san francisco 311 - by the numbers

8/9/2019 San Francisco 311 - By the Numbers

1/12

CallPerformance

50%

60%

70%

80%

90%

100%

600,000

800,000

1,000,000

1,200,000

8,756,092Calls

Answered

SanFrancisco311

Apr2007 May2010

6/16/2010 SF311 1of12

0%

10%

20%

30%

40%

0

200,000

400,000

Qtr2 Qtr3 Qtr4 Qtr1 Qtr2 Qtr3 Qtr4 Qtr1 Qtr2 Qtr3 Qtr4 Qtr1 Qtr2

2007 2008 2009 2010

SumofCallsOffered SumofCallsAnswered AverageofServiceLevel(%answeredin60Seconds)


2/12

CallsbyAgency

OtherRequests

RecandPark

0%Taxi

0%

AbandonedCalls15%

6,825,759Calls

by

Agency

SanFrancisco311

Jul2008 May2010

6/16/2010 SF311 2of12

6%

CityServices0%DPW

4%

HousingAuthority1%Knowledge

5%

MTA

69%


3/12

CasesbyAgency

Transit(MTA)33%

ExternalRequests

581,235RequestsbyAgency

SanFrancisco311

April2007

May

2010

6/16/2010 SF311 Page3of12

PublicWorks52%

HousingAuthority4%

PublicUtilities3%

RecandPark1%

Others

2%


4/12

CasesbyType

Transit(MTA)Feedback16%

Graffiti

14% Other

8% Transit(MTA)LostandFound5%

Transit(MTA)AbandonedVehicles

5%

GeneralRequests

581,235RequestsbyType

SanFrancisco311

April2007 May2010

6/16/2010 SF311 Page4of12

StreetandSidewalkCleaning26%

5%

HousingAuthority4%

Street,Sidewalk,orCurbDefects3%

Flooding,Catchbasin,andSewerIssues

3%

TreeandLandscapingRequests3%

Transit(MTA)ConstructionZonePermits

2%

LitterReceptacles2%

Transit(MTA)SignRepair2%

TaxiFeedback,LostandFound1%

RecandPark1%


5/12

SelfServiceCases

20.0%

18.0%

, e erv ce asesasa ercentageo gent an e equests

SanFrancisco311

Jan2009 May2010

14.0%

16.0%

10.0%

12.0%

8.0%

4.0%

6.0%

0.0%

2.0%

6/16/2010 SF311 5of12


6/12

TwitterCaseSummary

200

250

300

350

1,763 TwitterCases

SanFrancisco311

Jun2009 May2010

6/16/2010 SF311 Page6of12

311CSCCity

Services

DPW

MTA

RecandPark

50

100

Jun09 Jul09 Aug09

Sep09 Oct

09 Nov09 Dec09

Jan10Feb10

Mar10Apr10

May10


7/12

InformationProvided

Top25AnswersProvidedbyTopic

April2007

May

2010

KBResolutionsCount FiscalYears

RequestType FY0607 FY0708 FY0809 FY0910 Total

BirthCertificates AllMatters 105228 158 5,289 12,276 10,536 28,259

HealthySanFrancisco 106813 53 1,649 5,068 6,060 12,830

SanJose311 107005 24 851 3,619 5,044 9,538

MUNIFares/Passes AllMatters 400250 274 2,795 4,921 7,990

MUNI

GeneralInformation

1103 1,355 3,992 2,460 7,807

PoliceReports(Teleserve) 400552 54 7,385 7,439

CityEmployeePhoneBookDirectory,EmployeeLocator,Emplo 257 1,220 2,749 3,136 7,362

BayAreaRapidTransit BART 2189 1,657 3,041 2,603 7,301

BlockedDriveway AllReasons 2032 567 2,390 3,164 6,121

NonEmergencyPolice 107056 409 2,761 2,701 5,871

MarriageAllMatters 106742 151 1,080 2,156 2,354 5,741

SFCity(Municipal)IDCardAppointments 400452 2,341 2,836 5,177

Assessor

Recorder

Office

General

