Transcription
311 System - CustomerRequest Management SystemReplacementDallas City CouncilOctober 18, 2017William Finch, CIOCommunication & Information ServicesMargaret Wright, Managing Director311 Customer Service CenterCity of Dallas
Presentation Overview Background/HistoryProcurement ProcessScreen ShotsImplementation PlanNext Steps2Government Performance & Financial Management
Background/History Customer Request Management System CRM System Documents, routes and tracks 400,000service requests annually for 311 nonemergency services received by phone,online, or via app Current software (Motorola) in use since20023Government Performance & Financial Management
Background/History, cont’d 311 Customer Service Center Open 24/7/365 Handles over 1 million calls per year (311, WaterCustomer Service, Court Services) Dispatches urgent calls for field services for 6departments CRM system administration Configures, routes and reports on 400 servicerequest types handled by 38 City departments GIS mapping of service requestsGovernment Performance & Financial Management4
Background/History, cont’d5Government Performance & Financial Management
Customer Concerns Current system is outdated Has any work been done on my servicerequest? My service request is closed, but I don’t seeany progress on the problem What do you mean, “unable to confirm/locateproblem”? The mapping function on the mobile appdoesn’t work6Government Performance & Financial Management
Customer Service Goals for NewSystem Visibility for customers through the life cycle ofservice request Easier service request creation andmanagement Communication about service requests viacustomer’s preferred channel (text, email,online, app, social media) Improved visualization of service requestactivity (dashboards, maps)7Government Performance & Financial Management
Procurement Process Request For Proposal advertised September2016 Notifications sent to 391 vendors 25 chambers of commerce 2 advocacy groups (i.e. DFW MinorityBusiness Council and Women’s BusinessCouncil-Southwest) Fourteen proposals received November20168Government Performance & Financial Management
Evaluation Process Evaluation committee consisted of employeesfrom the following departments: 311 Customer Service CenterCode ComplianceCommunication and Information ServicesOffice of BudgetSanitation ServicesPublic WorksOffice of Procurement Services**Office of Procurement Services only evaluated the proposed pricing9Government Performance & Financial Management9
Evaluation Process, cont’d Evaluation Criteria: CostCapability and ExpertiseFunctional match to City RequirementsTechnical match to City RequirementsBusiness Inclusion & Development Plan30 points15 points20 points20 points15 points Fifty-five percent of possible points focused onvendor’s capability and how well proposedsolution matches City’s needs10Government Performance & Financial Management10
Evaluation Process, cont’d On-site presentations made in March & April2017 by: Incapsulate/Salesforce IBM/Microsoft NTT Data/Salesforce AST Corporation/Oracle 3Di, Inc. Incapsulate and IBM teams were thenshortlisted for further consideration and finalscores Selected vendor team: Incapsulate/Salesforce11Government Performance & Financial Management11
Salesforce CRM Salesforce is ranked as the world’s leadingcloud-based Customer Service Operationplatform Salesforce’s Software-as-a-ServiceGovernment cloud platform is secure,scalable and reliable Data stored on the Salesforce platform isreplicated to alternate Salesforce datacenters in other areas of the U.S. to supportthe City’s business continuity objectivesGovernment Performance & Financial Management12
Addressing Customer Pain Points Ability to change/transfer a service requesttype without changing the service requestnumber or closing the original request Service Request activity-based notifications Dashboards, improved mapping, andreporting CRM Cloud Based always on the most upto-date version of the software13Government Performance & Financial Management
311 Experience Incapsulate/Salesforce team implementedconversion from Motorola CRM to Salesforcefor Washington, DC 311 and Baltimore 311(inprogress) Salesforce CRM also used by Denver,Boston, Orange County, and Indianapolis311 centers14Government Performance & Financial Management
Screen Shots Service Request Input (web and mobile app) Dashboard samples15Government Performance & Financial Management15
Citizen View 1—Select the RequestGovernment Performance & Financial Management16
Citizen View 2—Select Location“Focus Area”17
Citizen View 3—Describe Issue“Focus Area”18
Citizen View 3—Review Report19
Citizen View 5—Get Service Request Number20
Citizen View 6—View List of Recent Requests21
Citizen View 7—View Map of Recent Requests22
Citizen View 7–Sample Request via Mobile App23
Citizen View 8—Sample Mobile App Confirmation24
Council View 3—Citywide Overview25
Council View 4—Citywide Data26
City of Washington DC 311 - Department ViewSTREET CLEANING1600 PENNSYLVANIA AVECreated: September 29, 2017Status: On TimeService Request Number: 17-47191527
Implementation Plan Project Kickoff: November 2017 Customer Journey Mapping sessions Get the “outside-in” perspective Identify the most significant customertouchpoints Streamline number of service request (SR)types Simplify the steps to report issues Minimize City jargon28Government Performance & Financial Management
Implementation Plan, cont’d Configure system Service Requests Knowledgebase Dashboards and reports Mobile app Integration with other City systems Migrate existing data to new system Train 800 city staff Estimated go-live: August 201829Government Performance & Financial Management
Next Steps Council consideration of contractauthorization on October 25 Progress reports to GovernmentPerformance & Financial Managementcommittee during project implementation30Government Performance & Financial Management
311 System - CustomerRequest Management SystemReplacementDallas City CouncilOctober 18, 2017William Finch, CIOCommunication & Information ServicesMargaret Wright, Managing Director311 Customer Service CenterCity of Dallas
Appendix: Service Request Volume byDistrict FY .8%6.7%Government Performance & Financial Management3232
Appendix: Most Common Service Requests FY 17Service Request TypeNumberCreatedSLAGoalAverage Daysto CloseTotalOn-TimeHigh Weeds27,12620 days1660.6%Litter24,01920 days1662.1%Garbage Roll Cart21,4267 days2.2100%Signs - Public Right of Way18,8585 days.695.9%Garbage - Missed18,4363 days.999.3%Obstruction Alley/Sidewalk/Street16,43945 days1987.2%Dead Animal Pick Up14,9351 day.397.3%Recycling Roll Cart13,4417 days2.695.81Bulky Trash Violations11,5977 days5.179.4%24 Hour Parking Violation10,7957 days3.989.3%Government Performance & Financial Management3333
Appendix: 311 Call Volume311 Customer Service CenterCall Volume1,200,0001,000,000800,000Animal SvcsStorm Water600,000Courts TotalWater Total400,000311 16-1734Government Performance & Financial Management34
Final Score TabulationExperience & sinessInclusion &Development .1214.0018.1417.0015.0087.26IBM/ tch20%BusinessInclusion te/SalesforceIBM/ MicrosoftCost30%Experience & .0064.14--11.1413.4315.0015.0054.1735Government Performance & Financial Management35
311 Customer Service Center Open 24/7/365 Handles over 1 million calls per year (311, Water Customer Service, Court Services) Dispatches urgent calls for field services for 6 departments CRM system administration Configures, routes and reports on 400 service request types handled by 38 City departments
