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Home My WebLink AboutIR 23-1771 (2) INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 23-1771 To the Mayor and Members of the City Council December 5, 2023 Page 1 of 3 i i7 Y SUBJECT: CUSTOMER CARE TEAM UPDATES AND STATISTICS rk rn Yg7'3 The purpose of this Informal Report is to give an update on the Communications & Public Engagement Customer Care Team monthly reports, updates to the MyFW app and statistics for FY23. Monthly District Reports Beginning in December monthly reports will be provided to the Mayor and each Council District office. These reports list the top category of requests for each District, and how the requests are received (Chat, Email, Phone, Voicemail, MyFW app). This report will allow each Councilmember to see requests in descending order being submitted in their districts. This information will also be shared with City leadership so they can understand what residents are communicating about and where needs may be. The reports will also be used by the Communications staff and the Community Engagement team to determine the messaging and information sharing that may need to take place in each geographic area of the City. A sample report is attached. It includes the Council District, Department and total number of Requests. This report is from a full year, October 1 , 2022 — September 30, 2023. The monthly reports will be sent the first week of each month and will contain information for the previous month, to provide timely data. Special reports can also be produced when needed. Updates to the MyFW App The MyFW app was upgraded in the Spring of 2023. In addition to MYFW having a new look, the upgrade provided other enhancements to improve our service to our residents. The Home Screen and Menu upgrades now provide. o N9W REPORT • Easier access to report new requests. Submitted by You • Talk to Text option. Q High Grass-Private Property • Easier access to previously submitted requests. 3944 Blue Pond Cir,Fort Worth Text texttext test test lest l What l stheheight of the • Access to the latest news about City services. grass?18-24-High or Higher I Where is the high grass located?Rear yard I Would you like to be contaoted by a Code Officer?No l Do you want to be a witness?No 103 additional requests. 9d#23-003991I03 More recently opened and closed requests. SHOW ALL • • Ability to bookmark requests to watch when there is activity. INFO.Nay tt Easy access to the City's website at FW.gov. Worth rksare Illegal In the City ofFort Information link to City services, programs and Departments. Please use link to report fireworks in thecity of Fort . Settings to add your name, email and phone number to allow Worth.71(ILf(ry+oortt're orks fortworthtexas ggy/ NFo Mat staff to ask additional questions if needed. ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 23-1771 To the Mayor and Members of the City Council December 5, 2023 Page 2 of 3 i i7 Y SUBJECT: CUSTOMER CARE TEAM UPDATES AND STATISTICS r6 rn Yg7'3 In addition to the updates to the MyFW app, the Customer Care team had another record- breaking year. The Call Center The City Call Center had a total of 331,848 contacts last year. The average speed to answer was 25 seconds, with 85% of the calls answered in less than 30 seconds. MI& Ami Answered 277,821 271,259 265,989 Chats 20,900 71826 2,431 Voice Mail 5,010 51398 4,817 Email 28,117 24,889 28,550 Total Contacts" 331 ,848 309,372 312,737 MyFW - Customer Relationship Management (CRM) Residents can submit requests into the work order system using the MyFW App, Text or on the City's website. The Worker App allows staff and contractors to submit requests while they are in the field. My FW Intake Channels FY21 -- MyFW App 48,347 35,809 21,660 MyFW Text 1,124 800 476 MyFW Web 29,908 31 ,844 16,815 MyFW Worker App 7,329 1 7,187 5,6281 MyFW Core 380,363 361 ,308 310,526 Overall — Summary 467,071 436,948 355,105 ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 23-1771 To the Mayor and Members of the City Council December 5, 2023 Page 3 of 3 i i7 Y SUBJECT: CUSTOMER CARE TEAM UPDATES AND STATISTICS r6 rn Yg7'3 MyFW Core are requests that come in through the Call Center. The following chart shows the breakdown of how these requests are received. BreakdownMyFW Core Chat 20,900 7,826 2,431 E-Mail 28,117 24,889 28,550 Voice Mail 5,010 5,398 4,817 Phone 326,082 1 323,090 274,626 Other 254 105 102 Total MyFW Core Intake" 380,363 361 ,308 310,526 **The total chats/emails/voicemail/calls listed for the Call Center and the MyFW Core are not the same number because the MyFW Core includes other divisions keying into the system. Questions about this IR can be directed to Sharon Gamble, Customer Service Administrator, Communications & Public Engagement Department, at Sharon.gamble(a-fortworthtexas.gov. David Cooke City Manager ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS Requests by Type for Entire City Oct 1, 2022 - Sep 30, 2023 City Department Description Handled by Method Received Count City Wide