C N ORLEANS QualityofLifeSTAT

CITY OF NEW ORLEANS

August 15th, 2013 (Reporting Period: July 2013)

www.nola.gov/opa

QualityofLifeSTAT

http://www.nola.gov/opa

QualityofLifeSTAT August 15, 2013

● Introduction and Announcements

● Open and Effective Government

● Sustainable Communities

● Public Safety

● Children and Families

Agenda

2


Purpose: The Landrieu Administration developed a strategic framework to map out the City’s overall direction. The framework links services, programs, strategies, objectives, and goals to the City’s mission, values, and vision, and incorporates performance measures to assess performance. In QualityofLifeSTAT, City leaders and managers review key performance results related to citizens’ quality of life. In order to improve results, City leaders and managers review and assess progress achieved, overall trend data, and the likelihood of meeting performance targets. For programs at risk of not meeting targets, leaders and managers identify prospects and tactics for performance improvement, and make adjustments to operational plans as needed. To account to citizens and Councilmembers for the spending of resources provided, QualityofLifeSTAT meetings are open to the public. Scope: QualityofLifeSTAT focuses on Citywide topics that lead to a perception of neglect and are reported frequently to multiple sources (e.g. 311, Councilmembers, department heads, the NOPD, and at community meetings). QualityofLifeSTAT does not focus on performance managed in other STAT programs or initiatives, nor does it include in depth discussions of complaints about specific locations.

Questions and Comments: Index cards are available to the public at the sign-in table, which can be used to submit questions and comments or to report specific issues. Throughout the meeting, completed cards will be reviewed. General questions and comments may be discussed by the group and specific issues will be assigned to departments.

Purpose and Scope

3

QualityofLifeSTAT August 15, 2013 4

City Strategic Framework

Public Safety

Rebuild citizen confidence in public safety offices

Ensure safe and secure neighborhoods, and

reduce the murder rate

Prepare for, mitigate, and effectively respond to

emergencies

Open and Effective Government

Exercise effective management and

accountability for the City’s physical resources

Attract, develop, and retain public servants

throughout City government empowered

to deliver high-quality customer service

Facilitate the legal, administrative, and policy

work of governmental bodies serving City

residents

Children and Families

Improve health outcomes for City residents

Support the development of strong and resilient

youth and families, including children in

schools

Provide high-quality cultural and recreational

opportunities to City residents and visitors

Facilitate the provision of effective human services

to City residents

Economic Development

Promote business growth and job creation

Develop and train the local workforce, and

connect residents with jobs

Sustainable Communities

Maintain and improve public infrastructure

Promote Quality Neighborhoods

Promote energy efficiency and environmental

sustainability

Innovation

Implement projects that enable the achievement

of citywide outcomes and that provide long term

value

Result Area Goals and Objectives

Mission The City of New Orleans delivers excellent service to its citizens with courage, competence and compassion.

Values Integrity, Excellence, Transparency, Teamwork, Responsiveness, Innovation, Diversity and Inclusion

Vision New Orleans is a model city. We are a unified city. We are a creative city.


Open and Effective Government Goal: Ensure sound fiscal management and transparency, promote effective, customer-driven services and foster active citizen

engagement in City government.

Objectives and Strategies Outcome Measures

Exercise effective management and accountability for the City’s

physical resources

1. Effectively steward the City’s financial resources

2. Manage the City’s information and analyze the City’s

performance data

3. Manage vendor relationships and provide oversight of City

contracts

4. Responsibly support the City’s capital assets

Bond ratings (S&P, Fitch, Moody’s)

Comprehensive Financial Statement Audit Opinion

Property tax collection rate (two year)

Satisfaction with ITI services

Average number of respondents to bids and RFPs

Attract, develop, and retain public servants throughout City

government empowered to deliver high-quality customer service

1. Cultivate a high-quality City workforce

2. Provide fair and reasonable benefits to City employees and

retirees

Turnover rate

Employee engagement and satisfaction (specific questions TBD

from an internal survey

Facilitate the legal, administrative, and policy work of governmental

bodies serving City residents

1. Govern the City with integrity and accountability

2. Defend the City’s legal interests

3. Promote civic engagement

4. Facilitate, link, and leverage resources with external

organizations

Citizen satisfaction with overall government services (UNO

Quality of Life Survey)

Philanthropic resources secured

6

311 Dashboard

Existing Onboarded Departments

Onboarding Metrics Code

Enforce DPW Main.

DPW Parking

DPW Traffic

Health MTCB Parks &

Parkways Sanitation

Timeliness to Close Requests (Closed cases meeting target > 80%, 50-80%, <50%)

Request Closure Rate (Closed Cases >= New Cases Yes/No)

Backlog to Closed Requests Ratio (1-4, 5-7, >=8)

311 Tool Usage (Resources actively managing cases using Lagan)

Overall

Actions Pending

Note: Case closures reflect

Lagan, not LAMA

Address case backlog

Capture all work in 311

Address case backlog and

actively manage

cases in 311

None

Establish Expected Days to Close

Target(s)

Monitor & refine Tree

Service Emergency

request creation process.

