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HomeMy WebLinkAboutMemo - Mail Packet - 2/7/2017 - Memorandum From Darin Atteberry Re: 2016 Access Fort Collins And Service Area Request Report90 48 45 43 580 38 1034 1037 978 702 152 171 225 188 174 Q4 '15 Q1 '16 Q2 '16 Q3 '16 Q4 '16 Public Council/City Manager This quarter, 19.9% of the total case volume were Service Area Requests submitted by Councilmembers or the City Manager. The number of standard cases decreased 28% from Q3, which reflects a seasonal trend consistent with prior years. CUSTOMERS Code compliance topics remain the most popular, particularly seasonal issues such as unshoveled sidewalks. TOP FIVE TOPICS Unshoveled Sidewalks Rubbish/ Graffiti Trash Streetlight Repairs Illegal Parking Q4 2016 TOTAL CASES: 876 (including SARs) Total cases submitted through Access Fort Collins decreased 25% from Q3 2016 (1166). This reflects a seasonal trend consistent with prior years. 21.4% 24.6% 21.3% 18.6% 21.7% Q4 '15 Q1 '16 Q2 '16 Q3 '16 Q4 '16 The percentage of cases submitted via the mobile app increased in Q4. On average, approximately one in five cases are submitted via a mobile device. Q1’s higher numbers correlate with Comcate’s app update released in February 2016. % SUBMITTED THROUGH MOBILE APP AVERAGE RESPONSE TIME - DAYS Staff’s average response time to customers has remained flat over the last three quarters. The response time remains well below our 10-day policy, and below the three-day internal target. (INTERNAL TARGET: < 3 DAYS) 1.66 1.83 2.37 2.28 2.38 REQUESTS BY CUSTOMER SERVICE AREA REQUESTS: 174 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. Gerry Horak 18% Bob Overbeck 44% Ray Martinez 8% Darin Atteberry 10% Ross Cunniff 11% Kristin Stephens 3% Gino Campana 3% Wade Troxell 3% 70 47 17 16 15 5 4 0 0 10 20 30 40 50 60 70 80 Planning, Dev. & Transportation Community & Operations Police Sustainability Utilities Information & Employee Financial Executive, Legislative & Judicial REQUESTS BY SERVICE AREA STAFF TIME (hours) BY SERVICE AREA 64.53 300 277 221 219 190 1827 2562 2536 3044 2860 3751 914 745 690 777 657 758 2011 2012 2013 2014 2015 2016 Public Council/City Manager Total Access Fort Collins use increased 28% over 2015. Since 2012, SARs have comprised approximately 19-22% of all cases in the system, down from a high of 33% in 2011. CUSTOMERS Nuisance reports and potholes are consistently the most- frequently requested topics. TOP FIVE TOPICS Street Snow & Ice Unshoveled Potholes Sidewalks Rubbish/ Trash Weeds/ Grass Year-End 2016 TOTAL CASES: 4,509 (including SARs) 5.3%** 34.4% 26.5% 22.6% 19.7% 21.60% 2011 2012 2013 2014 2015 2016 The percentage of cases submitted via a mobile device increased in 2016, due in large part to Comcate’s app redesign in Q1. **The mobile app launched in September 2011, resulting in a partial measurement. % SUBMITTED THROUGH MOBILE APP AVERAGE RESPONSE TIME - DAYS Staff’s average response time to customers has increased over recent years; it remains well below the 10-day policy, and below the three-day internal target. 