Customer Service and Communication. July 7, 2015 kcstat.kcmo.org

Transcription

1 Customer Service and Communication July 7, 2015 kcstat.kcmo.org 1

2 Customer Service Goal (the What ) and Objectives (the How ) Goal: Create an internal culture that operationalizes the focus on the customer across all services provided by the city Objectives: 1. Implement goals and objectives of the FY Citywide Customer Service Goals and Objectives 2. Require that all departments identify customer needs, demands, and expectations and regularly seek their feedback 3. Improve online accessibility by providing self-service options for various types of transactions 4. Adopt, implement and maintain strategic communications business plan that executes the City Council s business plan 5. Develop strategic citywide communication/marketing plans, both internal and external 6. Serve our diverse citizenry by exploring ways to communicate effectively in multicultural situations 2

3 Customer Service: How we measure it 3

4 Customer Service 4

5 Measuring customer service at the highest level: Citizen Satisfaction 2014 National Average = 41% Source: Citizen Survey, 2006-FY15 Q1 (kcstat.kcmo.org) 5

6 Citizen Satisfaction with the City s Customer Service by Demographics More Likely To Be Satisfied With Customer Servs Age 55+ Used bulky pick-up Used website Homeowners More Likely To Be Satisfied AND Dissatisfied With Customer Emplos Contacted 311 Age or Income <$30K Visited community center Male Live in 3 rd District 1 st and 3 rd Districts Visited park More Likely To Be Dissatisfieds Source: Citizen Survey, FY2015 Contacted WSD Age Hispanic Attended public meeting Victim of crime Satisfaction with customer service from city employees Used ambulance service 4 th and 5 th Districts Had contact with Municipal Court 6

7 Objective: Implement goals and objectives of the FY Citywide Customer Service Goals and Objectives Related Measurements: Progress on Goals and Objectives 7

8 Measuring Timeliness and Satisfaction Source: 311 Service Request System and 311 Customer Survey (kcstat.kcmo.org) 8

9 Measuring Timeliness of Addressing 311 Service Requests Source: 311 Service Request System and 311 Customer Survey (kcstat.kcmo.org) 9

10 Oversight for Citywide Customer Service Goals and Objectives Ongoing efforts to improve customer service Highlighted Current Initiative: Review of all form letters sent to citizens by city departments City Communications Highlighted Future Initiative: Review of all 311 Standard Solutions in the PeopleSoft System 311 and City Communications 10

11 OBJECTIVE: Require that all departments identify customer needs, demands, and expectations and regularly seek their feedback Related Measurements: 311 Timeliness and Satisfaction by Department Work Group Customer Service Measurements in Business Plans Department Report Outs on Customer Service 11

12 Citizen Satisfaction with how well your issue was resolved via % 80% 60% 40% 20% 0% How well your issue was resolved via 311 Dissatisfied/Very Dissatisfied Neutral Satisfied/Very Satisfied 17% 16% 14% 27% 22% 24% 56% 62% 63% FY2013 FY2014 FY2015 How well issue was resolved by have you contacted 311 8% 4% 3% 8% 16% 38% 30% Yes 44% 34% 15% No Very Dissatisfied Dissatisfied Neutral Satisfied Very Satisfied Have you contacted 311? 12

13 CUSTOMER SATISFACTION (% Satisfied) Most Emphasis Needed Need to Assess Timeframes 311 Matrix FY % 90% 80% 70% 60% 50% WSD CSD Office WSD CH Staff KCPD Parking PW Streetlights HD Rat WSD SW Billing WSD Remittance WSD Lab MC Cust Svc PR North PW Signs HD Food PW D3 PW SW NHS NPD PR Forestry WSD WW NHS AHPS PW SW Admin PR Planning WSD Restoration PW D2 PW Dist 1 WSD SW WSD MFS WSD CSD PW ST Adm PW Rural ROW HD Noise PR Landscaping NHS NPD Abate WSD Pipeline WSD Leaf Brush PW Signals PR South PW Capital HD Bedbugs PW Traf Studies PW Snow Admin WSD Admin PR Central CMO 311 PW Admin WSD Billing PW Preserv CMO 311 Support CMO 311 Sups WSD Ice Abate PW Traffic Permits PW Snow PW Sidewalks NHS AHPS Admin WSD SW Engin WSD CSD Sups CMO PIAC PR ROW MOW WSD W&S Engin CPD Investigations Maintain Service Level Need to Assess Quality Law 40% 20% 30% 40% 50% 60% 70% 80% 90% 100% TIMEFRAME (% Closed within Established Service Level) Source: Peoplesoft CRM 311 Service Request Data and 311 Customer Survey 13

