HomeMy WebLinkAboutReport - Mail Packet - 5/24/2016 - Information From Darin Atteberry Re: Q1 2016 Access Fort Collins Report209 207
83
57
47
647 738
895
580
158 1034
167
180
152
171
Q1 '15 Q2 '15 Q3 '15 Q4 '15 Q1 '16
Public Council/City Manager
This quarter, 11.7% of the total case volume were Service
Area Requests submitted by Councilmembers or the City
Manager. This percentage is a significant decrease from
previous quarters, due to the higher overall case volume.
However, the total number of SARs submitted is consistent
over the past year.
CUSTOMERS
Street and sidewalk snow removal issues were by far the most
popular topics, due to several large winter storms in early 2016.
TOP FIVE TOPICS
Snow/
Ice
Potholes Rubbish/
Trash
Unshoveled
Sidewalks
Illegal
Parking
Q1 2016
TOTAL CASES: 1205 (including SARs)
Total cases submitted through Access Fort Collins this quarter increased nearly 65% from Q4 2015 (732). Several large winter storms
and associated snow-related requests, as well as a more user-friendly mobile app, contributed to this increase.
19%
20.6%
22.1%
21.4%
24.6%
Q1 '15
Q2 '15
Q3 '15
Q4 '15
Q1 '16
Nearly 25% of Q1 cases were submitted via the mobile app.
This is higher than in recent years, due primarily to Comcate’s
release of a significantly updated, more user-friendly app in
February 2016.
% SUBMITTED
THROUGH MOBILE APP
AVERAGE RESPONSE
TIME - DAYS
Q1 '15,
2.22
Q2 '15,
1.77
Q3 '15,
1.68
REQUESTS BY CUSTOMER
SERVICE AREA
REQUESTS: 171
Service Area Requests (SARs) are managed through Access Fort
Collins. They are requests from Councilmembers (often asked on
behalf of residents) and/or the City Manager (on behalf of Council),
and are processed through the City Manager’s Office.
Bob
Overbeck
23%
Gerry
Horak
33%
Darin
Atteberry
15%
Ray
Martinez
13%
Kristin
Stephens
6%
Ross
Cunniff
4%
Gino
Campana
4%
Wade
Troxell
1%
Other
(citizen)
1%
87
22 21
16
10 8 5
2
0
10
20
30
40
50
60
70
80
90
100
Planning,
Development &
Transportation
Community &
Operations
Sustainability
Utilities
Police
Executive, Legislative
& Judicial
Q1 Q2 Q3 Q4 YTD**
Total Cases 1205 1205
% SARs 11.7% 11.7%
% Mobile app 24.6%* 24.6%
Avg. Response Time (days) 1.83 1.83
Nuisance Reporting > Unshoveled
Sidewalks
Streets and Sidewalks >
Snow and Ice
Streets and Sidewalks > Potholes
Nuisance Reporting >
Rubbish/Trash
Nuisance Reporting >
Illegal Parking
My neighbors have not shoveled
their sidewalk. Will you come and
clear it?
I have ice build-up in the curb
and gutter in front of my house.
What should I do?
How can I report a barking dog?
My sidewalk was just covered by
a snow from a City snowplow.
What can I do?
How can I report a pothole in the
road?
Q1 Q2 Q3 Q4 YTD
Total SARs 171 171
Darin Atteberry 25 25
Wade Troxell 2 2
Gerry Horak 57 57
Bob Overbeck 40 40
Ray Martinez 22 22
Gino Campana 6 6
Kristin Stephens 10 10
Ross Cunniff 7 7
Other (citizen ) 2 2
SERVICE AREA REQUESTS
ALL CASES - 2016
Top Topics
Top FAQs
Community & Operations
Services 22 22
Executive, Legislative &
Judicial 8 8
Financial Services 5 5
Information & Employee
Services 2 2
Planning, Development &
Transportation 87 87
Police Services 10 10
Sustainability Services 21 21
Utilities Services 16 16
Total Staff Time (hrs) 247.91 247.91
Avg. Time per SAR (hrs) 1.45 1.45
*Comcate released an updated
mobile app in February 2016
**Some discrepancies in totals occur due to rounding
and/or additional data (e.g., hours) logged after the initial
reporting period.
Financial
Information &
Employee
REQUESTS BY SERVICE AREA
STAFF TIME (hours)
BY SERVICE AREA
143.39
28.45
26.39
25.55
10.32
10.24
2.74
0.83
Planning, Development &
Transportation
Community & Operations
Sustainability
Utilities
Police
Executive, Legislative &
Judicial
Financial
Information & Employee
The total number of SARs increased by 12.5% from Q4
2015 (152); the total time staff reported working on SARs
increased by approximately 42% (or 74 hours). Average
staff time per SAR is approximately 1.5 hours. The majority
of staff time consistently comes from PDT.
Q1 2016
PDT received 50.8% of all SARs this quarter; all other
service areas received 13% or less of total SAR volume.
Q4 '15,
1.66
Q1 '16,
1.83
Staff’s average response time to customers increased slightly;
it remains is well below our 10-day policy, and below our
three-day internal target.
May 19, 2016
TO: Mayor & City Council
FROM: Darin Atteberry
FYI