HomeMy WebLinkAboutMemo - Mail Packet - 5/26/2020 - Information From Darin Atteberry Re: Access Fort Collins Q1 2020 Report492
89 86 71
54
925
1216
1530
1245 1469
121
119
124
78
106
Q1 '19 Q2 '19 Q3 '19 Q4 '19 Q1 '20
Public Council/City Manager
This quarter, 6.7% of the total cases were Service Area
Requests submitted by Councilmembers or the City
Manager; the total number of SARs submitted increased
36% from Q4. SARs as a percentage of total case volume
have stayed consistent in 2020 compared to 2019.
The number of standard cases increased by 18% in Q1,
due in part to a significant number of snow-related cases.
CUSTOMERS
Seasonal code compliance and maintenance topics remain
the most popular, as well as parking concerns, which have
increased in recent years.
The significantly higher number of unshoveled sidewalk and
on-street snow/ice requests correlate with the major snowfall
in February 2020.
TOP FIVE TOPICS
Rubbish/
Trash
Illegal
Parking
Unshoveled
Sidewalks
Snow & Ice Potholes
(on-street)
Q1 2020
TOTAL CASES: 1,575 (including SARs)
Total cases submitted through Access Fort Collins increased 19% from Q4 2020 (1,323), due in part to a significant number of snow-
related cases.
34.1%
26.8%
32.6%
40.4%
42.2%
Q1 '19
Q2 '19
Q3 '19
Q4 '19
Q1 '20
The percentage of cases submitted through the mobile
app increased in Q1, correlated in part with the high
number of snow-related requests after the February
snowfall.
% SUBMITTED
THROUGH MOBILE APP
AVERAGE RESPONSE
TIME - DAYS
Staff’s average response time to customers decreased
REQUESTS BY CUSTOMER
SERVICE AREA
REQUESTS: 106
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. “City
Leaders” refers to SARs sent to all City Leaders, rather than a
specific Councilmember.
45
22
16 15
3 2 2 1
0
5
10
15
20
25
30
35
40
45
50
Planning, Dev. &
Transportation
Community & Op.
Services
Sustainability Services
Utilities Services
Police Services
Executive, Legislative
& Judicial
Financial Services
Info. & Employee
Services
REQUESTS BY SERVICE AREA
STAFF TIME (hours reported)
BY SERVICE AREA
31.03
12.3
7.76
2.98
2.17
0.17
0.03
0
Planning, Development &
Transportation
Community & Operations
Services
Sustainability Services
Utilities Services
Financial Services
Police Services
Executive, Legislative &
Judicial
Information & Employee
Services
Total SARs increased 36% from Q4 (28), while total staff
time reported working on SARs lowered slightly (1 hour).
Staff time is self-reported by responding employees.
Q1 2020
PDT received 23% of all SARs this
quarter and COS 11%. All other
Service Areas received 8% or less of
total SARs in Q1.
23
20 19
17
14
7 6
0
5
10
15
20
25
High Performing
Government
Neighb. Livability &
Social Health
Culture & Recreation
Safe Community
Transportation &
Mobility
Economic Health
Environmental Health
SARs were fairly evenly
distributed in Q1, with the
top four Outcome Areas
receiving 16-22% each.
REQUESTS BY OUTCOME
Due to rounding,
percentages may
not total 100.
* On behalf of Council
Darin
Atteberry*
26%
Julie
Pignataro
12%
City
Leaders
10%
Emily
Gorgol
10%
Ross
Cunniff
10%
Susan
Gutowsky
9%
Ken
Summers
9%
Wade
Troxell
7%
Kristin
Stephens
4%
somewhat in Q1, which corresponds with the seasonal
decrease in total cases. Of note, however, is that the response
time for Q1 2020 is shorter than the response time for Q1 2019,
even though there were 50% more cases in Q1 2020 than in Q1
2019. Response times remain well below the 3-day target.
(INTERNAL TARGET: < 3 DAYS)
1.47
1.68
1.83
1.53 1.31
0.00
0.50
1.00
1.50
2.00
2.50
3.00
Q1 '19 Q2 '19 Q3 '19 Q4 '19 Q1 '20
May 21, 2020
TO: Mayor & City Council
FROM: Darin Atteberry
FYI /sek