qualityoflifestat january 2012

CITY OF NEW ORLEANS

January 26, 2012

www.nola.gov/opa

QualityofLifeSTAT

http://www.nola.gov/opa

QualityofLifeSTAT January 26, 2012

Agenda

Part 1: Introduction/Framework

1. About this STAT

2. Management Level Approach to Issues

3. 311 Update

Part 2: Issue Updates

1. Street Lights

2. Potholes

3. Abandoned Vehicles/Parking

4. Tree Issues

5. Bandit Signs

6. Tire Dumping

7. Illegal Dumping

8. Alcoholic Beverage Outlets

1

Part 3: Proposed Initiatives

1. Monthly Coordinated Enforcement Days with NOPD

2. Council District Priorities


Purpose: To utilize data to address issues that most affect citizens’ quality of life.

Definition: QualityofLifeSTAT is a working meeting where key City staff review data to assess how the City is meeting its goals and to analyze what’s working, what’s not, and what the City needs to do to improve.

• QualityofLifeSTAT focuses on topics that are: • Citywide,

• Lead to a perception of neglect, and

• Reported frequently to multiple sources (e.g. Council, Community Meetings, NOPD, Dept. Heads, 311, etc.)

• QualityofLifeSTAT is not a meeting that duplicates issues covered in other STAT programs or initiatives, nor does it discuss complaints about specific locations in depth.

Expectations: The public is invited to observe Senior City Leadership’s monthly working meeting with key department heads/program managers and to contribute their remarks and suggestions.

How to Report Issues: Index cards are available to the public at the sign-in table, which can be used to submit general remarks/suggestions or to report specific issues. Throughout the meeting, completed cards will be reviewed. General comments may be discussed by the group and specific issues will be assigned to departments.

QualityofLifeSTAT

2


311 Project Goes Live on

March 26, 2012

Issue

Frequently citizens calling the city with a problem needing to be fixed have a hard time getting to the correct department, and then also encounter difficulty following up on the problem

Status

Implementation in Q1 2012, DPW, EOC, Code Enforcement & Sanitation in Phase I.

Critical Parties

ITI, All Depts

Follow-Up

Report on progress building knowledge base

3

December 1st -31st , 2011 22% of All Calls Were Related to Code Enforcement

Source: 311 Call Report December - Public

Code Enforcement (Building) 22%

Public Works (street lights, abandoned cars, pot holes,

etc) 18%

Safety and Permits 11%

Code Enforcement (High Grass)

6%

NOPD (Records, Background Checks, etc)

8% Miscellaneous Info

10%

Public Works (Violations; Red Light Cameras, Parking

Tickets) 8%

Sanitation Department (Garbage Cans, Recycling,

Illegal Dumping etc.) 5% Rodent, Mosquito, Termite

Control 4%

Bureau of Treasury (Sanitation Charges, etc.)

6%

Bureau of Treasury (Sanitation Charges, etc.)

2%


Part 2: Issues & Data

1. Street Lights

2. Potholes

3. Abandoned Vehicles/Parking

4. Tree Issues

5. Bandit Signs

6. Tire Dumping

7. Illegal Dumping

8. Alcoholic Beverage Outlets

4


Street Light repairs were on hold from October-

December due to Federal Environmental Review;

Repairs are Up and Running as of January 3, 2012

Source: Royal Engineering November 2011 Monthly Report 5

Contact Info: DPW 658-8080

Issue

Street light outages contribute to perception of lack of safety/ opportunity for crime, as well as unsafe driving conditions for pedestrians and drivers

Status

Up and Running as of January 3, 2012

Critical Parties

Department of Public Works - Royal Engineers and All Star Electric

Follow-Up

Streetlight repair work resumed on 1/3/2012. Additionally, reporting is being requested of Royal to show call initiation date and closed date so that timeframes can be communicated and improved upon.

Quarter 1 data was collected in

Aggregate.

