reno direct 2009 customer relationship managment presentation

Huntsville 2009 CRM Showcase - June 2, 2009

City of Reno – Huntsville 2009 CRM Showcase

214,853 population (2008 est.)

$405,792 customer service budget

$427.6 annual budget (FY2008/09)

Community Profile

Synopsis

• Issues– Citizen and staff confusion w/where to start– Unresolved complaints– Nonresponsive to customers

• Committed to proactive, responsive & accountable government

City of Reno – Huntsville 2009 CRM Showcase

Management Philosophy and Culture

City of Reno – Huntsville 2009 CRM Showcase

Innovative Solutions

• Provide easy access to local government

• Two-way value• Connecting to citizens

“Thank you for promptly removing graffiti in the past. All of my emails to Reno Direct have been taken care of very quickly.”

-Reno CitizenCity of Reno – Huntsville 2009 CRM Showcase

Implementing a Call Center

• Barriers– Limited funds– Departmental buy-in– Logistics– Knowledge Management

“In the past I have used this service with a very positive response. I am thankful for Reno Direct.”

-Reno CitizenCity of Reno – Huntsville 2009 CRM Showcase

Key Decisions

• What department• Supervision• Funding• Staffing level• Hours of operation• 311 or 7-digit

“I have called a number of times. Potholes, stop sign issues and more. Thank you for all your help in the past.”

- Reno Citizen

City of Reno – Huntsville 2009 CRM Showcase

Implementation

• Reallocation of funding

• Staffing

• Call center location

• Call center infrastructure

“My email was answered clearly, courteously and in a timely fashion. Thank you so much!”

- Reno Citizen

City of Reno – Huntsville 2009 CRM Showcase

The Evolution

• Software

• Hardware

• Operations

• Reporting

• Expansion/Outreach

City of Reno – Huntsville 2009 CRM Showcase

Results

• Improved customer service

• Increased accessibility

• Centralized tracking• Accountability• Timeliness

• Efficient resource allocation

• Identify emerging issues

• Additional resource for EOC activation

• Satisfied Elected Officials

City of Reno – Huntsville 2009 CRM Showcase

Real World Advice

• 311 vs. 7-digit• 24-hour operation?

– Once you go 24-hours, you can’t take it back!

• Two-way communication• Training is imperative• Top down & bottom up buy-in• Dumping ground• Flexibility

City of Reno – Huntsville 2009 CRM Showcase

Ready for More?

• Examples of statistical data• Used by management as a tool for decision-making

City of Reno – Huntsville 2009 CRM Showcase

City of Reno – Huntsville 2009 CRM Showcase

Weekdays 6AM – 6PM

Phone, Fax, Email, Walk-in, US Mail

Jodi Barbara

Kristine Danalyn

City of Reno – Huntsville 2009 CRM Showcase

14,536 service requests

38,000 communication occurrences

78% of citizens satisfied

with our RESPONSIVENESS

City of Reno – Huntsville 2009 CRM Showcase

City of Reno – Huntsville 2009 CRM Showcase

31% reduction in

department’s INITIAL RESPONSE

74% faster COMPLETION

TIME as compared to 2006

Average Service Requests Per Day

City of Reno – Huntsville 2009 CRM Showcase

15

33 34

53

33

15

10

3 3

30

20

19

0

10

20

30

40

50

60

2003 2004 2005 2006 2007 2008

Avg SRs Received Per Day Avg Days to Complete

City of Reno – Huntsville 2009 CRM Showcase

Graffiti Removal – 2,238

Abandoned Vehicles – 1,876

Illegal Parking – 1,473

Code Enforcement Debris Private Property – 384

Code Enforcement Undefined – 400

Top 5 Service Requests

City of Reno – Huntsville 2009 CRM Showcase

Ward 3 – 27.6%

Ward 1 – 22.3%

Ward 5 – 17.9%

Ward 4 – 17.8%

Ward 2 – 14.3%

Service Requests by Ward

It’s really about customer service…

City of Reno – Huntsville 2009 CRM Showcase

Source: www.simpletruths.com

Michael Chaump | 775.785.5858 | chaumpm@cityofreno.com

City of Reno – Huntsville 2009 CRM Showcase