2.36 2.08 1.75 1.75 1.68 Gerry Horak 29% Bob Overbeck 31% Ray Martinez 9% Ross Cunniff 8% Darin Atteberry 11% Kristin Stephens 5% Gino Campana 4% Wade Troxell 3% Other (citizen) <1% REQUESTS BY CUSTOMER SERVICE AREA REQUESTS: 758 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. STAFF TIME (hours) BY SERVICE AREA 395.64 157.86 115.87 79.4 47.46 13.9 13.37 9.91 Planning, Development & Transportation Community & Operations Sustainability Utilities Police Executive, Legislative & Judicial Information & Employee Financial In 2016 City staff reported a cumulative 833 hours responding to Service Area Requests, with 47% of that time allocated to Planning, Development & Transportation responses. Year-End 2016 332 Q1 Q2 Q3 Q4 YTD** Total Cases 1205 1262 1166 876 4509 % SARs 11.7% 17.8% 16.1% 19.9% 16.8% % Mobile app 24.6%* 21.3% 18.6% 21.7% 21.6% Avg. Response Time (days) 1.83 2.37 2.28 2.38 2.25 Nuisance Reporting > Unshoveled Sidewalks Nuisance Reporting > Weeds/Grass Nuisance Reporting > Rubbish/Trash Nuisance Reporting > Unshoveled Sidewalks Nuisance Reporting > Unshoveled Sidewalks Streets and Sidewalks > Snow and Ice Nuisance Reporting > Rubbish/Trash Nuisance Reporting > Weeds/Grass Electric Utility > Street Light Repairs Nuisance Reporting > Rubbish/Trash Streets and Sidewalks > Potholes Streets and Sidewalks > Potholes Nuisance Reporting > Overgrown Trees/Shrubs Nuisance Reporting > Rubbish/Trash Streets and Sidewalks > Snow and Ice Nuisance Reporting > Rubbish/Trash Nuisance Reporting > Overgrown Trees/Shrubs Nuisance Reporting > Illegal Parking Nuisance Reporting > Illegal Parking Nuisance Reporting > Weeds/Grass Nuisance Reporting > Illegal Parking Nuisance Reporting > Illegal Parking Neighborhoods > Code Compliance Graffiti > Reporting Graffiti Streets and Sidewalks > Potholes My neighbors have not shoveled their sidewalk. Will you come and clear it? How can I report a barking dog? How can I report a barking dog? How can I report a barking dog? How can I report a barking dog? I have ice build-up in the curb and gutter in front of my house. What should I do? How can I report a pothole in the Total Departments Total Closed Open % Closed Avg. Response Time (days) Total Closed Open % Closed Avg. Response Time (days) Total Closed Open % Closed Avg. Response Time (days) Total Closed Open % Closed Avg. Response Time (days) Total Avg. Response Time (days) Cemetery 0 0 0 0% 0 0 0 0 0% 0 0 0 0 0% 0 0 0 0 0% 0 0 0.00 City Attorney's Office 1 1 0 100% 18 0 0 0 0% 0 0 0 0 0% 0 0 0 0 0% 0 1 4.50 City Clerk 1 1 0 100% 1 5 5 0 100% 3.6 2 2 0 100% 5.5 2 2 0 100% 2 10 3.03 City Manager's Office 9 9 0 100% 3.86 7 7 0 100% 3.86 7 7 0 100% 3.14 2 2 0 100% 3 25 3.47 Communications & Public Involvement 19 19 0 100% 1.74 21 21 0 100% 2.16 14 14 0 100% 4.38 16 15 1 94% 2.47 70 2.69 Community Development Neighborhood Svcs. 381 375 6 98% 2.02 434 424 10 98% 3.33 403 365 38 91% 2.87 303 287 16 95% 2.37 1521 2.65 Cultural Services 1 1 0 100% 13 3 3 0 100% 8 2 1 1 50% 8 1 1 0 100% 1 7 7.50 Dial-A-Ride 1 1 0 100% 1 0 0 0 0% 0 0 0 0 0% 0 0 0 0 0% 0 1 0.25 Economic Health 4 3 1 75% 11 2 2 0 100% 4 3 3 0 100% 3.5 9 9 0 100% 5 18 5.88 Engineering 18 17 1 94% 4.06 35 34 1 97% 4.22 17 12 5 71% 6.07 18 15 3 83% 5.47 88 4.96 Environmental Services 14 14 0 100% 4.71 35 35 0 100% 4.35 24 22 2 92% 5.96 