Evanston 311Evanston 311 1 1stst Quarter Report Quarter Report

Joe McRae, Assistant to the City ManagerJoe McRae, Assistant to the City Manager

Sue Pontarelli, 311/EPD Service Desk SupervisorSue Pontarelli, 311/EPD Service Desk Supervisor

Successful LaunchSuccessful Launch

GO LIVE on March 1, 2011 at 7amGO LIVE on March 1, 2011 at 7am

First caller: Alderman Jane GroverFirst caller: Alderman Jane Grover

Press Conference at 3:11pmPress Conference at 3:11pm

11stst Quarter Overview Quarter Overview

Call VolumeCall Volume

11stst Quarter Totals Quarter Totals

31,483 Calls Received31,483 Calls Received 28,880 or 92% Calls Handled 28,880 or 92% Calls Handled 2603 or 8% Calls Abandoned2603 or 8% Calls Abandoned

Phased cut over of Dept main lines to 311Phased cut over of Dept main lines to 311

Trending: Receive approx 124,000 calls Trending: Receive approx 124,000 calls Average of 1.6 calls per resident a yearAverage of 1.6 calls per resident a year

11stst Quarter: Calls Handled Quarter: Calls Handled

7834

10607 10439

0

2000

4000

6000

8000

10000

12000

March April May

Daily Call Volume: Week & Daily Call Volume: Week & Weekend CombinedWeekend Combined

253

354337

0

50

100

150

200

250

300

350

400

March April May

Daily Calls Handled:Daily Calls Handled:Weekday OnlyWeekday Only

327

480449

0

100

200

300

400

500

600

March April May

Daily Call Volume: Weekend OnlyDaily Call Volume: Weekend Only

40

58

63

0

10

20

30

40

50

60

70

March April May

11stst Quarter: Call Volume Stats Quarter: Call Volume Stats

Average Daily (week/weekend): 315Average Daily (week/weekend): 315 Average Weekday: 419Average Weekday: 419 Average Weekend: 54/dayAverage Weekend: 54/day

Busiest days: Monday, After Holiday,Busiest days: Monday, After Holiday,

Water Shut offWater Shut off

Slowest day: SundaySlowest day: Sunday

Monitor weekends over SummerMonitor weekends over Summer

11stst Quarter Overview Quarter Overview

Service RequestsService Requests

Service RequestsService Requests

4537 Total Service Requests4537 Total Service Requests

Service Requests increased by 111% from Service Requests increased by 111% from March to AprilMarch to April

Average 49 service requests per day Average 49 service requests per day (weekday/weekend)(weekday/weekend)

Majority for Public Works DepartmentMajority for Public Works Department

Total Service Requests by MonthTotal Service Requests by Month

955

1532

2050

0

500

1000

1500

2000

2500

March April May

Average Daily Service Requests Average Daily Service Requests

31

51

66

0

10

20

30

40

50

60

70

March April May

Service Requests by DepartmentService Requests by Department

7%

1%

1%

8%

1%

1%

3%

7%

5%

57%

9%

0% 10% 20% 30% 40% 50% 60%

Admin

Clerk

CMO

CED

Fac Mgmnt

Fire

Health

PRCS

Police

Public Works

Utilities

1st Ward5%

2nd Ward17%

3rd Ward9%

4th Ward10%

5th Ward12%

6th Ward14%

7th Ward12%

8th Ward9%

9th Ward12%

Service Requests by WardService Requests by Ward

Top 5 Service Requests –Web QATop 5 Service Requests –Web QA

1.1. Trash – Special PickupTrash – Special Pickup

2.2. Trash – Missed PickupTrash – Missed Pickup

3.3. Broken Parking MeterBroken Parking Meter

4.4. Trash Cart – LargeTrash Cart – Large

5.5. Trash – Missed Recycling PickupTrash – Missed Recycling Pickup

Lessons LearnedLessons Learned

Residents appreciate City’s commitment to Residents appreciate City’s commitment to quality customer servicequality customer service

Police Department perfect fit for 311Police Department perfect fit for 311

Be a Good Neighbor – Chicago 311Be a Good Neighbor – Chicago 311

Heavy week day call volume - modified Heavy week day call volume - modified staff schedulestaff schedule

311 vs 911: Not much confusion311 vs 911: Not much confusion

Work in ProgressWork in Progress

Opportunities for EfficiencyOpportunities for Efficiency

Groot – Refuse CollectionsGroot – Refuse Collections

Scheduling Building InspectionsScheduling Building Inspections

Broken Parking MetersBroken Parking Meters

Abandoned AutosAbandoned Autos

Feedback Data Collection: Engage Feedback Data Collection: Engage Evanston, Veolia, Yellow Line StudyEvanston, Veolia, Yellow Line Study

Future DevelopmentsFuture Developments

Evanston 311 Mobile App – Fall 2011Evanston 311 Mobile App – Fall 2011

Text Message 311Text Message 311

Spread the Word: Farmers’ Markets, City Spread the Word: Farmers’ Markets, City Festivals, events, Ward meetingsFestivals, events, Ward meetings

Evanston 311Evanston 311

Open 7am – 7pm, 7 days a week 311 Open 7am – 7pm, 7 days a week 311

Voicemail available overnight or option to Voicemail available overnight or option to talk to Police Service Desk.talk to Police Service Desk.

24/7 access: 24/7 access: www.cityofevanston.org/311www.cityofevanston.org/311

Evanston 311:Your Key to the CityEvanston 311:Your Key to the City

THANK YOU!THANK YOU!