,628

1,880

368

828

2,310

1,633

5,147

333

662 630

186

614

-

1,000

2,000

3,000

4,000

5,000

6,000

Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12

Bandit Signs Removed


Sanitation Ranger & Quality of Life

ABOs, Litter, and Tire Dumping

Source: Department of Sanitation Monthly Report 4/16/2012 21

Issue

Illegal dumping sites are a risk to public health and contribute to a sense of neighborhood neglect

Status

Sanitation is working on call classification so that variations based on types of calls can be detected.

Critical Parties

Sanitation, NOPD

Follow-Up

• Should a target

be set?

166

104

91

6 2 8

0

20

40

60

80

100

120

140

160

180

200

Apr-11May-

11Jun-11 Jul-11 Aug-11 Sep-11 Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12

Inspections 98 14 95 64 89 53 124 186 153 166 104 91

NOPD Summons 0 0 10 1 4 8 12 6 10 6 2 8

Sanitation Enforcement Activity


Sanitation Maintains Momentum While

Integrating with NOLA311

Source: Department of Sanitation Monthly Report 4/16/2012

Issue

Dumping sites are a risk to public health and contribute to a sense of neighborhood neglect

Status

Included in initial 311 rollout Work Order intake system with mapping needed

Critical Parties

Sanitation

22

1,034 722 626

1,489 1,559 930

4,836

1,378

2,078

-

1,000

2,000

3,000

4,000

5,000

6,000

October November December January February March

Tires Removed, by month

2011

2012

133

40

89 102

46 46 45

28

65

0

20

40

60

80

100

120

140

October November December January February March

Illegal Dumping Sites Cleared

2011

2012


Alcohol Beverage Outlet Cases Prosecuted

Issue

Alcoholic Beverage Outlets operating in violation of their regulations can become sites of violent incidents and create noise, litter, and parking violations that interfere with neighbors' quality of life

Status

Ongoing enforcement efforts 311: routing and tracking of nuisance cases? Exploring strategies for ABCB to hear additional nuisance cases each month

Critical Parties

Law, NOPD, Safety and Permits

Source: Law Department, April 2, 2012 23

22 22 23

20 19

15

0

5

10

15

20

25

Oct-11 Nov-11 Dec-11 Jan-12 Feb-12 Mar-12

ABO Tax & Nuisance Cases Prosecuted, by month as of March 31st, 2012


Evaluation Form

● Are you a city employee or a member of the public?

● On a scale 1-5, how useful was this meeting to you (1= least useful and 5= most useful)?

● What’s working?

● What’s not working?

Quality of Life Stat May 3 2012

Technology

Transcript of Quality of Life Stat May 3 2012