Information

107 78 1,029 1,757 2,216 5,080H1N1Flu(akaSwineFlu) 400526 239 4,065 4,304

ObtainingDeathRecords 106836 32 1,040 1,611 1,334 4,017

Samtrans 2192 848 1,638 1,342 3,828

TreasureandTaxCollector GeneralInformation 100831 112 572 1,237 1,670 3,591

EventsCalendarinSanFrancisco 105540 172 860 1,441 847 3,320

ParkingEnforcementDivision 106752 450 1,006 1,840 3,296

ListofTaxiCompanies 105022 52 1,006 1,244 961 3,263

RecyclingCenters 105072 17 817 1,653 772 3,259

GoldenGatetransitbusschedule 107100 480 1,496 1,271 3,247

DepartmentofHumanResources GeneralInformation 10582 180 780 1,106 1,159 3,225

PropertyTaxInformationandPayment 106733 50 406 1,680 905 3,041

SFHousingAuthority 400278 55 1,582 1,377 3,014

Total 1,336 22,694 60,932 72,959 157,921

6/16/2010 SF311 7of12


8/12

SurveySummary

6

7

8

9

10

243CustomerSurveys

SanFrancisco311

Dec2008 May2010

6/16/2010 SF311 Page8of12

0

1

2

3

4

5

TimetoReachCSR CSRAttentiveness CSRAddressed

Concern

PhoneOverall

Experien

WebSpeedof

Interaction

WebProvided

EnoughInfo

Webeaseofuse WebOverall

Experience

311Overall

Experience


9/12

Timeline

SanFrancisco311TimelineofProcessesandMilestones

Feb2007 Mar2010

Date Description DeptName Changes

2/15/2007 SoftLaunch

DPW,MTA,&CityHallMain

Switchboard

Thefollowingphonenumberswerereroutedto311:

MUNI'sgeneralinformation(673MUNI),

LostandFound,(9236168)

Complaints(9236164)

DPW'scustomerservice(28Clean)

Pothole

Patrol

(695

2100)

Grafittihotline(241WASH);

CityHall'sgeneralinformation(5544000)

SRssenttoDPWthroughWOTSintegration. Noteswerenotpassedthrough.

3/29/2007 PublicLaunch 311 KnowledgeBaseDirectorycompletedforalldepartments

4/4/2007 Healthy

San

Francisco DPH

Manageinquiriesofeligibilityandenrollmentpriortoreferraltoclinicforeligibility

screening.

Documentation

promoting

311.6/26/2007 TaxiCommission/TaxiDetails IntakeofTaxicomplaintsandLost&Found

8/13/2007 DPHOVR

Viewstatusofordersreceivedviamailorinperson.

Intakeofinquiriesforbirth/deathrecordinformation.

OVR'smainnumber(5542700)transferredto311.

8/22/2007 SanctuaryCity ImmigrationRights Triagedcallsrelatedtosanctuarycityordinanceforappropriateresponse/transfer

10/1/2007

MTADPTAbandonedVehicles

MTADPTSignShop

AbandonedVeh:

781

JUNK

rolls

over

to

311

AbandonedVehiclesreportintake

SignShop:

5549780rollsoverto311

IntakeofreportsforRepair/ReplaceCity'sParking&TrafficSigns(excludesCalTran

signs)

10/2/2007 MTADPT

Abandoned

Vehicles

DPT's

Pre

Tow

Hearing

(553

9817)

routed

to

311

6/16/2010 SF311 9of 12


10/12

Timeline


Feb2007 Mar2010


10/4/2007 DeptofEnvironment

311handlinginquiriesregardingEnvironment'srecyclingprogramanddisposalof

toxicmaterialprogram.

Recordingandoptiontobetransferredto311establedon5544333and5547329.

10/21/2007 1millioncalls

10/29/2007 Controller

Whistleblowerintake

Whistleblower

hotline

(554

CITY)

routed

to

311

2/8/2008 TTYchanges TTYcallersabletodial311directlytoreachaCSR

2/27/2008 DPTMeter/BikeShop/SignalShop

DPT:

Intakeofmeter,bikerepairrequestssenttometerqueue.

Addedintakeofsignalshoprequests.


3/31/2008 Styrofoamcomplaints

ConstructionTowAway(DPT)

GSA

ConstructionTowAway:

311

intake

of

construction

tow

away

zone

registration

GSA:

FoodOrdinance(styrofoamcomplaint)intake

4/21/2008

HousingAuthority

SelfServiceMTA

HousingAuthority(SFHA)

MTA

SFHA:

IntakeofSFHApropertymaintenancerequests

MTA:

CreatedabilitytologComplaints,Compliments,andLostandFoundrequests

6/3/2008 DepartmentofElections 311trainingroomsactasbackuplocationifnecessary


6/30/2008 SelfService

KB Request

for

City

Services

(RCS)

CRMaccessgrantedtoallCitydepartmentstosuccessfullymanageowncases.

SelfService:

Launched

Google

search

widget

for

self

service

knowledge

6/16/2010 SF311 10of 12


11/12

Timeline


Feb2007 Mar2010


7/15/2008 DPTColorCurb Intakeofrequestsandrenewalinformation

9/22/2008 PUC(Electric/Power) Streetlightrepairrequests

10/2/2008 NorCal(SunsetScavenger) Intakeofrecyclingtheftcalls.


11/23/2008 Rec&Park CustomizedRPDeformsforall requestsandroutedtoappropriateRPDDivision.

12/4/2008 StreetScout

DPW Began

radio

intake

of

street

scout

requests

12/11/2008 SelfServicePortal(SSP)

Onlineservicefortop12services

ImplementedCRMforWebmaster"ContactUs"

CRMavailableforalldepartmentuseontheirwebsites

1/14/2009 CountyClerk CityID Appointmentschedulingforthepublic

1/19/2009 911/EmergencyManagement 311becomesavailableasaphysicalbackupto911


1/25/2009 Taxi

Commission/Taxi

Details

Major

update,

combining

lost

and

found

forms,

updating

other

details

2/20/2009 Census2010

OfficeofCivicEngagementand

ImmigrantAffairs Serveasinformationallineforgeneralquestionsabouttheprocessandprogram.

3/27/2009 LanguageOption AddedlanguageoptiononwebusingGoogleTranslate

5/4/2009

NeighborhoodParks

Council RecandPark

RequestssubmittedviaParkScanareforwardedtoRecandParkforimproved

visibilityandaccountability


6/1/2009 WaterQuality PUCWater Transferintakeprocesstoallow24x7andonlinesupport

6/2/2009 TwitterandSMS

Utilize

Twitter

(and

SMS

through

Twitter)

to

allow

public

to

request

information

or

servicesfromtheCity

6/8/2009 DepartmentofPublicHealth 311trainingroomsactascallcenterforskilledmedicalpersonnel

7/1/2009

ReportaStreetlight

Problem PUCPower 2phonenumbers(5540729&5540730)transferredto311

7/1/2009 SFPDTeleserve SFPD Transferpolicereportphoneintakeprocesses


6/16/2010 SF311 11of 12


12/12

Timeline


Feb2007 Mar2010


1/26/2010

ResidentialBuilding

ServiceRequest

Launches

311triagingcomplaintsconcerningresidentialbuildingsandroutingSRsdirectlyto

appropriatedept

IncorporateSingleRoomOccupancyHoteladdressdataintoLagan


3/3/2010 Open311

Launchthedevelopmentplatformforthepublictocreateapplicationsfor311

usinganopenstandard

14

API

keys

issued

in

the

first

month

for

development.

Applications

cover

Twitter,

Facebookandhandheldplatforms.

6/16/2010 SF311 12of 12

san francisco 311 - by the numbers

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