Scope snapshot of 3-1-1 Service Request activities

[katelunceford]

Define deliverable

• Jim likely wants a summary, not a spreadsheet
• For now, this this a one-off analysis
  • We might want to take another look in 6 months
  • Leadership might be interested in a regular (hopefully automated) QC process in the future
• Do we need to include the actual SR?

Set evaluation parameters

Data sources

• 311 TPW CSR Power BI dataflow
• 311 TPW activities report (to replace manually pulling activity data from the Check Service Status public 3-1-1 site)

Timeframe

• Last 30 days - that's all that's available via the public site

Stats for summary

• Percent completed on time
• Average time open
• If an accurate update is included to the resident or not

External/supplemental data

• Do we need the associated work order?
• Do we need flex notes?

Identify SR types "descriptions" to include

• Identify all divisions that respond to CSRs
• With a manual pull of the Activities, we need a cutoff or this will keep going on and on and on - what is the highest priority / most important to look at now?
  • Jim originally asked for 10 random CSRs from each division that responds to CSRs
  • Richard really cares about the ones that are in the COA Top 20 list (TPW is responsible for 3 of these)
• But with the Socrata 311 Activities dataset, we can easily tap into them all so why not - definitely provides a better picture of the current state
  • A filter could bring up 10 random SRs like Jim originally asked for
• List of 40 TPW CSR Descriptions

[katelunceford]

Notes from meeting w Kate, Charlie & Susanne on 7/8/24 (because we ran out of time last Data Science Backlog Refinement)

• 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
• We could maybe link to the CSR website; if you have an account, you can log in

[katelunceford]

Notes from meeting w Kate & Paige on 7/10/24

• Focus on what is public facing
• Executives will likely want a summary, maybe including
  • Percent accurate
  • Percent complete
  • Number of fields completed
• There are more work groups than there are divisions and some work groups are quite different from one another, so we'd get a better picture if we break it up by work group
• Richard really cares about the ones that are in the COA top 20 list (TPW is responsible for ~5-6 of those)
• DTS & OPM should coordinate when communicating with stakeholders, like division CSR/data contacts

[katelunceford]

Notes from Data Science Sprint Planning on 7/10/24

• Where can we find the top 20 COA list?
• How deep do we go, like for SMD, do we also need to look at the associated work order in Knack?
• Look at CSRs that were closed in the last 30 days
• Provide summary of statistics
  • Can measure percent completed on time
  • But how do you measure "accurate?"
  • Could also look at average time a CSR is open (would show how certain types are immediately closed)
• Ask OPM for more clarification in their sprint review tomorrow
  • Charlie will show them the CSR system and we'll ask what they want to include
• @katelunceford make a spike issue to research this
  • Maybe start with a group we're familiar with, like SMD

[katelunceford]

Data Science Sprint Planning 7/24/24

• In the final deliverable, we should highlight updates that are not available to the public via the 311 site Check Service Status
• In our sample calculations, maybe we exclude emergency SR types
  • to show what the public has access to
  • to keep our scope smaller
• Emergency SR types (like Traffic Sign Emergency for a downed stop sign) are not accessible via the public 311 site
  • Citizen who made the request for a traffic sign emergency doesn't have access to any updates via this site
    • Do they get email update?
  • Who tags it as traffic sign emergency, when, and how?
    • It's not in the 311 request options online/app
    • What if you call in?
    • From Christina: Something is tagged as an emergency through the set of questions 3-1-1 asks while intaking the SR. I don't think citizens can input an emergency SR through the mobile app, but it will automatically get sent as an Emergency Sign SR if they flag a damaged sign that's considered an emergency, which are a few regulatory signs: stop signs, yield signs, one ways and wrong way I think!
• SR types with a SLA timeframe of more 30 days are not accessible via the public 311 site
  • If something is open more than 30 days (which is within the SLA timeframe for some types), the public can't check the status via the public 311 site
  • Can they check it any other way?
• PDF of SLAs (Service Level Agreements) is saved here - TPW on p 32-48

[katelunceford]

