TPW should implement a standard formula to calculate the 311 CSR metric "Percent Completed On Time," which is used by many different groups for various types of work. Currently this metric is calculated differently across different reports or dashboards, resulting in mismatching numbers for the same metric. Mismatching numbers cause confusion and distrust in what's being reported. We need to uncover the differences in reporting formulas and decide on one standard formula moving forward.
For example, SMD's dashboard reports [%] while the 311 SR Response dashboard reports [%]
SMD % - in the “late” category, it includes any CSRs that are open at the time of the report. But some are simply in progress and they have longer service agreements than one month and/or it was submitted recently. They're not technically late but they're being counted as such.
This approach gives incentive to close SRs as soon as possible, but it doesn't paint an accurate picture of the work
Maybe we should include "in progress" to capture the work that's not on time or late yet
Dash % - counts CSRs as late once they're actually late
There is something in 311's system that flags SRs as overdue/late because there's a report sent out on that
To Do
[x] Gather all 311 reports floating around TPW (TPW, legacy ATD, legacy PWD) #17024
To be able to answer: Who is sending what to whom and how often?
Carrie at 311 emailed a copy of all the 311 reports sent to TPW; reports are saved here
Meeting with 311 to go over the reports they send and different ways this metric is calculated
[x] Fill in this spreadsheet to track variations of the metric #17025
Each row is group that uses this metric
Columns track the dashboard/report, data source, formula calculation, and notes
DTS will fill in Dash, SMD, & AMD
OPM will fill in SBO & Parking
[x] OPM & DTS will check in again to look at all the different ways we are calculating the measure
To decide if we're ready to bring this forward to leadership or if more work is needed
[x] Present our findings and recommendations to the executive team to make decisions #17026
Summarize info gathered in a presentation format
Schedule time with Jim D.
Present to Jim D. with a goal to identify one formula TPW uses moving forward
[ ] Update formula across all reports & dashboards to the new standard #18173
Coordinate with SMD so they're aware of the change & ask that they update their dashboard
Coordinate with any other report recipients/owners who will be affected
There are SO MANY people who use/enter info on CSRs at TPW - and a lot of them do it differently
Trying to fix this in Maximo seems like a big technical challenge
DTS can’t fix this because its dependent on business processes & DTS doesn’t have the power to change that - maybe we could partner with OPM
OPM can work on the business processes
Define what completed on time means for each work group
Increase the service level agreement visibility
Write a report on all the ways the dept uses CSRs + a standardization recommendation that would better track and show the work being done across the department
DTS can open up the data to make these problems visible
OPM is happy to help us navigate the conversation of standardizing the 311 Completed on Time reporting
OPM will be reaching out to Parking and SBO because these two use the 311 CSRs completed on time as a performance measure and will find out which report they use to capture that metric
We will then review that report to determine how the measure is calculated
Christina created a shared document and will include documentation on what report Arterial Management and Signs & Markings are using to calculate this metric
After that, OPM and DTS will check in again and look at all the different way we are calculating the measure.
Potentially will want to bring our findings and options for calculating the the executive team so they are able to participate in the decision making
In the past, 311 has said that you can close a CSR if the work is scheduled
If we report on CSRs and their status via Maximo or Knack and there's a problem with one of those systems, then there's a problem with our data. It would be better to use data directly from the source - 311
TPW should implement a standard formula to calculate the 311 CSR metric "Percent Completed On Time," which is used by many different groups for various types of work. Currently this metric is calculated differently across different reports or dashboards, resulting in mismatching numbers for the same metric. Mismatching numbers cause confusion and distrust in what's being reported. We need to uncover the differences in reporting formulas and decide on one standard formula moving forward.
For example, SMD's dashboard reports [%] while the 311 SR Response dashboard reports [%]
To Do