17 17 0 100% 5.53 90 5.14 FCMoves 9 8 1 89% 5.13 13 9 4 69% 7.69 15 11 4 73% 5.36 11 11 0 100% 5.91 48 6.02 Finance & Budget 9 8 1 89% 3.89 9 9 0 100% 3.88 7 6 1 86% 1.6 10 10 0 100% 3.56 35 3.23 Forestry 14 14 0 100% 1.43 29 29 0 100% 5.23 34 34 0 100% 1.82 6 6 0 100% 2.17 83 2.66 Gardens 0 0 0 0% 0 1 1 0 100% 3 1 1 0 100% 1 0 0 0 0% 0 2 1.00 Golf 1 1 0 100% 8 1 1 0 100% 0 0 0 0 0% 0 0 0 0 0% 0 2 2.00 Human Resources 0 0 0 0% 0 3 3 0 100% 9.67 1 1 0 100% 6 2 2 0 100% 3.5 6 4.79 Information Technology 1 1 0 100% 4 2 2 0 100% 0.5 2 2 0 100% 5 2 2 0 100% 2 7 2.88 Larimer Humane Society 15 15 0 100% 2.45 15 15 0 100% 1.67 28 28 0 100% 3.92 14 14 0 100% 2.75 72 2.70 Municipal Court 2 2 0 100% 1 1 1 0 100% 0 5 2 3 40% 0.2 6 5 1 83% 1 14 0.55 Museum 0 0 0 0% 0 0 0 0 0% 0 0 0 0 0% 0 0 0 0 0% 0 0 0.00 Natural Areas 9 9 0 100% 4.2 8 7 1 88% 5.25 6 6 0 100% 6.17 9 9 0 100% 0.88 32 4.13 Operation Services 11 11 0 100% 6.67 31 30 1 97% 8 36 34 2 94% 4.41 26 25 1 96% 6.55 104 6.41 Park Planning and Development 0 0 0 0% 0 3 2 1 67% 5 5 4 1 80% 3.75 6 5 1 83% 2 14 2.69 Parking Services 27 27 0 100% 5.37 37 34 3 92% 3.61 45 43 2 96% 5.28 14 14 0 100% 7 123 5.32 Parks 28 26 2 93% 5.52 66 65 1 98% 4.51 60 58 2 97% 2.96 34 33 1 97% 6.63 188 4.91 Police Services 92 92 0 100% 2 98 98 0 100% 1.79 100 99 1 99% 2.13 89 88 1 99% 2.63 379 2.14 Recreation 10 9 1 90% 7 11 11 0 100% 3.18 15 13 2 87% 7 13 12 1 92% 3 49 5.05 Safety & Risk Management 8 7 1 88% 9.17 7 7 0 100% 5.75 4 4 0 100% 2 5 5 0 100% 1 24 4.48 Social Sustainability 13 13 0 100% 2.8 21 19 2 90% 2.95 25 23 2 92% 2.46 11 10 1 91% 3 70 2.80 Special Events n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a n/a 0 0 0 0% 0 0 0.00 Streets 365 358 7 98% 2.07 166 164 2 99% 2.13 123 120 3 98% 1.9 86 86 0 100% 2.96 740 2.27 Traffic 43 41 2 95% 4.81 79 78 1 99% 3.91 57 54 3 95% 4.92 44 42 2 95% 6.41 223 5.01 Transfort 16 16 0 100% 10.27 18 18 0 100% 5.87 20 20 0 100% 4 21 21 0 100% 4.12 75 6.07 Utilities 83 79 4 95% 5.15 101 98 3 97% 4.36 105 95 10 90% 4.61 99 95 4 96% 6 388 5.03 Total All Departments 1205 1178 27 98% 1.83 1262 1232 30 98% 2.37 1166 1084 82 93% 2.28 876 843 33 96% 2.38 4509 2.25 **Some discrepancies in totals occur due to rounding Total SARs Total Avg. Resolution Time (days) Total Staff Time (hours) Avg. Staff Time (hours) Total Avg. Resolution Time (days) Total Staff Time (hours) Avg. Staff Time (hours) Total Avg. Resolution Time (days) Total Staff Time (hours) Avg. Staff Time (hours) Total Avg. Resolution Time (days) Total Staff Time (hours) Avg. Staff Time (hours) Total Avg. Resolution Time (days) Total Staff Time (hours) Avg. Staff Time (hours) Cemetery 0 0 0 0 0 0 0 0.00 0 0 0 0 0 0 0 0 0 0.00 0.00 0.00 City Attorney's Office 1 18 2 2 0 0 0 0.00 0 0 0 0 0 0 0 0 1 3.60 2.00 0.50 City Clerk 0 0 0 0 3 4.67 0.91 0.30 0 0 0 0 0 0 0 0 3 0.93 0.91 0.08 City Manager's Office 5 5.2 6.99 1.4 2 2 1.75 0.88 0 0 0 0 0 0 0 0 7 1.44 8.74 0.57 Communications & Public Involvement 6 3.67 4.99 0.83 4 4.25 5.33 1.33 4 2.5 1.75 0.88 2 1 0.25 0.13 16 2.28 12.32 0.79 Community Development Neighborhood Svcs. 29 7.55 38.9 1.34 50 6.42 59.37 1.19 33 5.94 30.62 1.18 41 4.34 23.94 0.58 153 4.85 152.83 1.07 Cultural Services 1 