CharMeck 311 Data and Performance Metrics May 2014

2 You Can’t Manage What You Don’t Measure Leadership Team Focus

3 Enhance Service to Community and Partners and Increase Service Availability  Reduce Expenditures  Increase Agent productivity  Accelerate Cross Training Efforts

4 Leadership Team Focus After people, the next most important resource your center has is TIME

5 Data Drives the Decision Making Process Identifying areas of opportunity  How much time is spent on non-phone activity?  Closely manage meetings and non-essential activities  Focus on personal time and after call work (ACW)

6 Workforce Management What is it?  Forecasting  Scheduling  Reporting Putting the right amount of people, with the right skills, at the right time, to service your customers effectively and efficiently.

7 Results 23K hours gained over 2 years; nearly 14 FTE Eliminated need for new hire class Invested time gained in cross training efforts 38 consecutive months meeting performance goals Budgetary savings invested in CRM implementation and support

8 How Else Do You Use Data? Internal partner department communication Code for America Data Analysis Efforts Open Data proof of concept Quality of Life Studies

9 Sample Reports

10 Sample Reports

11 Sample Reports

12 Sample Reports

13 Sample Reports

14 Performance Metrics