14 CUSTOMER SATISFACTION (% Satisfied) Most Emphasis Needed Need to Assess Timeframes 311 Matrix FY % 90% 80% 70% 60% 50% WSD Lab KCPD Parking WSD SW Engin NHS NPD PR North HD Noise WSD SW Billing WSD Pipeline PW Streetlights WSD Admin PW Signals WSD WW PW Capital PW Signs HD Rat WSD Remittance PW Dist 1 WSD Restoration PW SW Admin WSD Billing PR Forestry PW ST Adm WSD SW WSD MFSWSD Leaf Brush PW D3 PR Forestry Technical NHS AHPS PW Rural ROW PW D2 WSD CSD WSD CSD Sups PR South PW Preserv PW SW PW Traffic Permits PR Central WSD W&S Engin PW Traf Studies Law PW Sidewalks Maintain Service Level Need to Assess Quality NHS AHPS Admin CPD Permit Compliance 40% 20% 30% 40% 50% 60% 70% 80% 90% 100% Source: Peoplesoft CRM 311 Service Request Data and 311 Customer Survey TIMEFRAME (% Closed within Established Service Level) 14

15 CUSTOMER SATISFACTION (% Satisfied) Matrix Comparison: FY14 to FY15 100% FY14 FY15 90% % 70% 60% % 40% 20% 30% 40% 50% 60% 70% 80% 90% 100% TIMEFRAME (% Closed within Established Service Level) 15

16 Category/Type/Detail Reporting Enhanced data capture in 311 customer record system will allow for greater data analysis Allows a more detailed description of the caller s issue 16

17 Citizen Use of 311 Call Center Source: Citizen Survey 2007-FY15 YTD (kcstat.kcmo.org) 17

18 Citizen Satisfaction with 311 Call Center Source: Citizen Survey FY10-FY15 (kcstat.kcmo.org) 18

19 Customer Service Provided by 311 Source: 311 Customer Survey and Cisco Call Center (kcstat.kcmo.org) 19

20 311 Abandonment Rate Source: 311 Customer Survey and Cisco Call Center (kcstat.kcmo.org) 20

21 311 Call Volume by Days of the Week Average abandonment rate on Monday: 22.7% Average abandonment rate on Thursday: 6.4% Source: Cisco Call Center ( 21

22 Average Time to Answer (Minutes) 311 Average Speed of Answer by Day Average Time to Answer in Minutes 1 min, 50 sec 1 min, 16 sec 1 min, 15 sec 54 sec 50 sec Monday Tuesday Wednesday Thursday Friday Source: Cisco Call Center, January June

23 Callback Technology Callback technology allows a caller to hang up instead of being placed on hold Caller would remain in the call queue and the software will generate a call back when the caller moves to the top of the list Call volume on certain days would potentially prevent agents from having time to conduct outgoing calls Example: Calls received on Monday, June 22 = 2,933 One call taker handles 12 calls per hour or 84 (FT)/72 (PT) calls per shift Dividing total calls received by average of 80 calls per staff 37 staff would be needed to fully implement a call back system on Monday, June 22 Callers left in queue at the end of the day would need a call back, making staffing and shifts unpredictable 23

24 OBJECTIVE: Improve online accessibility by providing self-service options for various types of transactions Related Measurements: Percent of 311 service requests via web or Twitter Citizen satisfaction with ease of using 311 via web Department Reports 24

25 Phone System Wrap Up Codes Top 10 Wrap-Up Data Categories

26 # of Calls Municipal Court Talk Time Frequency 70 Municipal Court Talk Times June Number of minutes per call 26

27 Efforts to reduce call volume to 311: Municipal Court Online Ticket System Go Live is late summer 2015! The new online system will allow customers to search for their ticket information by First/Last name independent of knowing their ticket number current system requires both name AND ticket number 27