Environmental MyFW System MyFW App 2,368 MyFW Text 39 MyFW Web 845 MyFW Worker App 21 MyFW System 3,273 City Call Center Chat 2,805 E-Mail 11,059 Fax 2 Mobile Device 1 Phone 128,784 Voice Mail 1,683 City Call Center 144,334 Environmental 147,607 Code Compliance MyFW System MyFW App 15,206 MyFW Text 144 MyFW Web 6,976 MyFW Worker App 4 MyFW System 22,330 City Call Center Chat 1,137 E-Mail 5,108 Phone 90,552 Voice Mail 1,322 City Call Center 98,119 Code Compliance 120,449 Transportation&Public Works MyFW System MyFW App 12,452 MyFW Text 49 MyFW Web 3,124 MyFW Worker App 24 MyFW System 15,649 City Call Center Chat 391 E-Mail 9,384 Fax 1 Other 5 Phone 12,309 Routine 1 Voice Mail 155 City Call Center 22,246 Transportation&Public Works 37,895 Communications&Public Engagement MyFW System MyFW App 512 MyFW Text 336 MyFW Web 1 MyFW Worker App 1 MyFW System 850 City Call Center Chat 2,438 E-Mail 967 Phone 22,557 Voice Mail 366 City Call Center 26,328 Communications&Public Engagement 27,178 Park and Recreation MyFW System MyFW App 2,772 MyFW Text 10 MyFW Web 399 MyFW Worker App 7,198 MyFW System 10,379 City Call Center Chat 87 E-Mail 393 Generated in House 1 Phone 3,761 Radio 2 Routine 189 Voice Mail 11 City Call Center 4,444 Park and Recreation 14,823 Police Department MyFW System MyFW App 10,385 MyFW Text 65 MyFW Web 1,608 MyFW System 12,058 City Call Center Chat 51 E-Mail 144 Phone 1,886 Voice Mail 19 City Call Center 2,100 Police Department 14,158 Development Services MyFW System MyFW App 349 MyFW Web 5,262 I MyFW System 5,611 City Call Center Phone 13 City Call Center 13 Development Services 5,624 Fire Department MyFW System MyFW App 220 MyFW Web 68 I MyFW System 288 City Call Center Phone 2 City Call Center 2 Fire Department 290 City Manager's Office City Call Center Chat 1 E-Mail 1 IPhone 238 City Call Center 240 City Manager's Office 240 It Solutions MyFW System MyFW App 12 MyFW Web 3 MyFW System 15 City Call Center Chat 10 Phone 47 Voice Mail 1 City Call Center 58 It Solutions 73 Municipal Courts MyFW System MyFW App 21 MyFW Web 4 MyFW System 25 City Call Center Phone 15 City Call Center 15 Municipal Courts 40 Property Management MyFW System MyFW App 7 MyFW System 7 City Call Center E-Mail 7 Phone 25 City Call Center 32 Property Management 39 Neighborhood Services MyFW System MyFW App 8 MyFW Web 2 MyFW System 10 City Call Center Chat 7 E-Mail 1 Phone 18 Voice Mail 1 City Call Center 27 Neighborhood Services 37 Economic Development MyFW System MyFW App 9 MyFW System 9 Economic Development 9 Public Events MyFW System MyFW Web 4 MyFW System 4 Public Events 4 Water MyFW System MyFW Web 2 MyFW System 2 Water 2 Overall 368,468 - 1 - Requests by Type for Council District Oct 1, 2022 - Sep 30, 2023 District Department Description Handled by Method Received Count 5-Gyna M. Bivens Code Compliance MyFW System MyFW Web 685 I MyFW Text 25 MyFW App 1,319 MyFW System 2,029 City Call Center Voice Mail 468 I Phone 15,531 E-Mail 875 Chat 201 City Call Center 17,075 Code Compliance 19,104 Environmental MyFW System MyFW Worker App 9 I MyFW Web 135 MyFW Text 4 MyFW App 198 MyFW System 346 City Call Center Voice Mail 182 Phone 13,029 Fax 1 E-Mail 895 Chat 216 City Call Center 14,323 Environmental 14,669 Transportation&Public Works MyFW System MyFW Worker App 5 I MyFW Web 279 MyFW Text 6 MyFW App 716 MyFW System 1,006 City Call Center Voice Mail 20 I Phone 1,332 E-Mail 931 Chat 31 City Call Center 2,314 Transportation&Public Works 3,320 Police Department MyFW System MyFW Web 195 MyFW Text 10 MyFW App 875 MyFW System 1,080 City Call Center Voice Mail 3 I Phone 270 E-Mail 16 Chat 5 City Call Center 294 Police Department 1,374 Park and Recreation I MyFW System MyFW Worker App 340 MyFW Web 35 MyFW App 161 MyFW System 536 City Call Center Voice Mail 1 I Phone 281 E-Mail 39 Chat 5 City Call Center 326 Park and Recreation 862 Communications&Public Engagement MyFW System MyFW Text 50 MyFW App 29 MyFW System 79 City Call Center Voice Mail 11 I Phone 598 E-Mail 51 Chat 46 City Call Center 706 Communications&Public Engagement 785 Development Services MyFW System MyFW Web 562 MyFW App 22 MyFW System 584 City Call Center Phone 1 City Call Center 1 Development Services 585 It Solutions MyFW System MyFW Web 1 MyFW System 1 I City Call Center Phone 13 Chat 2 City Call Center 15 It Solutions 16 Fire Department MyFW System MyFW Web 6 MyFW App 8 MyFW System 14 Fire Department 14 City Manager's Office City Call Center Phone 13 City Call Center 13 City Manager's Office 13 Property Management MyFW System MyFW App 1 MyFW System 1 City Call Center Phone 4 City Call Center 4 Property Management 5 Neighborhood Services MyFW System MyFW App 1 MyFW System 1 City Call Center Phone 1 City Call Center 1 Neighborhood Services 2 Public Events MyFW System MyFW Web 2 MyFW System 2 Public Events 2 Economic Development MyFW System MyFW App 1 MyFW System 1 Economic Development 1 Municipal Courts MyFW System MyFW Web 1 MyFW System 1 Municipal Courts 1 Water MyFW System MyFW Web 1 MyFW System 1 Water 1 5 -Gyna M. Bivens 40,754 - 1 -