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Home My WebLink About2021/01/12-Attachments-IR 21-10532 - Commun. Public Engage. Customer Care Team. MyFW AppINFORMAL REPORT TO CITY COUNCIL MEMBERS No. 21-10532 To the Mayor and Members of the City Council January 12, 2021 Page 1 of 5 eSUBJECT: COMMUNICATIONS & PUBLIC ENGAGEMENT CUSTOMER CARE ye'?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 FY2019 in every metric. Average Speed to Answer in FY2019 averaged 40 seconds to answer a call compared to FY2020 average of 23 seconds. Calls were answered 17 seconds faster. Another key metric for the call center is Service Level % where we answer 80% of our calls in 60 seconds. FY2019 77.47% compared to 85.85% Service Level in FY2020 represents 8.38 percentage points improvement. Average Speed to Answer in Seconds 0.40 0.45 0.35 0.40 0.30 ' 0.35 0.25 0.30 0.20 ■ 0.25 0.20 0.15 0.15 0.10 0.10 0.05 0.0s 0.00 0.00 Q� �oae Oe�e �a �eO er P' Q�e 5e TTA Average - FY19 Average - FY20 Average Service Level % 95.00 88.00 90.00 86.00 84.00 85.00 82.00 80.00 80.00 75.00 78.00 76.00 70.00 74.00 65.00 7200. 40 J$�y� e O6e �a �� er P Qti¢ he ESL% -FY19Average-FY20Average ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 21-10532 My FW To the Mayor and Members of the City Council January 12, 2021 Page 2of5 SUBJECT: COMMUNICATIONS & PUBLIC ENGAGEMENT CUSTOMER CARE TEAM AND MYFW APP: A YEAR IN REVIEW FY2020 shows an increase in all channels using the MyFW system. Resident App — Residents identified 18,179 issues Web Intake — Residents entered 12,371 requests Worker App — Employees identified and worked 7,336 opportunities to serve the city. Text In FY2020, MyFW added Text messaging. To match our service with the app, the text feature was designed around our service requests so the text will go directly to the work order system. While unique to Citibot, it is a requirement for MyFW. 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. Apps and Web Intake 2500 2000 1500 1000 ..................... soo --�- 0 o c p¢{ qzt Jac\ act aitc PQi` 40 1 Je 4 MyFW Ops App MyFW App Web Intake ......••• Linear (MyFWOpsApp) •.••..•.. Linear (MyFW App) ......••• Linear (Web Intake) MyFW Text 45 40 35 30 25 20 15 5 0 roc ��¢c �o¢c cJac1 cJac� acr P � 5¢ 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 3of5 eSUBJECT: COMMUNICATIONS & PUBLIC ENGAGEMENT CUSTOMER CARE fe'?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, transferring the requests to the correct departments. By using these data, they identified 705 requests where users needed more flexibility in the app. Using these data, staff was also able to identify the requests currently on the app where the user selected Other. Staff found that 137 of the 396 requests are Code Compliance requests. We are using this information to look into changing the verbiage so it is more resident friendly. App - Other - Phase 3 Priority Tx DOT Public Events MyFW Team Fire Aviation Development Services Forestry Police 0 20 40 60 80 100 120 Current Requests on the App chose Other Environmental ■ Parking Meters Stormwater Construction Code Enforcement - Vehicle Animal Care and Control Parks Traffic Count 0 20 40 60 80 100 120 140 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 eSUBJECT: COMMUNICATIONS & PUBLIC ENGAGEMENT CUSTOMER CARE ye'?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 efficient handling a variety of calls, with an average of 3.07 minutes Average Handle Time, an app request will always be more efficient saving the resident time to enter with an average time of less than a minute. The MyFW app is available 24 hours a day, seven days a week. Reported issues will be visible in the work order system faster than by calling. COVID-19 Assistance 3.5 3 2.5 2 1.5 1 0.5 Average Call Handle Time versus App Time -Average Handle Time -Average App Time 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 PRTEot c e�cw?.e 1@7'3 To the Mayor and Members of the City Council January 12, 2021 Page 5of5 SUBJECT: COMMUNICATIONS & PUBLIC ENGAGEMENT CUSTOMER CARE 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 MyFW Worker app to gain efficiencies for their Ivanti work order system in the field to complete requests. We are also offering to internal departments for their workflow management system to aid the departments in defining Service Level Agreements within the City. Aviation Development Services HR - Risk Management Solid Waste Directions Home Diversity & Inclusion Economic Development Fire Library 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