Director s Message. Several accomplishments for 2012 include:

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1 ANNUAL REPORT Denver 311 provides an informative community link for non-emergency City services and also an accessible information exchange between citizens and local government. Denver 311 accomplishes this by offering a high level of customer care that focuses on personal, timely, efficient, accurate and measurable service.

2 Director s Message The Denver 311 team is proud to present the 311 Contact Center Annual Report for This report presents a high level summary of the accomplishments of a dedicated team that strives to offer world class service to the citizens of the City and County of Denver proved to be no less of a challenge than years past due to budget constraints and resource shortages. Denver 311 employees met this challenge head on and put government information and services in the hands of the citizens at anytime, from anywhere, using various channels to ensure the best experience possible. Several accomplishments for 2012 include: A comprehensive strategy was created for the use of social media, particularly Facebook and Twitter. Citizens can now download the Denver 311 application to their iphone or Android phone. A new and improved Denver 311 web site ( allows citizens to open their own service requests, send an or help themselves by accessing multiple FAQs and self help information videos. A 2012 internal audit conducted by the Denver Auditor s Office included a citizen survey which shows 88-92% of those citizens who have interacted with Denver 311 are satisfied with their experience. Denver 311, for a second year in a row, won the Citizen Engaged Community designation from the Public Technology Institute in November. Denver 311 is in good company with cities like New York, Sacramento, San Francisco and Philadelphia. Denver 311 will continue to look for best practices in the customer service arena by offering the citizens multiple channels to communicate their concerns or requests for services and information. We strive to provide our citizens with accurate information and service the first time, every time. As mentioned many times in the past, I am extremely proud of what the Denver 311 team has accomplished over the years and 2012 is no exception. They continue to deliver time and time again and this annual summary is dedicated to this team. Without them none of the accomplishments and superior customer service would be possible. I salute each and every one of them. Michael J. Major Director, Denver 311 Contact Center Operations 2

3 CITIZEN ENGAGED COMMUNITY DESIGNATION PUBLIC TECHNOLOGY INSTITUTE PTI created the Citizen-Engaged Communities Designation program to recognize excellence in multi-channel contact centers and best practices for the use of Citizen Relationship/Records Management (CRM) systems, 311 services, web portal technology, telephony systems and mobile communications infrastructure. The four areas local governments are scored in are: o Citizen Participation Processes (information, service requests, complaints, interactive business applications and forms, surveys, focus groups, suggestions, chats) o Integrated Communication Channels (contact center, self-service Web and automated phone systems, walk-ins, neighborhood stations, contact center linkage with service departments, mobile citizens and mobile crews) o Integrated Technology (311, CRM, Web 2.0 applications, VoIP telephony, GIS, work management, mobile communications, knowledge-based data repositories) o Performance Reporting (external citizen metrics, customer-driven internal service metrics, use of real-time data, service level agreements for contact center and service departments) o Denver 311 is in good company. Throughout the country only 10 cities with populations over 300,000 including New York, Sacramento, San Francisco, Miami-Dade and Philadelphia received the Citizen-Engaged Community Designation. The City & County of Denver is a proud recipient of the Citizen Engaged Community recipient for and

4 TOP ACCOMPLISHMENTS FOR 2012 Customer Satisfaction A 311 Audit that was conducted in 2012 by the Denver Auditor s Office revealed the following statistics: 93% of external users were satisfied with the courtesy of the 311 call center agents. 88% of 311 users have been satisfied with their experience. 86% were satisfied with the knowledge of the 311 call center agents. 56% of these users were very satisfied. 15% of all non-emergency calls to Denver 911 are routed to % of Denver 311 users reported that their issues were resolved through their use of % of users reported that their issues were resolved with one contact to 311. Social Media Denver 311 has enhanced its social media presence on Facebook and Twitter. We currently partner with several agencies re-tweeting information to reach a broader audience. Mobile phone apps were also launched in 2012 for the iphone and Droid, as well as for the Windows systems to provide more convenient and efficient options for constituents to contact 311. A Blackberry app is expected to launch in the future. Training and Development The staff of Denver 311 participated in approximately 100 mandatory and elective training opportunities that were provided through internal and external sources including Career Service Authority, FEMA, Colorado Emergency Response Team and Mountain States Employer Council. Staffing Seasonal On Call Staff Denver 311 continues to utilize on call staffing for increased Motor Vehicle, Treasury, Assessment and Election call volume. 4

5 Projects Denver 311 Online Help As part of the Customer Experience Improvement Program, the Denver 311 online help site was improved in several ways. An increased number of cases are now auto-routed to agencies (including graffiti and neighborhood complaints), informational links are provided so users can find the answers to their questions, and GIS mapping is integrated, enhancing address validation for complaints. Denver 311 Website Denver 311 s website was revamped and 311 Online Help and the 311 department website are now integrated. Features of Denver 311 s website include a Top 10 Inquiry list (with links to information), reports and statistics, an improved customer satisfaction survey, leadership bios, How To Denver Videos and tips for using Denver 311. Agency Partnerships We continually strive to strengthen our existing partnerships by encouraging open communication and a direct relationship between Agency Liaisons and 311 Specialists. Outreach and Community Involvement Charitable Donations The employees of Denver 311 are on-going contributors and a key point of contact to various fund-raising activities, including but not limited to, Denver Gives School Supply Drive, Cancer Buddies, Pet Supply Drives, Adopt a Family Event. Registered Neighborhood Organizations and City Event Participation In 2012 we expanded our outreach to 8 council districts (up from 5 in 2011). We also attended 44% more Registered Neighborhood Organization (RNO) meetings than in Denver 311 also attended the following events in 2012: Mayor s Cabinet in the Community (Montclair) DPS 8 th Grade Career Fair INC Annual Neighborhood Conference DPD (District 4) Commander Meeting 9 th Annual Senior Resource Day DRCOG (Denver Regional Council of Governments) Aging Initiative. In 2013, we are expanding our outreach to other interest groups and organizations such as senior citizens, recreation centers and schools. This additional outreach will continue to increase public awareness and understanding of