28 Channels for 311 Service Requests 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 96% 92% 91% 2007 (80,965) 85% 82% 79% 78% 79% 77% 5% 3% 3% 1% 2% 4% 4% 4% 5% 5% 4% 4% 1% 1% 1% 3% 4% 7% 9% 11% 15% 15% 19% 3% 4% 2% 1% (132,834) (127,926) (112,007) (105,895) (102,233) (102,075) (96,160) Year (Number of Service Requests) 2015 YTD (48,048) % Phone % Other* % % Web *Other includes fax, Twitter, mail, and walk-ins Source: 311 Service Request System 28

29 Citizen Satisfaction with Ease of using 311 via Web 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 13% 10% 9% 40% 34% 38% 48% 56% 53% FY2013 FY2014 FY2015 Dissatisfied/ Very Dissatisfied Neutral Satisfied/ Very Satisfied Ages more likely to be dissatisfied; ages more likely to be satisfied Source: Citizen Survey, FY13-FY15 29

30 311 Web App and Enhancements Enhancements coming! Drop-down list will soon include a most requested services, especially useful during emergency events 30

31 Online Map Enhancements Adding a new alert layer Will allow citizens to see relevant alerts about city services that matter to them 31

32 February March April May June July August September October November December January February March April May June July August September October November December January February March April May June Service Request via Twitter Source: 311 Service Request System (

33 311 Twitter Activity What s getting Tweeted 33

34 311 Response to June 25 th Storm Abandonment 4000 Average Day - Sum of Calls Received Average Day - Sum of Calls Handled Storm - Sum of Calls Received Storm - Sum of Calls Handled Rate 25% 51% 25% 18% Friday Monday Tuesday Wednesday 34

35 Citizen Engagement and Communications 35

36 Measuring Citizen Communications at the Highest Level: Citizen Satisfaction 2014 National Average = 38% Source: Citizen Survey, 2006 FY15 Q3 (kcstat.kcmo.org) 36

37 OBJECTIVE: ADOPT, IMPLEMENT AND MAINTAIN CITY STRATEGIC COMMUNICATIONS PLAN Related Measurements: Progress on Strategic Communications Plan 37

38 Update on Strategic Communications Plan Objectives: Actions: Data + public input = Decisions Make it easier to find information Open & responsive communication with residents Consistent branding & messaging Website & Printed publications Social media & online conversations Videos Community engagement activities 38

39 Internal Process and Message Alignment Data-driven audit helped define process! Design & Events Media & Writing Videos & Photos Project Management Status Sheet Creative Brief Creative Video Production Engagement Publications Communications Toolbox Strategy & Media Digital Media 39

40 Your City Communications Team Strategic Planning Project Management News Releases & Messaging Benchmarking Corporate Branding QA/QC for creative projects Corporate Identity Creative projects Video Production Video Direction Video Editing Manages Channel 2 Programming & station activities Strategist & Project Manager Brand Manager Graphic Designer Video Producers Chief Engineer Manages Web content & maintenance Web QA/QC Web Manager Manage digital & social activity Manage employee intranet (mykc) Manage My Sidewalk Social Media Manager Writes & Edits publications Publications Editor Execution & communication of internal & external events Community Engagement Liaisons 40

41 OBJECTIVE: DEVELOP STRATEGIC CITYWIDE COMMUNICATION/ MARKETING PLANS FOR EXTERNAL COMMUNICATION THAT: DESIGNATES OWNERSHIP FOR FOLLOW-UP ENHANCES COMMUNICATION WITH CITIZENS EXPANDS COMMUNITY ENGAGEMENT Related Measurements: Citizen satisfaction with availability of information and individual communication channels Citizen satisfaction with involvement of public in decision-making 41

42 Kansas City on Exhibit: The Art of Data 42

43 Kansas City on Exhibit: The Art of Data Community Partnership Citizen Engagement Web Mobile Social Media Video Media/PR 43

