Perform first review of OPM's report & add DTS' recommendations

[katelunceford]

Draft DTS' findings and recommendations here.

From Paige:

To summarize the deliverables for the CSR Public Communication Project so far, we drafted this ​TPW CSR Public Communication Project: Executive Summary.

It would be amazing if you could add any recommendations you all have identified to this document. Also totally open to your feedback + thoughts!

Meeting 10/10/24 between OPM & DTS (Paige, Nick, Adriana, Kate, Charlie, Susanne, Christina, Dianna, Peggy

[katelunceford]

Recommendations to include

• Standardize/define terms
  • CSR vs SR
  • SR type names need to be standardized/updated with 311
  • Response - divisions should agree on what it takes to close an SR, a standard definition of "response"
• Update SLAs to match the work process and realistic timeline
• Standardize activity details to include
  • An intro to set expectations of process and timeline
  • An ending to summarize work completed
• Include all open SRs on 311's Check Status website; even ones that don't have updates in the last 30 days; even emergency SR types
  • This will require executive conversations
  • As a workaround for longer SLAs, could post an activity at least once every 30 days

Notes to highlight

• Current limitations of 311's Check Status website
  • Does not include SRs with an activity posted >30 days ago (what about SRs with longer SLAs and longer time between activities?)
  • Does not include emergency SR types
  • 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?
• 311 CSRs are sometimes used for internal processes, not just for residents
• Different channels for a resident to make a request + get/find updates
  • App
  • Phone
  • Web

[katelunceford]

Meeting 10/10/24 between OPM & DTS (Paige, Nick, Adriana, Kate, Charlie, Susanne, Christina, Dianna, Peggy

Next Thursday meet with DMs of relevant divisions To say we’re close, and ask, are we accurate Review the recommendations Don’t want to go to the executive with recommendations before we consult with DMs End of October meet with Jim – presentation or just talk through the executive summary

PROCESSES Paige: At a glance, 4-5 bullet points this is what happens (similar to Austin Water, which is what Richard reqeuested) The SOURCE of the request should be included Changed Shared Mobility Services team 311’s

UPDATED LANGUAGE Diana: When you call in 311, 311 reads a response that’s very similar --> Check with 311 – we could coordinate with them to update that or Transportation Engineering (and all engineering groups really) just go and do a field check – they don’t use a work order system If we have an updated staff member, this verbiage will need to be updated – this would be cumbersome maybe to update an automated – it’d be easier to update Resident will see a specific person and hold onto that, miss any other notes. --> Let’s use a resource account instead of a single person

Comments of 311’s limitations – last 30 days

Highlight the different channels to submit requests and get followup

311 has leaned into app to make it better; before that it was easier to search