Procure recycle carts.

Address vendor

backlog.

7

311 Roadmap

Jan Feb Mar Apr May June July Aug Sept Oct Nov Dec

De

pt.

On

bo

ard

ing

Voter

Op

era

tio

ns

CSR Quick Access

Lagan Maps Phase I

Citizen Mobile External Knowledge Base

Lagan Training

Safety & Permits (IRs)

Lagan Maps Ph II

Key

On Target

Issues

At Risk

Completed

Not started

Improve Existing Dept Onboarding DPW Maint, DPW Traffic - Streetlights only

Lagan BI Install***

Taxi IRs

Parks & Parkways 311 & GIS GIS Grant Completion

311 Rollout

Lagan BI Training

Lagan upgrade (13R1)

Hurricane Prep EOC Coord

Cont’d

Exercise

Mosquito

Health On-Boarding

EMS

NORDC On-Boarding

Web Forms Prototype

Employee Mobile

Ops Stabilization

Taxi IR/SRs

Finance On-Boarding

Auto-Attendant Enhancement

E E

E = Election

QualityofLifeSTAT August 15, 2013 Data Source: 311

8

NOLA 311

Action Items

Date Responsible Parties

Action Item Due Status

7/12/12 M. Torri, M. Jernigan

Incorporate FEMA street repair plans into 311 knowledge base

Ongoing (long term)

Once Lagan Maps functionality is available, will coordinate to incorporate and use data

7984 9166

38026

22053 19830

15958

11158

16796

12908 13783 16268

14209 13217 15,373

380 436 1653 1002 862 798 620 763 679 656 707 646 661 732 0

5000

10000

15000

20000

25000

30000

35000

40000

Total Calls

Calls Average Calls Per Day

913 949

15866

3985 5434 5276

3123 5038 4588 3710 4764 3771 3650 4,337 1928 1833

2976

3345

5550 3815

4686 3592 4396 5908 3342

2060 1727 2,135

1746 2292

3390

4354

3595

2195

1660 2290 2044

2515 3103

3283 3152 4029

0

5000

10000

15000

20000

25000

311 Requests Info Requests Referrals Service Requests


NOLA 311

9 Data Source: 311

120 123 124

140 140 147 145

151 150 162

169 180

161 172

0

20

40

60

80

100

120

140

160

180

Jun-12 Jul-12 Aug-12 Sep-12 Oct-12 Nov-12 Dec-12 Jan-13 Feb-13 Mar-13 Apr-13 May-13 Jun-13 Jul-13

Seco

nd

s

Average Call Length

Average Call Length Target (160)

15 17

70

43

57 64

21 27

22 18

14 9

5

13

0

10

20

30

40

50

60

70

80


Seco

nd

s

Average Hold Time

Average Hold Time Target (15)


10

NOLA 311

*Note: Agents 9, 10 and 11 hired in mid-March.

98

75

85

98

78 75

67 70 70 66

60

90

72

85 91

67

89

59

69

81 74

22

97

65

96

85 88

94

70 75

94

77 75

93 88

93

84 88

93

83

93 90

100

80

97

80 83 83 83

100

50

97 100

80 85

0

10

20

30

40

50

60

70

80

90

100

Agent 1 Agent 2 Agent 3 Agent 4 Agent 5 Agent 6 Agent 7 Agent 8 Agent 9 Agent 10 Agent 11

Average Agent Scores YTD by Agent

Call Documentation Score Warm Transfer Score Quality Scores Average Call Time Score Ready Time Score

75 77 80 80 79 87

80 76 83 81

96

78 73

85 85 91

78 73

91 87 82 78

73 82

87 91

78 73

82 87 91

0

20

40

60

80

100

120

Call Documentation Score Warm Transfer Score Quality Scores Ready Time Score Average Call Time Score

Average Agent Scores

Jan-13 Feb-13 Mar-13 Apr-13 May-13 Jun-13 Jul-13


11

Key Performance Indicator: Call abandonment rate for 311

2013

YTD Actual

Annual Target

Status

10% ≤ 10%

Responsible Organization: Information Technology and Innovation

Key Performance Indicator: Average monthly percent of 311 first call resolution

2013

YTD Actual

Annual Target

Status

65% 70%

Responsible Organization: Information Technology and Innovation

Note: First call resolution includes information requests and undocumented calls. Excludes service requests and department referrals.

