Growing Expanding Evolving NYC 311 Size & Scale - Handle Dem - - PowerPoint PPT Presentation

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Jan 08, 2024 101 likes •221 views

NYC 311 New York City 3 1 1 5 + Years and: Growing Expanding Evolving NYC 311 Size & Scale - Handle Dem and and Needs of City That Never Sleeps 4 2 ,0 0 0 Average Calls per Day 3 ,0 0 0 + Unique Services 1 8 0 Languages

SLIDE 1

NYC 311

New York City 3 1 1 – 5 + Years and:

Growing Expanding Evolving

SLIDE 2

NYC 311

Size & Scale - Handle Dem and and Needs of City That Never Sleeps

4 2 ,0 0 0 Average Calls per Day 3 ,0 0 0 + Unique Services 1 8 0 Languages available

Success – as m easured by Perform ance, Custom er Satisfaction, and ultim ately Utilization…

9 6 % Service Level / 6 Second Avg Speed of Answ er Custom er Satisfaction I ndex using ACSI m ethodology = 7 9

Higher than com parable Gov’t and Private Sectors ( CFI , I nc 1 0 / 0 8 )

7 0 Million+ Calls and Grow ing Annually

Challenge - Maintain Accessibility, Accountability, and Transparency w hile Expanding and Evolving to Meet and Exceed Cu$ tom er and Governm ent Need$ .

SLIDE 3

NYC 311

Expansion and Evolution approach aligned w ith Nine I m peratives for Leadership

Be fanatical about great custom er service… Maxim ize efficiency through consolidation, integration…consistency… Use 3 1 1 enabled data and analytics… Deepen the value...platform of choice for inform ation, analytics, and services…

SLIDE 4

NYC 311

Expansion

Health & Hum an Services ( 2 1 1 ) > Multi-Language I VR > Enable Picture & Video Subm ission > 3 1 1 Online Evolution

Becom e m ust- have com ponent of City m arketing cam paigns and program s
Finance, Consum er Affairs, Health, Education
Leverage econom ies of scale to test-and-learn, trial, and experim ent
Election Day readiness, Public Art Projects, Green Support, Ticket Lottery
Use capacity to diversify portfolio:
Outbound Calling, Back-Office, Public-Tabling, Training

W hat’s next

Multi-Channel, Multi-Media Access to I nform ation, Services, and Assistance
Online, Text, Chat, Broadcast, Kiosks, Reverse-9 1 1
As low er-cost, self-service, learning alternatives to traditional call center

SLIDE 5

NYC 311 – Online Event November 13, 2008

Sources:

3 1 1 : The Next W ave

Nine I m peratives for Leadership of 3 1 1 -Enabled Governm ent

NYC CityW ide Perform ance Reporting NYC3 1 1 – Analytics Dashboard

Joseph R. Morrisroe Jessica N. Carr Executive Director Research Assistant NYC3 1 1 and NYC.gov CUNY

SLIDE 6

SLIDE 7

The Mission of NYC 311

Our mission is to:

Provide the public with quick, easy access to all New York City government

services and information while maintaining the highest possible level of customer service – Accessibility

Help agencies improve service delivery by allowing them to focus on their core

missions and manage their workload efficiently – Accountability

Provide insight into ways to improve City government through accurate,

consistent measurement and analysis of service delivery Citywide – Transparency

SLIDE 8

NYC 311 Features

Calls answered 24x7x365 Access to 180 languages Represents nearly 300 City, State, Fed Agencies Offer callers 3,600+ services Receive average of 42,500 calls/ day Calls to date:

ver 70 million

Staff of 450+ call center professionals

Business Intelligence Input: Collects data and publicly reports statistics on NYC.gov

SLIDE 9

Impacts to 911

Annual call volume to 911 has decreased each year since NYC 311

inception—reversing a 34-year trend

NYC 311 to be further positioned an adjunct to 911, as a means of

disseminating critical public information

Annual Call Volume: 911 vs. 311

10.4 11.6 11.8 12.0 11.8 11.6 11.4 10.9 10.7 4.5 10.7 14.4 13.5 15.3 0.0 2.0 4.0 6.0 8.0 10.0 12.0 14.0 16.0 18.0 1999 2000 2001 2002 2003 2004 2005 2006 2007

Millions of Calls

9-1-1 3-1-1

SLIDE 10

NYC 311 Volume Growth

3-1-1 Monthly Call Volume

200,000 400,000 600,000 800,000 1,000,000 1,200,000 1,400,000 1,600,000 1,800,000 2,000,000 1 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39 41 43 45 47 49 51 53 55 57 59 61 63 65 67

Northeast Blackout

188,000 calls 20M

5/9/05

30M

1/17/06

40M

10/18/06 NYC Transit Strike

241,000 calls during first day, the busiest day in 311 history; 50M

6/20/07 February ‘07 Snowstorm

200,000 calls 10 Million Calls

8/25/04

60M

2/14/08

70M

10/15/08 October ‘08 Pre-Election

SLIDE 11

NYC3 1 1 : Daily and I ntra-Day Executive Reporting Exam ples

Distribution includes Mayor, Deputy Mayors, Com m issioners, Agency Heads, Operations

3x Per Day Performance Report: 9a, 5p, 12a From: 311CCM Sent: Thursday, November 13, 2008 12:10 AM To: Exec Call Volume Report Subject: 3-1-1 Call Volume Report for Wednesday, November 12th, 2008 - 12am Below are the call volume statistics for Wednesday, November 12th, 2008 – 12am Period: 5pm – 12am Total Calls Offered: 10,895 Tier 1 Calls Offered: 4,602 Tier 1 Calls Answered: 4,543 Average Answer Delay: 00:03 Maximum Answer Delay: 00:21 Resolved via I VR messaging: 58% Call Volume is Within Expected Range. TOTALS FOR THE DAY: Total Calls Offered: 46,009 Tier 1 Calls Offered: 24,618 Tier 1 Calls Answered: 24,237 Average Answer Delay: 00:10 Maximum Answer Delay: 01:51 Daily Snapshot Report (distributed 9am following day)