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Home My WebLink AboutIR 10532 INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 21-10532 To the Mayor and Members of the City Council January 12, 2021 Page 1 of 5 i i7 Y SUBJECT: COMMUNICATIONS & PUBLIC ENGAGEMENT CUSTOMER CARE rrn TEAM AND MYFW APP: A YEAR IN REVIEW The purpose of this Informal Report is to give an update on the MyFW app and Customer Care operations during fiscal year 2020. Customer Care staff is comprised of the City Call Center and the MyFW team. They are a division of the Communications & Public Engagement Department. City Call Center The City Call Center outperformed Average Speed to Answer in Seconds FY2019 in every metric. Average Speed to Answer in FY2019 0.40 0.45 0.35 0.40 averaged 40 seconds to answer a call 0.30 ' 0.35 compared to FY2020 average of 23 0.25 0.30 seconds. 0.20 0.25 0.20 0.15 0.15 0.10 0.10 Calls were answered 17 seconds 0.05 0.05 faster. 0.00 0.00 PJ�s- �TTAAverage -FY19Average -FY20Average Another key metric for the call center is Service Level % where we answer service Level 80% of our calls in 60 seconds. 9500 88.00 9000 86.00 84.00 FY2019 77.47% compared to 85.85% 8500 82.00 Service Level in FY2020 represents 8000 80.00 8.38 percentage points 7500 78.00 76.00 improvement. 70 00 74.00 6500 72.00 cJa ESL% -FY19Average -FY20Average ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 21-10532 To the Mayor and Members of the City Council January 12, 2021 Page 2 of 5 i i7 Y SUBJECT: COMMUNICATIONS & PUBLIC ENGAGEMENT CUSTOMER CARE rrn TEAM AND MYFW APP: A YEAR IN REVIEW My FW FY2020 shows an increase in all Apps and Web Intake channels using the MyFW system. 2500 z000 1500 Resident App — 1000 ..... Residents identified 18,179 issues. 500 0 Web Intake — ell, PQc 191, > 411 Jle F�e Residents entered 12,371 requests. Worker App — MyFW Ops App MyFW App —Web Intake ••••••••• Linear(MyFWOpsApp) Employees identified and worked ......... Linear(MyFwApp) ••••••••• Linear(Web Intake) 7,336 opportunities to serve the city. Text In FY2020, MyFW added Text MyFW Text 45 messaging. 40 35 To match our service with the app, 30 the text feature was designed 25 around our service requests so the •••.......... 15 text will go directly to the work order 10 system. While unique to Citibot, it is 5 a requirement for MyFW. ° e-ee Working with Citibot we were able to incorporate COVID texts as well in the new build. During the pandemic we have seen an increase in requests. ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 21-10532 To the Mayor and Members of the City Council January 12, 2021 Page 3 of 5 i i7 Y SUBJECT: COMMUNICATIONS & PUBLIC ENGAGEMENT CUSTOMER CARE rrn TEAM AND MYFW APP: A YEAR IN REVIEW Expanding and Improving Requests An "Other" category was added to the app while we continue to move other departments into the MyFW system. This allowed staff to identify the top departments to incorporate into the app during the next phase. By using data to drive the app phases, we are able to address the top issues that residents are reporting. The City Call Center manually processed all Other requests, App- Other- Phase 3 Priority transferring the requests to the TXDOT correct departments. By using these Public Events data, they identified 705 requests MyFWTeam ; where users needed more flexibility in Fire ; the app. Aviation Development Services Forestry Police 0 20 40 60 s0 100 120 Using these data, staff was also able Current Requests on the App chose other to identify the requests currently on the app where the user selected Environmental Other. Staff found that 137 of the 396 Parking Meters requests are Code Compliance Stormwater requests. We are using this — Construction information to look into changing the verbiage so it is more resident Code Enforcement-Vehicle friendly. Animal Care and Control Parks Traffic Count 0 20 40 60 so 10C 120 140 ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 21-10532 To the Mayor and Members of the City Council January 12, 2021 Page 4 of 5 i i7 Y SUBJECT: COMMUNICATIONS & PUBLIC ENGAGEMENT CUSTOMER CARE rrn TEAM AND MYFW APP: A YEAR IN REVIEW Data-Driven Decisions Just as staff is using data collected from the app and call center to determine how we