Data Science Backlog Refinement 7/31/24

• All of our activities get added with "COMPLETED" but there's another mechanism to CLOSE it - Christina will check with John
• Consider including a PDF from Knack for each SR in the sample - so we can compare 311 vs Knack
  • For Road Markings/Striping - most of the sample shows no Detail Update, but we looked at one and it was actually reassigned to another SR type.
• To build the dashboard, Susanne is using PBI dataflow + manually pulling activities from the Check Service Status motorola site to a spreadsheet
  • We should divvy up the workload so Susanne doesn't have to manually pull all those herself - we can each add to the spreadsheet
  • Christina will send 3-1-1 (Carrie, Hichame, Patrick) a request to create an automated TPW 311 Activities report + ask
    • Which field is used to populate the public website?
    • Are there activities that don't get reported?
  • Maybe we add calculations for
    • How long it's open
    • How many days late
    • % of CSRs that have 3-1-1 feedback activity - certain ones may be inevitable, but maybe others are generally confusing and cause things to fall through the cracks
• To limit the scope, OPM identified 11 SR types that showed up in the City Top 20 and Council District Top 20 reports
  • But these don't include an SR type from each division - we're missing AMD, TED, Utilities, ATSD
• Let's look at more/different parameters to get to our defined scope
  • Include one from each division
  • Look at count per FY
  • Maybe top 10 requests by volume
  • Maybe look at what TPW is responsible for in the top 20 COA list by council district to include more representation across the city
  • Should we include the top SR by volume for each work group (to capture something from each work group even if they're not in the top 20 COA list)

[katelunceford]

Quick check-in with OPM 8/2/24

We're leaning toward only including the top one type of SR from each division

• This is what Jim originally asked for
• He didn't give any feedback about this in the last email, so we will choose :)

For the sample, let's include:

1. ATD - Bicycle & Pedestrian Issues
   • Active Transportation & Street Design (ATSD)
2. ATD - Traffic Signal Maintenance
   • Arterial Management (AMD)
3. PW - School Issues - Crossing Guard
   • Community Services
4. SBO - Debris in Street
   • District Maintenance
5. SBO - Pothole Repair
   • District Maintenance
6. ATD - Special Event
   • Office of Special Events (OSE)
7. SBO - Street Resurfacing
   • Office of the City Engineer (OCE)
8. ATD - Parking Violation Enforcement
   • Parking Enterprise
9. ATD - Shared Micromobility
   • Parking Enterprise
10. ATD - Lane/Road Closure Notification
    • Right of Way Management (ROW)
11. SBO - New Sidewalk/Curb/Ramp/Route
    • Sidewalks & Urban Trails
12. ATD - Traffic Sign Maintenance
    • Signs & Markings (SMD)
13. ATD - View Obstruction and Fencing at Intersection
    • Transportation Engineering (TED)
14. PWD - Tree Issue Right of Way
    • Urban Forestry
15. SBO - Curb/Gutter Repair
    • Utilities & Structures

[katelunceford]

Data Science Sprint Planning 8/7/24

• We landed on 15 SR types 👆
• There's considerable manual effort to pull activities from the Check Service Status site
  • 1-2 days of Susanne's work to pull data for the spike, which has 5 SR types
• To reduce this manual work and meet our deadline we need to request 311 to generate an Activities Report for us
  • Christina will coordinate with 3-1-1 in issue #18594

[katelunceford]

OPM Sprint Review 8/20/24

• There seems to be a perception among city leadership & in the public that SRs are immediately closed out
  • Richard got email from RG about potholes
• A larger understanding of what's done / how we respond is needed
  • Based on the SR type, this is the automatic message sent, it's open for on average this long, and has this many activities on average
• We're just looking at SRs, but there's also
  • Citizen Action Forms (CAFs) - like a CSR via a council member
  • CUIR

Reminder of request

• Jim wants to assess how the public receives communication
• What does the public see? What responses are publicly visible?
• Timeliness is hugely important to Jim

Visuals

• Visuals for 10 SRs from the last 30 days won't really be meaningful
  • Especially ones that have a longer SLA than 30 days
• Since we have the Activities dataset, let's include all the SRs per type - we have the data available, it will give a better picture of what's happening
• Add these visuals
  • Average / median time per SR
• Don't need these visuals
  • % Completed On Time - already on the SR Response dashboard
  • Method Received - already on the SR Response dashboard

Recommendations/notes might should include

• Define terms
  • CSR or SR
• Highlight how the activities are only available online publicly for 30 days
  • What about SRs with SLAs longer than 30 days
  • Emergency SRs aren't listed
  • At any given moment, what's the percentage of open SRs that aren't available to check online?
    • What percent are older than 30 days?
    • What percent are emergency?
    • Anything else not included?

Data workflow definitions

• Choose the top ones to narrow the focus