Monthly Goal:

1,333

Yearly Total Completed:

11,001

2,678

697 752

1,215 1,117 1,153 1,432

523

- -

34

24 69

96 86

624 319

106

0 0 0

500

1,000

1,500

2,000

2,500

3,000

47% of Major Repairs Completed Quarter 1, and April through December

Major Repairs Complete Routine Maintenance Complete

Note: Routine Maintenance repairs are those of recurring nature such as bulb replacement.

Major repairs are those repairs that include wiring, circuits, poles, and trenching work.


1,223

1,536

1,830

2,283

2,588

2,806 2,941 2,941 2,941

58 127 223

309

933

1,252 1,358 1,358 1,358

-

500

1,000

1,500

2,000

2,500

3,000

3,500

53% (1,583) of Major Repairs Identified in Q4, 2011 are First Priority

Major Repairs Cumulative Identified Major Repairs Cumulative Complete

1,583 Major Repairs Identified in Quarter 4, 2011 are

Prioritized by Department of Public Works

Source: Royal Engineering November 2011 Monthly Report

Issue

Street light outages contribute to perception of lack of safety/ opportunity for crime, as well as unsafe driving conditions for pedestrians and drivers

Status

Up and Running as of January 3, 2012

Critical Parties

Department of Public Works - Royal Engineers and All Star Electric

Follow-Up

Streetlight repair work resumed on 1/3/2012. Additionally, reporting is being requested of Royal to show call initiation date and closed date so that timeframes can be communicated and improved upon.

6

Quarter 1 data was collected in

aggregate and averaged over the

First 3 months for this presentation

Contact Info for reporting and to check status: 658-8080


Cumulative Potholes Filled Exceed Annual Target

Source: Department of Public Works, Pothole Killer Log, December 2011

Issue

Potholes signal neglect in neighborhoods, cause damage to cars, and increase the risk of vehicular accidents

Status

This will be part of the Phase 1 of 311, thus reporting on timeliness is expected in March.

Critical Parties

Public Works, ITI

Follow-Up

• 2012 Goal has been set at 50,000.

• Continue to capture data from Pothole Killer until 311 implementation status of pothole reporting is available.

*Aug., Sept., Oct., Nov. & Dec. Data only includes Pothole Killer Log

7

Contact Info: DPW 658-8150

152 174 157 139 136

0

50

100

150

200

August September October November December

21% Fewer Filled in December than September

AvergagePotholes perDay

18 20.5 Number of Working Days

19.7 20 15.5

0 1,219

8,225 14,396

22,695 28,921

34,358 40,402

43,437

46,562

49,785

52,533

54,637

30,000

0

10,000

20,000

30,000

40,000

50,000

60,000

Cumulative Potholes Filled Exceeds Yearly Goal by 24,637

CumulativePotholes Filled

CumulativeMonthly Goal


95% Abandoned Vehicle Calls Closed;

(67% Closed in May 2011)

Source: Department of Public Works Abandoned Call Log 12/30/11

Issue

Abandoned vehicles take up parking spaces needed for traffic circulation, contribute to a sense of neglect in neighborhoods, and can become junked harborages for rats and mosquitos

Status

This data tracks only complaints called into 658-8290.

Critical Parties

Public Works

Follow-Up

Parking RFP should help provide better data, and has been released. Interim strategy for tracking all abandoned vehicles may assist in operational improvements.

8

Contact Info:

Abandoned Cars 658-8290

General Parking Complaints 658-8100

NOTE: A lag occurs in call closure because work

orders are given to towing on a rolling basis, but towing

returns closed work orders with dispositions monthly.

The actual number of closed calls is likely higher than

shown here, but is reflected on a one month lag.

43

73

149

131

112

91 88 82

62

36 20

40 1

38

33

26 25

19

24

20

6

4 5

1

9

11

0.00

5.00

10.00

15.00

20.00

25.00

30.00

35.00

0

20

40

60

80

100

120

140

160

Abandoned Vehicle Call Disposition by Month of Call

Count of Active Calls Count of Closed Calls Avg. Days to Close (Month of Close)927 39


Average time to closed Abandoned Vehicle Calls

Down from 20 Days in October to 15 Days

Source: Department of Public Works Abandoned Call Log 12/30/11 9

Contact Info:

Abandoned Cars 658-8290


Issue

Abandoned vehicles take up parking spaces needed for traffic circulation, contribute to a sense of neglect in neighborhoods, and can become junked harborages for rats and mosquitos

Status

This data tracks only complaints called into 658-8290.

