Evanston 311 1 st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor.

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Presentation transcript:

Evanston st Quarter Report Joe McRae, Assistant to the City Manager Sue Pontarelli, 311/EPD Service Desk Supervisor

Successful Launch GO LIVE on March 1, 2011 at 7am First caller: Alderman Jane Grover Press Conference at 3:11pm

1 st Quarter Overview Call Volume

1 st Quarter Totals 31,483 Calls Received 28,880 or 92% Calls Handled 28,880 or 92% Calls Handled 2603 or 8% Calls Abandoned 2603 or 8% Calls Abandoned Phased cut over of Dept main lines to 311 Trending: Receive approx 124,000 calls Average of 1.6 calls per resident a year Average of 1.6 calls per resident a year

1 st Quarter: Calls Handled

Daily Call Volume: Week & Weekend Combined

Daily Calls Handled: Weekday Only

Daily Call Volume: Weekend Only

1 st Quarter: Call Volume Stats Average Daily (week/weekend): 315 Average Weekday: 419 Average Weekday: 419 Average Weekend: 54/day Average Weekend: 54/day Busiest days: Monday, After Holiday, Water Shut off Slowest day: Sunday Monitor weekends over Summer

1 st Quarter Overview Service Requests

4537 Total Service Requests Service Requests increased by 111% from March to April Average 49 service requests per day (weekday/weekend) Majority for Public Works Department

Total Service Requests by Month

Average Daily Service Requests

Service Requests by Department

Service Requests by Ward

Top 5 Service Requests –Web QA 1.Trash – Special Pickup 2.Trash – Missed Pickup 3.Broken Parking Meter 4.Trash Cart – Large 5.Trash – Missed Recycling Pickup

Lessons Learned Residents appreciate City’s commitment to quality customer service Police Department perfect fit for 311 Be a Good Neighbor – Chicago 311 Heavy week day call volume - modified staff schedule 311 vs 911: Not much confusion Work in Progress

Opportunities for Efficiency Groot – Refuse Collections Scheduling Building Inspections Broken Parking Meters Abandoned Autos Feedback Data Collection: Engage Evanston, Veolia, Yellow Line Study

Future Developments Evanston 311 Mobile App – Fall 2011 Text Message 311 Spread the Word: Farmers’ Markets, City Festivals, events, Ward meetings

Evanston 311 Open 7am – 7pm, 7 days a week 311 Voic available overnight or option to talk to Police Service Desk. 24/7 access: Evanston 311:Your Key to the City

THANK YOU!