NYC 311 New York City 3 1 1 – 5 + Years and: Growing Expanding Evolving
NYC 311 Size & Scale - Handle Dem and and Needs of City That Never Sleeps 4 2 ,0 0 0 Average Calls per Day 3 ,0 0 0 + Unique Services 1 8 0 Languages available Success – as m easured by Perform ance, Custom er Satisfaction, and ultim ately Utilization… 9 6 % Service Level / 6 Second Avg Speed of Answ er Custom er Satisfaction I ndex using ACSI m ethodology = 7 9 Higher than com parable Gov’t and Private Sectors ( CFI , I nc 1 0 / 0 8 ) 7 0 Million+ Calls and Grow ing Annually Challenge - Maintain Accessibility, Accountability, and Transparency w hile Expanding and Evolving to Meet and Exceed Cu$ tom er and Governm ent Need$ .
NYC 311 Expansion and Evolution approach aligned w ith Nine I m peratives for Leadership � Be fanatical about great custom er service… � Maxim ize efficiency through consolidation, integration…consistency… � Use 3 1 1 enabled data and analytics… � Deepen the value...platform of choice for inform ation, analytics, and services…
NYC 311 Expansion Health & Hum an Services ( 2 1 1 ) > Multi-Language I VR > > Enable Picture & Video Subm ission > 3 1 1 Online Evolution � Becom e m ust- have com ponent of City m arketing cam paigns and program s � Finance, Consum er Affairs, Health, Education � Leverage econom ies of scale to test-and-learn, trial, and experim ent � Election Day readiness, Public Art Projects, Green Support, Ticket Lottery � Use capacity to diversify portfolio: � Outbound Calling, Back-Office, Public-Tabling, Training W hat’s next � Multi-Channel, Multi-Media Access to I nform ation, Services, and Assistance � Online, Text, Chat, Broadcast, Kiosks, Reverse-9 1 1 � As low er-cost, self-service, learning alternatives to traditional call center
NYC 311 – Online Event November 13, 2008 Sources: 3 1 1 : The Next W ave Nine I m peratives for Leadership of 3 1 1 -Enabled Governm ent NYC CityW ide Perform ance Reporting NYC3 1 1 – Analytics Dashboard Joseph R. Morrisroe Jessica N. Carr Executive Director Research Assistant NYC3 1 1 and NYC.gov CUNY
The Mission of NYC 311 Our mission is to: • Provide the public with quick, easy access to all New York City government services and information while maintaining the highest possible level of customer service – Accessibility • Help agencies improve service delivery by allowing them to focus on their core missions and manage their workload efficiently – Accountability • Provide insight into ways to improve City government through accurate, consistent measurement and analysis of service delivery Citywide – Transparency
NYC 311 Features Calls answered 24x7x365 Access to 180 languages Staff of 450+ call center professionals Represents nearly 300 City, State, Fed Agencies Offer callers 3,600+ services Receive average of 42,500 calls/ day Business Intelligence Input: Collects data and publicly reports statistics on NYC.gov Calls to date: over 70 million
Impacts to 911 • Annual call volume to 911 has decreased each year since NYC 311 inception—reversing a 34-year trend • NYC 311 to be further positioned an adjunct to 911, as a means of disseminating critical public information Annual Call Volume: 911 vs. 311 18.0 15.3 16.0 14.4 13.5 Millions of Calls 14.0 12.0 11.8 11.8 11.6 11.6 11.4 10.9 10.7 10.7 12.0 10.4 10.0 8.0 6.0 4.5 4.0 2.0 0.0 1999 2000 2001 2002 2003 2004 2005 2006 2007 9-1-1 3-1-1
NYC 311 Volume Growth 3-1-1 Monthly Call Volume NYC Transit Strike October ‘08 241,000 calls during first day, 2,000,000 the busiest day in 311 history; Pre-Election February ‘07 1,800,000 Snowstorm 200,000 calls 1,600,000 1,400,000 1,200,000 Northeast Blackout 188,000 calls 1,000,000 800,000 600,000 400,000 10 Million Calls 20M 30M 40M 50M 60M 70M 200,000 8/25/04 5/9/05 1/17/06 10/18/06 6/20/07 2/14/08 10/15/08 0 1 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39 41 43 45 47 49 51 53 55 57 59 61 63 65 67
NYC3 1 1 : Daily and I ntra-Day Executive Reporting Exam ples Distribution includes Mayor, Deputy Mayors, Com m issioners, Agency Heads, Operations 3x Per Day Performance Report: 9a, 5p, 12a Daily Snapshot Report (distributed 9am following day) From: 311CCM Sent: Thursday, November 13, 2008 12:10 AM To: Exec Call Volume Report Subject: 3-1-1 Call Volume Report for Wednesday, November 12th, 2008 - 12am Below are the call volume statistics for Wednesday, November 12 th , 2008 – 12am Period: 5pm – 12am Total Calls Offered: 10,895 Tier 1 Calls Offered: 4,602 Tier 1 Calls Answered: 4,543 Average Answer Delay: 00:03 Maximum Answer Delay: 00:21 Resolved via I VR messaging: 58% Call Volume is Within Expected Range. TOTALS FOR THE DAY: Total Calls Offered: 46,009 Tier 1 Calls Offered: 24,618 Tier 1 Calls Answered: 24,237 Average Answer Delay: 00:10 Maximum Answer Delay: 01:51
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