HomeMy WebLinkAboutReport - Mail Packet - 1/19/2021 - Information From Darin Atteberry Re: Access Fort Collins Cases Q4 2020 And Year End 2020293
104
65 64 57
1245 1469
1464 1427
1165
78
106 152 167
105
Q4 '19 Q1 '20 Q2 '20 Q3 '20 Q4 '20
Public Council/City Manager
This quarter,9%of the total cases were Service Area
Requests submitted by Councilmembers or the City
Manager;the total number of SARs submitted decreased
37%from Q3.SARs as a percentage of total case volume
have stayed consistent in 2020 compared to 2019.
The number of standard cases also decreased in Q4.
CUSTOMERS
Illegal parking and code compliance topics remain two of the
most popular.COVID-19 mask requirements were mandated
in Q2 2020 but were a less popular topic by Q4 2020.
The high number of ice/snow complaints correlate with the
winter season.
TOP FIVE TOPICS
Rubbish/
Trash
Code
Compliance
Unshoveled
Sidewalks
Snow & Ice
(on-street)
Illegal
Parking
Q4 2020
TOTAL CASES: 1,270 (including SARs)
Total cases submitted through Access Fort Collins decreased 20% from Q3 2020 (1594), while the top five topics remained
consistent with Q4 2019.
The percentage of cases submitted through the mobile
app increased in Q4,which is consistent with Q4 ‘19.
% SUBMITTED
THROUGH MOBILE APP
AVERAGE RESPONSE
TIME -DAYS
Staff’s average response time to customers decreased slightly
in Q4.The response time for Q4 2020 is shorter than the
response time for Q4 2019.Response times remain well below
the 3-day target.
(INTERNAL TARGET: < 3 DAYS)
1.53
1.31 1.24
1.49 1.29
0.00
0.50
1.00
1.50
2.00
2.50
3.00
Q4 '19 Q1 '20 Q2 '20 Q3 '20 Q4 '20
40.40%
42.20%
21.60%
25.30%
37.40%
Q4 '19
Q1 '20
Q2 '20
Q3 '20
Q4 '20
January 14, 2021
TO: Mayor & City Council
FROM: Darin Atteberry
FYI /sek
REQUESTS BY CUSTOMER
SERVICE AREA
REQUESTS: 105
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.
30 29
10 8 7
2 0 00
5
10
15
20
25
30
35
Community ServicesPlanning, Dev. &TransportationPolice ServicesUtilities ServicesSustainability ServicesFinancial ServicesExecutive, Legislative& JudicialInfo. & EmployeeServicesREQUESTS BY SERVICE AREA
STAFF TIME (hours reported)
BY SERVICE AREA
26.8
9.98
6.52
4.94
2.65
1.59
0.22
0
Planning, Development &
Transportation
Community Services
Sustainability Services
Police Services
Utilities Services
Executive, Legislative &
Judicial
Financial Services
Information & Employee
Services
Total SARs submitted decreased 37%from Q3 (167),and
staff time reported working on SARs also decreased by
nearly half (47 hours).
Staff time is self-reported by responding employees.
Q4 2020
Community Services received 30%of
all SARs this quarter and PDT 29%.All
other Service Areas received 10%or
less of total SARs in Q4.
36
17 17
11 8
2 2
0
5
10
15
20
25
30
35
40
High PerformingGovernmentSafe CommunityNeighb. Livability &Social HealthTransportation &MobilityEnvironmental HealthEconomic HealthCulture & RecreationSARs were somewhat
evenly distributed in Q4,
with the top four
Outcome Areas receiving
11-36% each.
REQUESTS BY OUTCOME
Due to rounding,
percentages may
not total 100.
* On behalf of Council
Darin
Atteberry*
34%
Julie
Pignataro
11%
Kristin
Stephens
4%
Wade
Troxell
7%
Ken
Summers
5%
Susan
Gutowsky
8%
City
Leaders
12%
Ross
Cunniff
8%
785
316 312 274 243
3751
3955 4504
4916
5525
758 820
695 442
530
2016 2017 2018 2019 2020
Public Council/City Manager
Total Access Fort Collins use increased 13%over 2019,
while customer-submitted (non-SAR)requests increased by
12%.In the prior four years,SARs comprised approximately
13-19%of all cases in the system,with the percentage
generally decreasing each year.In 2020,SARs as a
percentage of total cases increased slightly from 8.2%to
9.6%.
CUSTOMERS
Nuisance reports are consistently the most-frequently
requested topics.Illegal Parking (often in neighborhoods)
has also ranked in the top five topics the past three years.
Major snow events in both Q1 and Q4 of 2020 contributed to
Unshoveled Sidewalks as the leading topic.
TOP FIVE TOPICS
Other Code
Violations
Weeds/
Grass
Rubbish/
Trash
Unshoveled
Sidewalks
Illegal
Parking
Year-End 2020
TOTAL CASES: 6,055 (including SARs)
21.6%
25.3%
27.9%
33.4%
31.6%
2016
2017
2018
2019
2020
2020 saw a slight decrease in the percentage of mobile
cases.The percentage of cases submitted via a mobile
device began increasing in mid-2016 when Comcate
redesigned their app.
% SUBMITTED
THROUGH MOBILE APP
AVERAGE RESPONSE
TIME -DAYS
Staff’s average response time to customers continued to
decrease in 2020 even as the total number of cases continued
to grow. Contributing factors have included reinforcing to staff
the three-day response target and changing the auto-response
email to state that goal to customers.
2.25 2.39
1.96
1.73
1.33
0.00
0.50
1.00
1.50
2.00
2.50
3.00
2016 2017 2018 2019 2020
(INTERNAL TARGET: < 3 DAYS)
Emily
Gorgol
8%
Darin
Atteberry*
33%
Ross
Cunniff
7%
City
Leaders
12%
Kristin
Stephens
23%
Julie
Pignataro
9%
Susan
Gutowsky
6%
Wade
Troxell
6%
Ken
Summers
5%
REQUESTS BY CUSTOMER
SERVICE AREA
REQUESTS: 530
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.
STAFF TIME (hours)
BY SERVICE AREA
92
82
55
41
22
13
4
0
Planning, Development &
Transportation
Community Services
Utilities
Sustainability
Police
Executive, Legislative &
Judicial
Financial
Information & Employee
In 2020 City staff reported a cumulative 310 hours
responding to Service Area Requests,with 30%of that
time allocated to PDT responses.This general distribution
trend is consistent year over year.
Staff time is self-reported by responding employees.
Year-End 2020
169
145
68 51 43 29 15 2
0
20
40
60
80
100
120
140
160
180
Community ServicesPlanning, Dev. &TransportationSustainability ServicesUtilities ServicesPolice ServicesExecutive, Legislative& JudicialFinancial ServicesInfo. & EmployeeServicesREQUESTS BY SERVICE AREA
Community Services received 31% of
all SARs in 2020, and PDT 27%. This
general distribution trend is consistent
year over year.
149
99 90
57 52 44
30
0
20
40
60
80
100
120
140
160
High PerformingGovernmentNeighb. Livability &Social HealthSafe CommunityCulture & RecreationTransportationEnvironmental HealthEconomic Health28% of SARs fell under the HPG outcome; others
were fairly evenly distributed across outcomes.
This distribution trend is consistent year to year.
REQUESTS BY OUTCOME
* On behalf of Council Due to rounding,
percentages may
not total 100.