should expand and add service requests, the information is also made available to departments so they can use the data to improve their operations and service delivery. Regular reports are provided to department leadership so they can see the trends and activity for their department. Customer Care staff also meets regularly with departments to review reports and make sure departments are getting the information they need. Staff will be meeting with Mayor and Council to determine which reports you might find helpful. Our goal is to have the information available online in the near future. Staff is now working with the Planning & Data Analytics Department to determine how we can make this data available to the public on a regular basis. We intend to launch an online portal in the next few months. This will provide transparency and accountability for our internal and external audiences. Call vs. App While the Call Center staff is very Average Call Handle Time versus App Time efficient handling a variety of calls, 4 with an average of 3.07 minutes 3.5 Average Handle Time, an app zs request will always be more Z efficient saving the resident time to 1.5 enter with an average time of less 1 than a minute. The MyFW app is n.s available 24 hours a day, seven n ��°fit ��¢ ��t >'°Ja �a �� PQ�\ jai >Jce 'J�d P`��yL �eF�et days a week. Reported issues will 6 '� be visible in the work order system �° a1ce 5eQ faster than by calling. —Average Handle Time -Average App Time COVID-19 Assistance To assist the Emergency Operations Center, the City Call Center began fielding COVID-19 Hotline calls on March 16. In FY2020, a total of 5,813 related contacts were handled. This includes phone calls, email, voicemail, and chat. This was in addition to the regular call center operations. Staff also worked with Code to streamline the Hotline calls for Consumer Health and Environmental. MyFW team expanded the MyFW app in response to COVID-19 and a request from our councilmembers to add flexibility to the app. COVID-19 Requests through the app offered residents a quick and easy way to report COVID violations and to receive information from the app itself. ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 21-10532 To the Mayor and Members of the City Council January 12, 2021 Page 5 of 5 i i7 Y SUBJECT: COMMUNICATIONS & PUBLIC ENGAGEMENT CUSTOMER CARE rrn TEAM AND MYFW APP: A YEAR IN REVIEW Phase 3 Phase 3 of the MyFW build launched in December 2020. We met with 18 departments and are expanding two departments' current use by adding divisions or adding the MyFW Worker app. Utilizing the data from the MyFW Citizen app staff was able to identify what residents want to see on the app and determine the priorities for Phase 3. Phase 3 Rollout We are expanding Park & Rec by adding two Neighborhood Services more areas to MyFW for an intake system for Park & Rec their VueWorks work order system. Police Water We are expanding Solid Waste to include the Aviation MyFW Worker app to gain efficiencies for their Development Services Ivanti work order system in the field to complete HR - Risk Management requests. Solid Waste Directions Home We are also offering to internal departments for Diversity & Inclusion Economic Development their workflow management system to aid the Fire departments in defining Service Level Library Agreements within the City. Finance ITS Planning & Data Analytics Public Events Municipal Courts Education Strategies To gain momentum, we added geographic layers to the system for upcoming departments and added frequently asked questions (FAQs) to MyFW for the future departments in the system. Once completed, all public-facing departments will be accessible on the MyFW App, MyFW Text and MyFW Web Intake. The internal departments will have a workflow system choice to be able to identify their average handle time of requests. We look forward to our residents embracing the virtual access points to our city services and using this information to improve our customer outreach and education. For any questions, please contact Sharon Gamble, Communications and Public Engagement, at Sharon.gamble@fortworthtexas.gov or 817-392-5094. David Cooke City Manager ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS