Review CSR recommendations with 311

[katelunceford]

Meeting with 311 10/25/24

• 311 - Carrie
• DTS - Kate, Christina, Charlie

Agenda

• Review recommendations that directly deal with 311

[katelunceford]

Meeting notes 10/25/24

Update Check Service Status website

• Carrie: 30 days might be a limitation of motorolla / cwp - don’t know
  • 311 is getting an update from cwp next week - that might be one of the things on the push
• Traffic Sign Emergency was selected not to be on the platform by the division
  • This is a very complex service request that pages out to your staff - it’s possible TPW staff would get a page at 2 AM that’s not actually an emergency
  • SMD doesn't want anyone/everyone to be able to flag something as an emergency
  • Carrie will look into if we can have it on the check status website and not on the intake options
  • Example: City Vehicle Service Request was emergency and 80-85% of the SRs were not actually emergencies
• Parking Machine Issue is not on the mobile app or cwp
• Traffic Sign Emergency
• Dig Tess

Creation and closure messages CAN be customized

• Right now they're stock/standard - very generic
• 311 is working on a project to update the creation and closing messages
• Closure email has Service #, Service request Type, last outcome but no details
  • “Repaired pothole” but no details

Standard language of activity details

• Upon creation, do we really want them to call TPW? If they have a question at this stage, we want them to call 311. Empower 311 staff to communicate the steps happening. That's their job :)
  • Carrie recommends using a 311 contact
• For closing activity, it might make more sense to include a TPW contact to reach out to if the resident has further questions

Do other COA departments send specific details with their closing emails?

• Carrie: NO

SLAs

• Every single SLA was reviewed during standardization project in 2021
  • Does this fit your business? Does it only take 2 days?
• Carrie: During a meeting 1-2 weeks ago, executives want to change SLAs and provide 2 within a service request
  • It will be REVIEWED within 5 days
  • It will be RESOLVED within 10 days

Duplicates

• 311 will not stop entering a SR no matter how many times we get it
• Carrie: Duplicates are based on time + distance/location (not person)
  • 311 has a proximity search in the duplicate processing search
  • TPW can dictate the time and location parameters and then let 311 know to update them\
• Charlie: Right now we don’t get requester information from 311 in our data
• A couple of frequent flyers - reports a LOT of electric vehicles

311 CAD - Client Agreement Document

• Spells out how TPW/311 relationship should work
• Not something most executives have seen recently (maybe a long time ago, but not recently)