Cincy Stat Tenets 1 Accurate Timely intelligence shared

Cincy. Stat Tenets 1. Accurate & Timely intelligence shared by all 2. Effective tactics and strategies 3. Rapid deployment of resources 4. Relentless follow-up and assessment

Customer Service Requests and Call Center � FY 16 Customer Service Performance Agreement Priority: Focus on delivering high quality customer service to all Cincinnati residents and department customers by using data driven tactics and strategies to continuously improve. Develop a service catalog of all transactional services provided by the department and begin collecting data on volume of requests and turnaround times. Look to establish methods for receiving customer service feedback.

Customer Service Requests: CAGIS App Demonstration

Fieldwork: Observation Graffiti Truck, corner of Vine Street and W Clifton Ave.

“Trash: Request for Collection” SRs 5/24/15 – 6/6/15

Improperly Categorized SRs: Top 10 (January 2014 – Present)

Improperly Categorized SRs: Top 10 (January 2014 – Present)

Improperly Categorized SRs: “Trash: Improper Set Out” This means “Trash: Improper Set Out” SRs were mislabeled as “Litter/Private Property” 246 times

Improperly Categorized SRs: “General Repair, Street” This means that “General Street Repair” SRs were mislabeled “Pothole Repair” 402 times.

Improperly Categorized SRs: “Default: MSD”

Improperly Categorized SRs: “Yard Waste, RTC”

Improperly Categorized SRs: “Street Cleaning”

Improperly Categorized SRs: “Sign Down/Missing”

Improperly Categorized SRs: “ODOT”

Improperly Categorized SRs: “Litter, Private Property”

Improperly Categorized SRs: “Recycling, Request to Collect”

Improperly Categorized SRs: “Slippery Streets”

Top “Wrong Categories” for SRs (January 2014 – Present)

CSRs initially mislabeled “City Default” are actually…

CSRs initially mislabeled “Pothole Repair” are actually…

CSRs initially mislabeled “Trash, Request for Collection” are actually……

Personnel by Division Department of Public Services: FTEs Total: 412 CFM; 28 ADMIN; 8 [CATEGORY NAME], [VALUE] TROD; 146 FLEET; 67

Fleet Services Division FTE: 65 Total Hours Worked: 130, 784

Neighborhood Operations Division FTE: 163 Total Hours Worked: 318, 176

Traffic & Road Operations Division FTE: 145 Total Hours Worked: 284, 992

Vacancies Current Position Vacancies by Division

Employee Turnover by Division Employees with Less than 1 year in Classification NOD TROD Fleet

Appendix

Department Organization

FY 16 Performance Agreement Priorities: � Blight Reduction on Private Lots � Right of Way & Gateway Greenspace Maintenance � Trash Policy � Fleet � Facilities � Snow & Ice Removal � Change Orders � Energy Conservation � Purchasing Centralization & Economic Inclusion � Customer Service

Data Reporting: Bi-weekly Reporting Template

Data Reporting & Cincy. Stat Meetings

Service Requests: Improperly Marked “Closed”

Service Requests: Improperly Marked “Closed”

Service Request: Call Center Process

Service Request: App/Website Process

SR Improperly marked “CLOSED”

Cincy. Stat Tenets 1. Accurate & Timely Intelligence shared by all 2. Effective tactics and strategies 3. Rapid deployment of resources 4. Relentless follow-up and assessment