katelunceford
commented
4 months ago Notes from meeting w Kate, Charlie & Susanne (because we ran out of time last Data Science Backlog Refinement)
Random Sampling
- We could use Power BI - the 311 dataflow has a column for SR description, workgroup
- Jim asked for by division, but by work group may be easier since it's already in the dataflow
- AW supervisor used PBI to QC - his presentation on it is in a past PBI User Group recording
- The data we're getting from 311 isn't everything - we should also consider flex notes (in the City Data Hub)
- Not sure where the message to the resident is stored - don't think this is currently in PBI
- Likely need both internal side AND public facing part to get the full picture (but does Jim want one over the other more?)
- Need to know: What exactly are we auditing? What do we want to review? This informs the deliverable we'll provide
- Bring this up during next OPM sprint review
- We could maybe link to the CSR website; if you have an account, you can log in
Diagram
- Emphasize this should be at a high level - the process can be very detailed, and also change, so it could become stale quickly
- Ask 311 for a list of all the things they're sending TPW and exactly where/who they're going to; we think that
- A batch goes to Knack
- Another batch goes to MAXIMO
- The rest are handled in 311 directly
This dashboard and diagram will help us understand how 311 Service Request communication flows from TPW back to the requester and public.
Background
Many work groups within TPW respond to 311 Service Requests (SRs) (aka CSRs, or Citizen Service Requests), which anyone can submit to request a service or report an issue in the City of Austin. However, there is not currently a department-wide process or tool to respond to these CSRs. Various work groups have developed various ways of handling and reporting on them. It's unclear how exactly the system works from start to finish, including its tools, data, processes, and roles.
We do know that sometimes CSRs are closed without explanation to the citizen, and that work hasn't actually been completed. The citizen makes multiple requests, becomes frustrated (reasonably so), and then contacts city leadership if it's still not resolved. TPW should do our part to provide timely, informative updates to our citizens, which will in turn reduce the number of frustrated residents contacting city leadership for issues that fall under TPW's responsibility.
Scope & Deliverables
This project is a partnership between DTS and the Office of Performance Management (OPM).
DTS deliverables
OPM deliverables
Desired Outcomes
With this project, DTS and OPM aim to:
With the goal to align the department on CSR practices to provide consistent, accurate, and timely responses for the public.
Timebox
The findings from this discovery will be presented to leadership in October.
Resources & References
Request details
https://atd-dts.gitbook.io/wiki/product-ops/index-issue-specifications#index-issue-images The first image will be used as the project's thumbnail image on the website.
This Github issue represents a project of Transportation Public Work's Data & Technology Services team. Project status is documented regularly in the comments below.