44 Kansas City on Exhibit: The Art of Data Page views Exhibit Opening 44

45 Communication: Availability of Information Source: Citizen Survey, 2005 FY15 (kcstat.kcmo.org) 45

46 Satisfaction with Communications By Council District Question/Council District 1 st 2 nd 3 rd 4 th 5 th 6 th Availability of Information More likely to be Very Satisfied AND Very Dissatisfied More likely to be Satisfied More likely to be Very Dissatisfied Usefulness of city s website More likely to be Dissatisfied More likely to be Satisfied More likely to be Very Dissatisfied Level of public involvement in decisionmaking More likely to be Very Satisfied More likely to be Dissatisfied and Very Dissatisfied More likely to be Dissatisfied More likely to be Very Dissatisfied 46

47 How do citizens like to receive information? Source: Citizen Survey, FY13 FY15 (kcstat.kcmo.org) 47

48 Two annual print editions! 48

49 KCMORE Source: Citizen Survey, FY13 FY15 (kcstat.kcmo.org) 49

50 Satisfaction with KCMOre by Age Group 100% 80% 60% 40% 11% 7% Satisfaction w/ content of KCMore by Age Group 2% 2% 5% 6% 8% 9% 6% 3% 49% 46% 56% 49% 50% 48% 1% 4% Very Dissatisfied Dissatisfied Neutral Satisfied Very Satisfied 20% 26% 37% 31% 28% 37% 30% 0% Content of KCMore 7% 4% 8% 10% 8% 9% st 2nd 3rd 4th 5th 6th More likely to be Very Dissatisfied More likely to be Very Dissatisfied/ Dissatisfied More likely to be Very Dissatisfied 50

51 Citizen Satisfaction with Website Source: Citizen Survey, FY10 FY15 (kcstat.kcmo.org) 51

52 Have you visited the city s website in the last year? 100% 50% 0% Visited the website by age 36% 24% 33% 43% 54% 67% 64% 76% 67% 57% 46% 33% No Yes Source: Citizen Survey, FY10 FY15 (kcstat.kcmo.org) 52

53 Citizen Satisfaction with Website By Users 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 4% 4% 4% 4% 11% 6% 10% 9% 30% 44% 31% 43% Usefulness of website by visited website 34% 45% 51% 29% 13% 12% 10% 8% yes (59%) no (41%) yes (56%) no (44%) Very Dissatisfied Dissatisfied Neutral Satisfied Very Satisfied FY2014 FY2015 Source: Citizen Survey, FY15 53

54 Website Visits All data is for March 1 to June 28 for 2014 and : KCMO.gov 2015: KCMO.gov Visits: Unique visitors Unique pageviews 648, , , ,518 Primary Device Used for Visit Desktop Mobile Tablet 1,441,415 1,444, (kcmo.gov) 459, ,943 44, (kcmo.gov) 479, ,722 50,223 Source: City Communications 54

55 Design Effectiveness of kcmo.gov While the visits to the home page are down 18%, nearly every page on the site has seen double-digit increases. This shows that people are finding things easier, either by search or by the clear navigation at the top and footer of every KCMO.gov page. Some of the highest increases among our top 50 pages are: Page Mar 1, Jun Mar 1, Jun % Increase Court Dates and Warrants 16,078 36, % Bulky Item 8,954 25, % Leaf and Brush drop off 9,512 21, % Trash 5,735 14, % Police reports/records 3,230 10, % Vehicle Auction (Tow) 207 8,941 4,219% Claim your vehicle (Tow) 948 8, % Liquor Licenses 1,155 6, % Online Food Handler Training 1,970 6, % Birth/Death Certificates (Health) 1,264 6, % Trash Holiday Schedule 631 5, % Homicides/Crime Stats (Police) 1,717 5, % Recycling Drop Off Centers 826 4, % Missing Persons (Police) 222 1, % 55

56 Social Media Twitter Followers ,300 34,089 35,589 Twitter follower increase ,629 39,259 41,068 42,900 50,000 0 January February March April May June July December Projected Started at 15K in January 2014 and 33K in January Gained 9,517 followers so far in 2015! Projected to hit 50,000 followers by end of 2015! Source: City Communications 56

57 Social Media - Twitter 2,000,000 1,500,000 1,000, ,000 0 Number of Impressions January February March April May June 57

58 Social Media Engagement Strategies Budget Twitter Chat KCStat Live-Tweeting KC Events Cross-Promo 311 service requests 58