13 3 3 2 4.5 2.33 1.17 0 0 0 0 1 14 0.55 0.55 4 6.30 5.88 1.18 Dial-A-Ride 1 1 0.5 0.5 0 0 0 0.00 0 0 0 0 0 0 0 0 1 0.20 0.50 0.13 Economic Health 2 5.5 1 0.5 2 4 3.33 1.67 3 2.33 0.25 0.25 7 5.13 2.88 0.41 14 3.39 7.46 0.71 Engineering 8 5.13 9.4 1.18 5 2.4 5.41 1.08 2 1 1.25 0.63 7 4.14 8.59 1.23 22 2.53 24.65 1.03 Environmental Services 7 5.43 12.4 1.77 21 5.29 28.73 1.37 14 5.07 17.35 1.33 8 5.75 5.85 0.73 50 4.31 64.33 1.30 FCMoves 4 4.25 5.49 1.37 2 6.5 0.5 0.25 5 4.2 1.25 0.63 3 6.33 1.67 0.56 14 4.26 8.91 0.70 Finance & Budget 6 5.17 3.57 0.6 4 4.25 2.83 0.71 0 0 0 0 7 4.14 3.08 0.44 17 2.71 9.48 0.44 Forestry 3 3.33 4.92 1.64 0 0 0 0.00 3 1.33 2 0.67 0 0 0 0 6 0.93 6.92 0.58 Gardens 0 0 0 0 1 3 4.5 4.50 0 0 0 0 0 0 0 0 1 0.60 4.50 1.13 Golf 0 0 0 0 0 0 0 0.00 0 0 0 0 0 0 0 0 0 0.00 0.00 0.00 Human Resources 0 0 0 0 0 0 0 0.00 1 6 3.75 3.75 2 3.5 3.34 1.67 3 1.90 7.09 1.36 Information Technology 0 0 0 0 1 1 1.08 1.08 2 5 2.33 1.17 1 2 1 1 4 1.60 4.41 0.81 Larimer Humane Society 0 0 0 0 0 0 0 0.00 0 0 0 0 0 0 0 0 0 0.00 0.00 0.00 Municipal Court 0 0 0 0 0 0 0 0.00 0 0 0 0 0 0 0 0 0 0.00 0.00 0.00 Museum 0 0 0 0 0 0 0 0.00 0 0 0 0 0 0 0 0 0 0.00 0.00 0.00 Natural Areas 4 6.5 4.08 1.02 4 5 3 0.75 2 6 1.34 0.67 3 0.67 1.17 0.39 13 3.63 9.59 0.71 Operation Services 1 7 0.58 0.58 3 9 1.58 0.53 0 0 0 0 1 13 4 4 5 5.80 6.16 1.28 Park Planning and Development 0 0 0 0 1 1 0.5 0.50 3 4.33 3.08 1.03 5 4.4 7.92 1.58 9 1.95 11.50 0.78 Parking Services 9 15.67 5.15 0.57 10 7.8 9.9 0.99 19 10.42 17.91 1.05 7 19.27 4.63 0.66 45 10.63 37.59 0.82 Parks 6 8.5 8.4 1.4 12 5 12.4 1.03 13 3.23 11.91 0.92 4 9.5 15.75 3.94 35 5.25 48.46 1.82 Police Services 11 6 10.99 1 19 5.95 21.74 1.14 20 3.9 10.08 0.72 17 3.29 4.82 0.28 67 3.83 47.63 0.79 Recreation 4 12 6.39 1.6 3 4.67 3.15 1.05 5 2.8 8.42 2.11 6 4 13.34 2.22 18 4.69 31.30 1.75 Safety & Risk Management 0 0 0 0 0 0 0 0.00 0 0 0 0 1 1 0 0 1 0.20 0.00 0.00 Social Sustainability 12 3 11.99 1 15 3.87 16.81 1.12 18 2.94 19.75 1.32 9 3.89 4.08 0.45 54 2.74 52.63 0.97 Streets 18 5.94 58.64 3.26 9 5.22 9.66 1.07 10 4.2 19.57 1.96 4 9.25 3.08 0.77 41 4.92 90.95 1.77 Traffic 10 5.7 10.25 1.03 25 6.76 31.6 1.26 11 5.72 5.76 0.82 17 4.65 17.6 1.04 63 4.57 65.21 1.04 Transfort 7 14.14 12.73 1.82 9 8.67 7.58 0.84 6 11.67 10.33 1.72 6 13.83 3.75 0.63 28 9.66 34.39 1.25 Utilities 16 3.56 25.55 1.6 18 5.94 22.22 1.23 14 8 16.75 1.29 15 5.13 12.55 0.84 63 4.53 77.07 1.24 Total All Departments 171 4.86 247.91 1.45 225 3.45 256.21 1.24 188 4.83 185.45 0.99 174 6.18 143.84 0.83 758 3.07 833.41 1.10 **Some discrepancies in totals occur due to rounding and/or additional data (e.g., hours) logged after the initial reporting period. Q1 Q2 Q3 Q4 YTD** and/or additional data (e.g., hours) logged after the initial reporting period. Q1 Q2 Q3 Q4 YTD** road? How can I report a loud party? My neighbors have not shoveled their sidewalk. Will you come and clear it? My neighbors have not shoveled their sidewalk. Will you come and clear it? How can I report a barking dog? What constitutes a weed/grass violation? What are the common violations enforced by Code Compliance? How can I report a loud party? What are the common violations enforced by Code