6 STATISTICAL DATA Below are metrics comparing 2011 and 2012 statistical data, including the percentage change year-over-year. STATISTICAL COMPARISON CHANGE Total Calls Handled 404, , ,601 Average Handle Time 3:44 3:45 +0:01 Average Speed of Answer 2:10 2:04-0:06 Service Level 20s) 33% 34% +1% Total Cases Created 405, ,998* First Call Resolved (FCR) 46% 44% -2% Case to Call Ratio 100% 94%* -6% Online Cases 32,458 25,009-7,449 Number of 311 Agents No change *On-calls were not required to create a case for calls transferred to 311 Queue, thus reflecting a decrease in the number of cases created and the case to call ratio Definitions Total Calls Handled: the total number of calls Denver 311 Agents handled for the given time frame. Average Handle Time: the average amount of time it takes a Denver 311 Agent to handle a citizen inquiry. This is a combination of talk time and work time. Average Speed of Answer: the average amount of time it takes to answer a call within a given time frame. Service Level: the percentage of calls answered within 30 seconds. Total Cases Created: Denver 311 Agents create cases for almost every call they receive. First Call Resolved: cases that are resolved at first contact indicate inquiries for which callers were helped on their first contact with Denver 311 and did not need to be conference / transferred (or a case queued) to another agency. Online Cases: online cases are those submitted to Denver 311 through , self-service, Denver 311 Help or mobile app. Calls vs. Cases: Denver 311 Agents create a CRM case for approximately 92% of the calls they receive. Examples of calls for which Denver 311 Agents are not required to create a case include wrong numbers, hang ups, static calls and dead air calls. Case to Call Ratio: even though Denver 311 Agents create cases for most calls, a 100% Case to Call Ratio isn t the target, or even realistic. A high case to call ratio may reflect the number of cases created that 1) didn t come in as a phone call and 2) came in on a list for which multiple cases were created. 6

7 ADDITIONAL 2012 STATISTICS The following chart represents the top 10 call topics that constituents were inquiring about throughout The following chart represents the number of cases that 311 was able to resolve by first contact that did not require additional work by a partner agency

8 The following charts represent a snapshot of 2012 volume by month. *Increase in call volume due to Presidential Election in October 8

9 2011 & 2012 DENVER 311 INTERNAL VOLUME Case types classified as Denver 311 internal volume may relate to the City but are not specific to City agencies (e.g. directions to the Webb building). They may be requests for the State of Colorado, federal agencies, 411, or transfers to speak with a City and County of Denver employee. The data below compare Denver 311 internal volume from 2011 and DENVER 311 TOPICS: % DIFFERENCE IN VOLUME % DIFFERENCE Out of Jurisdiction 18,105 18, Employee Transfer 12,575 10,034-2,541 General Inquiry 8,578 4,699-3, ,751 1,454-1,297 Mediation Long Distance Employee Inquiry CORA Request Total 42,220 34,431-7,789 The data below compare Denver 311 internal volume to overall volume in 2011 and DENVER 311 TOPICS: % OF OVERALL VOLUME % DIFFERENCE Out of Jurisdiction 4% 4.5% 0.50% Employee Transfer 3% 2.5% -0.50% General Inquiry 2% 1.2% -0.80% % 0.037% -0.56% Mediation 0.02% 0.03% 0.01% Long Distance 0.02% 0% -0.02% Employee Inquiry 0.006% 0.01% 0.00% CORA Request 0.004% 0.01% 0.01 Total 9.65% 8.29% -1.36% 9

10 LOOKING AHEAD: 2013 GIS Map for Denver 311: Denver 311 is working with the GIS team to create a Denver 311 specific GIS map that contains functionality that will improve our ability to assist both our callers and the agencies to whom we provide support. Emergency Response Plan: Denver 311 is taking steps to identify and obtain the resources and to document the business processes required to provide operational support to the Emergency Operations Center during a citywide emergency. Auto Attendants: Denver 311 is currently evaluating Treasury and Motor Vehicle auto-telephone-attendants to determine if more efficient and effective service options are available. Chat: Denver 311 is currently exploring integrating a Chat function into its catalog of contact methods. Information Management: In order to more effectively utilize available tools and quickly and efficiently access a multitude of miscellaneous information, Denver 311 is improving how it manages information. Technological Advancements: Denver 311 is exploring technology enhancements like skill based call routing, increased marketing and queue announcers to effectively increase our efficiency. 10

11 APPENDIX Denver 311 Cumulative Data: Number of Calls Offered Number of Calls Handled Online Case Volume Service Level Average Speed of Answer Average Handle Time Number of 311 Agents Average Calls Per 311 agent Calls Resolved on First Contact Hours of Operation (per week) Number of Agencies / Services Integrated w/ , , , , , , , , , , , , , ,993 1,636 4,882 3,569 5,264 29,260 32,458 25,009 74% 66% 74% 77% 53% 33% 34% 0:26 0:43 0:32 0:27 1:10 2:10 2:04 2:32 2:40 2:38 2:58 3:16 3:44 3: ,157 18,627 21,563 20,022 20,308 22,466 23,499 66% 52% 57% 58% 53% 46% 44%

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