59 KCStat Live-Tweeting Tweets & RTs Retweets Favorites Questions Source: City Communications 59

60 Citizen Satisfaction with Channel 2 Source: Citizen Survey, FY11 FY15 (kcstat.kcmo.org) 60

61 Have you Watched Channel 2 in the last year? Source: Citizen Survey, FY11 FY15 (kcstat.kcmo.org) 61

62 Citizen Satisfaction with Channel 2 Quality of Channel 2 by Channel 2 Watchers Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Not available on my tv 7% 23% 52% 10% 8% No 6% 18% 59% 11% 6% Yes 10% 44% 36% 8% 3% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Have you watched Channel 2 by Age 100% 80% 60% 40% 20% 0% Yes (31%) No (50%) Not available on my tv (19%) 18% 21% 20% 19% 18% 14% 63% 55% 48% 49% 47% 52% 20% 25% 32% 32% 35% 33%

63 Citizen satisfaction with Public Involvement in Decision-making 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 43% 40% 38% 38% 36% 37% Satisfied/Very Satisfied Neutral Dissatisfied/Very Dissatisfied 37% 39% 45% 35% 37% 39% 42% 43% 22% 23% 26% 23% 21% 24% 26% 27% 32% 30% 30% 29% 37% 41% 34% 29% FY2010 FY2011 FY2012 FY2013 FY2014 FY2015 Source: Citizen Survey, 2005 FY15 Q1 63

64 KCMOmentum 64

65 Case Study: Storm Response 2015 Inter-departmental & Community Coordination How-to Videos Media Briefing Info-graphic & Maps Social Media Dedicated Web page Channel 2 Coverage 65

66 Case Study: Storm Response 2015 Social 65 Tweets 181 K reach Web: Storm Page 2,000 unique page views 358% Increase in unique views to leaf & brush site (90-1,132 views) Media Info-Graphic How-to video News Releases Nixle 66

67 Top Tweets during the storm Impressions Engagements Conversions 67

68 OBJECTIVE: SERVE OUR DIVERSE CITIZENRY BY EXPLORING WAYS TO COMMUNICATE EFFECTIVELY IN MULTICULTURAL SITUATIONS Related Measurements: Citizen satisfaction measurements Bi-lingual communication efforts Hispanic Community Engagement 68

69 KU Partnership identifies areas for outreach 69

70 Internal Communication 70

71 I know what is going on in the city 71

72 OBJECTIVE: DEVELOP STRATEGIC CITYWIDE COMMUNICATION/MARKETING PLANS FOR INTERNAL COMMUNICATION. I.) REQUIRE EACH CITY DEPARTMENT TO DEVELOP A COMMUNICATIONS PLAN TO ENHANCE INTERNAL COMMUNICATIONS, WITHIN AND BETWEEN DEPARTMENTS Related Measurements: Employee knowledge of their department Management communication with employees 72

73 How city employees get their information Source: Employee Survey (kcstat.kcmo.org) Supervisor, Other Employees, City website and are the most frequently relied on communication methods 73

74 How city employees feel about the ways they get their information Other employees was rated as one of the most frequent ways of getting information, but had a relatively high level of fair/poor ratings 74 Source: Employee Survey (kcstat.kcmo.org)

75 City employees knowledge of the organization Source: Employee Survey (kcstat.kcmo.org) 75

76 MyKC Launched February 5,

77 Fountain Pen 77

78 ElevateKC Internal Communication subcommittee Recommendations Provide City to all employees; provide training via new employee orientation, EJ4 video training, and in-person meetings if necessary Short/Medium term AR directing IT to create active s for all employees Provide access to internet in city buildings via wi-fi and/or internet-connected technology Medium term Assessment of needs and allocation of resources for hardware/network Internal Communication Establish MyKC as main communication channel; establish communication liaisons within departments to serve as content contributors and relay information Facilitate employees in using their own cell phones as technology/communication assets Medium term Medium term Minor IT default changes, more branding/outreach by Communications Division, communication liaison requirement from top down Long term labor class negotiations may be required to fully implement with labor class employees Augment existing communications training for managers and supervisors Short term Consider as part of HRMA or utilize EJ4 to require managers and supervisors to receive training Create an internal "Communications Toolkit" for Departments and Divisions to use. Short term Assign an owner and a deadline. 78

79 Final Thoughts or Questions? 79