Critical Parties

Public Works

Follow-Up

Parking RFP should help provide better data, and has been released. Interim strategy for tracking all abandoned vehicles may assist in operational improvements.

128

322 258

150

69

7

11

12

7

2

0

50

100

150

200

250

300

350

A B C D E

Abandoned Vehicle Call Dispositions by Council District as of December 30, 2011

Active Closed39 927

135 333 270 157 71

Gone on Arrival 708 65%

Impounded 115, 8%

Not in Violation 15, 4%

No Such Address 4, 1%

NOPD Action 3, 0%

On Private Property 12, 1% Pending

6, 8% Stickered, 24

13%

65% of Reported Abandoned Vehicles are Gone on Arrival as of December 31, 2011


Parking: Enforcement of Illegal Parking

Increases in 2011

Source: Department of Public Works Monthly Parking Report 1/20/2012

Issue

Parking violations prevent proper parking circulation and can block sidewalks, driveways, and intersections

Status

Ongoing monitoring

Critical Parties

Department of Public Works, NOPD

Follow-Up

• Operational improvements in the parking division are under way.

10

Contact Info: Abandoned Cars 658-8290;


205 547 886 1,364 1,731 1,995 2,263 2,575 2,830 3,120 3,374 3,632 265 631 986

1,495 1,969 2,368 2,676 3,024 3,402 3,762 4,076 4,399

0

2,000

4,000

6,000

Confirmed Boots 17% Higher in 2011 than 2010 2010 Cumulative

2011 Cumulative

610 1,598

2,502 3,456 4,296 5,125 5,963 6,445 6,837 7,194 7,678 8,454

823 2,095

3,490 4,821

6,126 7,183

8,145 8,774 9,746

10,714 11,696 12,499

0

5,000

10,000

15,000

Confirmed Tows 32% Higher in 2011 than 2010 2010 Cumulative

2011 Cumulative

23,179 63,925 90,291

120,847 149,631 173,053 197,600 216,267 236,036 259,723 280,582 302,460

20,351 43,551 79,494 105,574 129,083 150,367 168,877 191,104 214,823

242,460 273,163

302,653

0

100,000

200,000

300,000

400,000Parking Citation 2010 to 2011 Gap Closed and Exceed by 1% 2010 Cumulative

2011 Cumulative


Parking: Operational Tracking Yielding

Improvements

Source: Department of Public Works BT Report 10/11/2011 11

Contact Info: Abandoned Cars 658-8290;


• Began tracking daily productivity and meeting regularly

to review individual performance

• Reassigned targeted personnel

• Hired 7 new PCO’s (on the street as of 17-Oct-11 and

which are exceeding expectations)

• Revamped new hire training program

• Conducted in-service customer service seminars

• Provided daily feedback on activity from top down

(Section Manager>Supervisors>PCO)

• Implemented new enforcement model – PCO’s cross-

trained on Residential Parking Permit, Pay-By Phone,

Abandoned, Booting, and Ticket Writing procedures

Issue

Parking violations prevent proper parking circulation and can block sidewalks, driveways, and intersections

Status

Ongoing monitoring

Critical Parties

Department of Public Works, NOPD

Follow-Up

• Operational improvements in the parking division are under way.


55 % of Year to Date Tree Work Orders

Were for Emergencies Issue

Tree trimming and removal prevents damage to public and private buildings

Status

Ongoing monitoring

Critical Parties

Parks and Parkways

Follow-Up

Track the number of complaints cleared and time to close. ITI will work with Parkways to make sure 311 protocol minimizes the number of “no work needed” work orders.

