311: It was here then it was gone and now its back 311 call center - PowerPoint PPT Presentation

C ITY OF N EW O RLEANS NOLA 311 May 19 th , 2012

311: It was here then it was gone… and now it’s back • 311 call center closed doors at the end of 2009 • Common complaints about 311 at that time: – Service requests called into 311 weren’t addressed by departments – Difficult to get through to agents during emergency events – Poor customer service – Call center operations were outsourced, which cost too much • Upon taking office, Mayor Landrieu made restarting 311 a priority

What’s different this time: Rebuilding 311 from the ground up Problem Resolution Call center space is an uninviting and Redesigned the space, adding industry- unwelcome place to work: standard work spaces for agents • Picnic tables with phones and computers Obsolete phone system: Upgraded phone system to latest Cisco Call • Not capable of scaling with demand, leaving Manager callers with busy signals • Incapable of providing reports so managers can effectively run center 311 agents can’t reliably answer questions • Build a service catalog detailing every about City departments service the city provides and who provides it • Build a department-vetted knowledge base containing information about every service 3

What’s different this time: Rebuilding 311 from the ground up Problem Resolution • Service requests made to 311 go into a black Invest in an industry-leading CRM/WOM hole and aren’t responded to by departments application (Lagan) • Map and optimize business processes for City services, integrating 311 and Lagan into dept. business processes • Provide tracking numbers to callers • Integrate Lagan data into QoL Stat meetings (coming soon) • Provide case data online (coming soon) 4

What can you call 311 for? Report an Fix a Fix a Report abandoned traffic signal streetlight No AC/Heat vehicle Prune a Report street tree Graffiti Report a Request a Bandit Sign Street Sign Repaint a Find out about Crosswalk City Services Report a Repave a Request a Repair a Pothole roadway Street Cleaned Sidewalk 5

Initial launch includes 31 service requests Code Public Works Sanitation EOC Enforcement • Maintenance • Operations • Case updates • City-Assisted • Catch Basin • Bulky Waste • Request inspection Evacuation Registration • Culvert • Illegal Dumping • Curb and Ramp • Missed Collection • Ditching and Shoulder • New Recycling Cart • Manhole Cover • New Trash Cart • Pothole • Replace Trash Cart • Sidewalk • Return Recycling Cart • Subsidence • Starting Trash Service • Parking • Stopping Trash • Abandoned Vehicles Service • Billing • Traffic • Request exemption, • New Sign All other service requests will refund or adjustment • Street Light Damaged • Street Light outage be sent to the designated • Street Marking • Street Name Sign departmental liaison that will Missing or Damaged coordinate a response within • Traffic Sign Missing or Damaged their department • Traffic Signal Flashing • Traffic Signal Outage • Traffic Signal Timing 6

For each service request the business process has been mapped • 311 team has worked collaboratively with Road Surface Marking departments to redesign the business processes 311 Agent/Email/ • Upon department approval, the redesigned Web/Mobile 1. Details of the Intake Process are explained in a separate document. All service requests will contain business processes are implemented, full contact details (if available) and complete location details (address/intersection). incorporating 311 as the primary intake source and the Lagan CRM application as the work Work order 2c. Has a utility 2b. New marking, or company been order system of record 2a. Type of marking refresh of existing working at the marking? location? • Call scripting has been incorporated where No possible to ensure consistency and a 7. Utility co. 8. Forward work responsible for professional representation of City departments Yes order details to No 3. Visit repairing utility co. Site marking? No 9. Re-inspect 10. Marking location after 30 4. Utility co. repaired? days working at Yes 5. New marking? 13. Wait for utility location? co. to finish work Yes or Allen Yrle Office Staff Yes 6. Marking suitable for Yes No location? No 17. Close Lagan work order 11. New 14. Move work No marking? order to DPW Traffic Roadway Surface Marking Assigned to Contractor queue Yes 12. Marking 15. When there are enough work orders suitable for No and the weather location? permits, send list of outstanding work orders to contractor Yes Street Marking Contractor 16. Mark roadway surface 7

Coming soon • June – Web and mobile self-service (i.e. submit a service request without having to call 311) – Track service requests online – Publish 311 data to http://data.nola.gov – Add 311 data to QoL Stat meetings • July – September – More departments will be fully integrated with 311 and Lagan – Continuous improvement with existing departments • October – December – Even more departments will be fully integrated with 311 and Lagan – Open knowledge base to public – Integrate Lagan with LAMA (new Permitting/Code Enforcement) 8

Questions? Contact information: Ken Davis, 311 Office Manager kedavis@nola.gov Alan Heatherley, 311 Project Manager apheatherley@nola.gov 9