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Evanston 311 1 st Quarter Report

Evanston 311 1 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.

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Evanston 311 1 st Quarter Report

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

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

  3. 1st Quarter Overview Call Volume

  4. 1st Quarter Totals • 31,483 Calls Received • 28,880 or 92% Calls Handled • 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

  5. 1st Quarter: Calls Handled

  6. Daily Call Volume: Week & Weekend Combined

  7. Daily Calls Handled:Weekday Only

  8. Daily Call Volume: Weekend Only

  9. 1st Quarter: Call Volume Stats • Average Daily (week/weekend): 315 • Average Weekday: 419 • Average Weekend: 54/day • Busiest days: Monday, After Holiday, Water Shut off • Slowest day: Sunday • Monitor weekends over Summer

  10. 1st Quarter Overview Service Requests

  11. 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

  12. Total Service Requests by Month

  13. Average Daily Service Requests

  14. Service Requests by Department

  15. Service Requests by Ward

  16. Top 5 Service Requests –Web QA • Trash – Special Pickup • Trash – Missed Pickup • Broken Parking Meter • Trash Cart – Large • Trash – Missed Recycling Pickup

  17. 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

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

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

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

  21. THANK YOU!

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