1. CharMeck 311 Data and Performance Metrics May 2014

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

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

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

5. 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. 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. 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. 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. 9 Sample Reports

10. 10 Sample Reports

11. 11 Sample Reports

12. 12 Sample Reports

13. 13 Sample Reports

14. 14 Performance Metrics