12 Source: Department of Parks and Parkways Database Export as of 12/30/2011

Contact Info: Non-Emergency 658-3200;

Emergency 911

96

46 43 44

96

40 55

44 33

87

43

66

61

44 66

98

92

103 85

99

87

56

33

35

157

90

109

142

188

143 140 143

120

143

76

101

9.3 8.5

5.7 3.5

6.8 8.2

12.9 11.5 11.3

14.5 16.6

17.7

0

10

20

30

40

50

0

20

40

60

80

100

120

140

160

180

200

Nu

mb

er

of

We

eks

to

Clo

se N

on

-Em

erg

en

cy W

ork

Ord

ers

Co

un

t o

f W

ork

ord

ers

Tropical Storm Lee Created a Backlog in Non-Emergency Work Order Response Time

Non-Emergency Workorders Emergency Workorders Weeks to Close Non-Emergency Workorders

*Tropical Storm Lee occurred September 2011


Forestry Activity: 3,706 Tree-Related Work

Orders Closed YTD

as of December 31, 2011 Issue

Tree trimming and removal prevents damage to public and private buildings

Status

Ongoing

Critical Parties

Parks and Parkways

Follow-Up

Track the number of complaints cleared and time to close. ITI will work with Parkways to make sure 311 protocol minimizes the number of “no work needed” work orders.

13 Source: Department of Parks and Parkways Database Export through 12/30/2011

Contact Info: Non-Emergency 658-3200; Emergency 911

30 41 33 24 33 14 9

14 20 4 -

38 10 33 59 44 67 58 93

173

26 11 17

644

250

92 120 107 126

108 84

143

224

139 101

41

52

54

57 63

99

56 90

77

64

33

28

753

353

212

260 247

306

231

270

407

334

187 146

-

100

200

300

400

500

600

700

800

Trimming Accounts for 57% of Work Orders

Removals

Trims

Emergencies

No Work Needed/Private Trees


Bandit Sign Removal Declines to Levels

Prior to October 2011 Elections

Source: Department of Parks and Parkways and Department of Sanitation Monthly Illegal Sign

Spreadsheet, Parkways Working Sign List, Department of Sanitation Monthly Reports 1/13/12

Issue

Bandit Signs signal neglect in neighborhoods, create visual clutter, and are private use of public space for advertising

Status

Ongoing Monitoring

Critical Parties

Sanitation, Parks and Parkways

Follow-Up

ITI to confirm how Bandit Sign workorders will be routed. Sanitation, Intergov., and Parkways to coordinate on publicizing successful prosecutions to sustain program momentum

14

Approximately 4,300 of the signs removed in October were

related to the October 22nd election.

Contact Info

Phone: 658-3800

E-mail: [email protected]

1,914

3,881

1,361

1,628 1,880

368 828

2,310

1,633

5,147

333 662

-

1,000

2,000

3,000

4,000

5,000

6,000

21,945 Bandit Signs Removed as of December 31, 2011


Number of Days to Close Sanitation Calls

Improves in December

Source: Department of Sanitation Daily Complaint Form 2011 as of 1/20/12

Issue

Illegal Dumping Bandit Signs, Recycling Carts, Missed pick ups, Maintenance of Public Litter Cans, Litter, and Tire Dumping can create a risks to public health and contribute to a sense of neighborhood neglect

Status

Sanitation is working on call classification so that variations based on types of calls can be detected.

Critical Parties

Sanitation, NOPD

Follow-Up

• Should a target

be set?

15

Contact Info

Phone: 658-3800


79 51

69 67 89 94

239

163

256

198

139 138

3

3

7 8

28

15

15

10

20 5

0.94

5.52

1.81

15.82

20.53

9.74

5.00

10.83

31.64

13.17

2.25 1.76

0.00

5.00

10.00

15.00

20.00

25.00

30.00

35.00

0

50

100

150

200

250

300

Sanitation Request for Service Calls by Month of Call

Closed Calls Open Calls Avg. Days to Close Workorder (Month Closed)1,582 114


Sanitation Ranger and Quality of Life Officer

Ramps Up Enforcement for ABOs, Litter, Tires

Dumping

Source: Department of Sanitation Monthly Reports 1/10/12 16

YTD: 876

YTD: 51

YTD: 2

Issue

Illegal dumping

sites are a risk to public health and contribute to a sense of neighborhood neglect

Status

Sanitation is working on call classification so that variations based on types of calls can be detected.