Compliance? My sidewalk was just covered by a snow from a City snowplow. What can I do? What are the common violations enforced by Code Compliance? How do I report a violation of the U+2 rule? How do I report a violation of the U+2 rule? How do I report a violation of the U+2 rule? How can I report a pothole in the road? What are common complaints that are not a code violation? How can I start/stop my utility service? What are the common violations enforced by Code Compliance? How can I report a loud party? Q1 Q2 Q3 Q4 YTD Total SARs 171 225 188 174 758 Darin Atteberry 25 20 18 18 81 Wade Troxell 2 7 9 5 23 Gerry Horak 57 66 62 32 217 Bob Overbeck 40 68 54 76 238 Ray Martinez 22 21 12 13 68 Gino Campana 6 11 9 5 31 Kristin Stephens 10 7 13 6 36 Ross Cunniff 7 22 11 19 59 Other (citizen ) 2 3 0 0 5 Community & Operations Services 22 45 39 47 153 Executive, Legislative & Judicial 8 5 1 0 14 Financial Services 5 3 0 4 12 Information & Employee Services 2 4 3 5 14 Planning, Development & Transportation 87 94 81 70 332 Police Services 10 20 21 17 68 Sustainability Services 21 36 27 16 100 Utilities Services 16 18 16 15 65 Total Staff Time (hrs) 247.91 256.21 185.45 143.84 833.41 Avg. Time per SAR (hrs) 1.45 1.24 0.99 0.83 1.10 *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. SERVICE AREA REQUESTS ALL CASES - 2016 Top Topics Top FAQs 153 100 68 65 14 14 12 0 50 100 150 200 250 300 350 Planning, Dev. & Transportation Community & Operations Sustainability Police Utilities Information & Employee Executive, Legislative & Judicial Financial REQUESTS BY SERVICE AREA PDT received 44% of all SARs in 2016, and COS 20%. All other service areas received 13% or less of total SAR volume. 144 85 56 51 45 36 30 0 20 40 60 80 100 120 140 160 Neighb. Livability & Social Health Safe Community High Performing Government Transportation Environmental Health Culture & Recreation Economic Health 32% of SARs** fell under the Neighborhood Livability & Social Health outcome area; 20% under Safe Community. **Tracking by Outcome began in June, resulting in a partial measurement. REQUESTS BY OUTCOME 2.25 0 0.5 1 1.5 2 2.5 3 2011 2012 2013 2014 2015 2016 (INTERNAL TARGET: < 3 DAYS) 44.95 12.55 10.6 4.82 4.59 1.8 0 Planning, Development & Transportation Community & Operations Utilities Sustainability Police Financial Information & Employee Executive, Legislative & Judicial The total number of SARs decreased slightly from Q3 (188), and total time staff reported working on SARs decreased accordingly. Average staff time reported per SAR is just under 1 hour. The majority of staff time consistently comes from PDT. Q4 2016 PDT received 40% of all SARs this quarter and COS 27%. All other service areas received less than 10% of total SAR volume. 52 37 23 17 15 15 15 0 10 20 30 40 50 60 Neighb. Livability & Social Health Safe Community High Performing Government Transportation Culture & Recreation Economic Health Environmental Health 30% of SARs this quarter fell under the Neighborhood Livability & Social Health outcome area; 21% under Safe Community. All other outcome areas received 13% or less of total SAR volume. REQUESTS BY OUTCOME 0 0.5 1 1.5 2 2.5 3 Q4 '15 Q1 '16 Q2 '16 Q3 '16 Q4 '16