Critical Parties

Sanitation, NOPD

Follow-Up

• Should a target

be set?

98

14

95

64

89

53

124

186

153

10 1 4 8 12

6 10 2

0

20

40

60

80

100

120

140

160

180

200

April May June July August September October November December

876 Inspections Completed April-December 2011

Inspections

NOPD Summons

Arrests


Sanitation Departments Shift Priorities to Focus on

Lower 9th Ward Abatement Program

Source: Department of Sanitation Monthly Reports 12/5/11

Issue

Dumping sites are a risk to public health and contribute to a sense of neighborhood neglect

Status

Work Order in-take system with mapping needed

Critical Parties

Sanitation

Follow-Up

• Pursue the clearing of illegal dumping sites reported and work toward a work order system for tracking time to close and mapping.

17

Contact Info

Phone: 658-3800


1,489 1,559 930

1,787 2,114

1,580

309

1,038 1,509

1,034 722 626

0

500

1,000

1,500

2,000

2,500

14,697 Tires Removed as of December 31, 2011

102

46 46 65 72 89 92

119 147 133

40

89

020406080

100120140160

1,040 Illegal Dumping Sites Cleared as of December 31, 2011


628% more Alcohol Beverage Outlet Cases

Prosecuted in 2011 than in 2009

Issue

Alcoholic Beverage Outlets operating in violation of their regulations can become sites of violent incidents and create noise, litter, and parking violations that interfere with neighbors' quality of life

Status

Ongoing

Critical Parties

Law, NOPD, Safety and Permits

Follow-Up

• Will 311 be able to route/track nuisance complaints?

• Explore strategies for ABCB to hear more nuisance cases each month

Source: Law Department, Dan Macnamara, Deputy City Attorney 1/23/12 18

• In 2011, Law received additional funding that allowed

them to hire an additional attorney to try these cases.

Q1 - 46

Q2 - 57

Q3 - 63

32

Q4 - 67

0

50

100

150

200

250

2009 2011

233 ABO Tax & Nuisance Cases Prosecuted

as of December 31, 2011

233


Part 3: Proposed Initiatives

1. Monthly Coordinated Enforcement Days with NOPD

19


Monthly Coordinated Enforcement Days

with NOPD QoL Officers

Issue

Quality of Life Officers are familiar with the specific locations and issues that are high priorities within their districts. By improving coordination via dedicated enforcement coordination days, they will help the city demonstrate results that are high-value to the community.

Status

Action required

Critical Parties

NOPD, Safety and Permits, Sanitation, Revenue, Fire Prevention, Homelessness, Parking

Follow-Up

Green light initiative and coordinate meeting with Community Coordinating Sergeants to review and finalize plan.

Source: Officer Matthew Alsina, NOPD 5th District 20

Challenge: • NOPD has observed several locations with offenses falling

under the jurisdiction of multiple departments (i.e. Code

Enforcement, Safety and Permits, State Health, Fire

Prevention, Parking, Homeless Services, etc.) that have

become sites of criminal activity.

Solution: • District QoL Officers coordinate with the Administration on four

areas

• Trash- Sanitation Department

• Parking- DPW Parking & Administration

• Business- Safety & Permits, Fire Prevention, Revenue,

State ATC, State Health

• Blight/Homelessness- Code Enforcement, Homelessness

Services

Next Steps: • Deputy Superintendent Darryl Albert will coordinate with Co-Co

Sergeants to develop an implementation plan.


Evaluation Form

● Are you a city employee or a member of the public?

● On a scale 1-5, how useful was this meeting to you (1= least useful and 5= most useful)?

● What’s working?

● What’s not working?

qualityoflifestat january 2012

Business

specific issues

issues data

tree issues

code enforcement sanitation

illegal dumping

code enforcement source

public works street

key city staff