6% 6%

18%

12% 10%

16%

8% 10% 9% 9%

14%

9% 9%

12%

0%

5%

10%

15%

20%

Abandonment Rate Target (10%)

46% 45%

64% 70% 65% 81%

64% 69% 80%

60% 71%

58% 59% 59%

0%

20%

40%

60%

80%

100%

First Call Resolution Target (70%)


12

NOLA 311 Top Requests and Referrals in July Service Requests No. Prior

Month

(June)

Rank

1 Code Enforcement

General Request

926 1

2 Street Light 416 2

3 Trash/Garbage 388 3

4 Residential

Recycling Programs

375 4

5 Abandoned Vehicle 257 5

Information

Requests

No. Prior

Month

(June)

Rank

1 Sanitation Service

Fees

212 1

2 Birth Certificates 138 3

3 Traffic Court 131 2

4 Assessor 113 4

5 Code Enforcement 62 -

Department

Referrals

No. Prior

Month

(June)

Rank

1 Safety & Permits 263 1

2 Parks & Parkways 196 -

3 Code Enforcement 141 3

4 Taxicab Bureau 121 -

5 Public Works 112 2

Department Deputy Mayor Escalations CAO Escalations Code Enforcement 2

DPW-Parking 1 1 MTCB 1

July Deputy Mayor and CAO Escalations for Citizen Follow-Up Cases


Sustainable Communities Goal: Support sustainable communities that integrate quality housing, transportation, schools, commercial development, energy

efficiency, parks and green space, flood protection and cultural assets.



1. Maintain and improve road surface infrastructure

2. Consistently implement Complete Streets philosophy in streets

investments

3. Effectively administer the City’s capital improvements program

4. Optimize the City’s subsurface drainage infrastructure to

ensure resilient neighborhoods

Citizen perceptions of condition of streets (UNO Quality of Life

Survey)

Mean travel time to work (American Community Survey)

Percentage of workers commuting to work by means other

than driving alone (including carpooling, public transportation,

biking, and walking)


1. Reduce blighted properties by 10,000 by the end of 2014

2. Provide effective sanitation services to residents and

businesses

3. Protect and preserve parks and other green spaces

4. Regulate land use to support safe, vibrant neighborhoods and

preserve historic properties

Blighted residential addresses or empty lots (GNOCDC analysis

of USPS data)

Citizen perceptions of parks and recreation (UNO Quality of Life

Survey)

Citizen perceptions of trash pickup (UNO Quality of Life Survey)

Citizen perceptions of general quality of life (UNO Quality of

Life Survey)

ParkScore (based on acreage, service and investment, and

access) (Trust for Public Land)

Promote energy efficiency and environmental sustainability

1. Restore the City’s marshes and coastline

2. Promote green energy and other sustainability measures

3. Remediate brownfields, lead, and other environmental hazards

Percentage of days with healthy air quality (EPA)

Health based drinking water violations (EPA)

Certified green buildings (US Green Building Council)

Land acres in Orleans Parish (US Geological Survey)

QualityofLifeSTAT August 15, 2013 Data Source: DPW Weekly Maintenance Reports

14

Key Performance Indicator: Number of potholes filled

2011 2012 2013

Actual Target Met?

Actual Target Met?

YTD Actual Annual Target

Status

54,637 60,401 25,164 20,000

Responsible Organization: Department of Public Works

311 Pothole/Roadway Surface Repair Service Requests

Note: Expected days to close, developed in 2012: 60-365 days.

89 151 195 131 100 172 246 292 161 200

2321 2418 2534 2566 *2669

0

1000

2000

3000

Mar-13 Apr-13 May-13 Jun-13 Jul-13

Re

qu

est

s

*Pothole/Roadway Surface Repair

Closed Requests New Requests Open Requests (End of Month)

74

8 2 3 2

111

13 12 2

13

147

9 4 8 27

94

11 5 5 16

81

5 3 3 8

020406080

100120140160

0-30 31-60 61-90 91-120 More than120

Cas

es

Days

Days to Close Pothole/Roadway Surface Repair


54,637 60,401

25,164 20,000

0

20,000

40,000

60,000

80,000

Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec

Po

tho

les

2011 Actual 2012 Actual 2013 Actual 2013 Target

*Includes 3 cases re-opened in July.


15

DPW Maintenance 311 Service Requests

Responsible Parties

Issue/Status Due

M. Jernigan Service request closure targets are set to 365 days. Need to review and revise.

Past Due

M. Nolan Significant case backlog exists. Resources/funding unavailable to address requests. 5799 open cases at end of July 2013.

Ongoing

311 Issues

2 7 17

10 8 4 13

24

10 11

103 109

116 117 120

0

20

40

60

80

100

120

140


Re

qu

est

s

Manhole Cover Maintenance


20 25 28 18 15 32 34 48 29 38

493 503 529 543

568

0

100

200

300

400

500

600


Re

qu

est

s

*Sidewalk Repair


7 9 14 14 10 14 25 24 25 16

157

252

183 194 200

0

50

100

150

200

250

300


Re

qu

est

s

Road Shoulder Repair


*Includes 3 cases re-opened in July.


16

DPW Traffic 311 Service Requests

311 Issues

Responsible Parties Issue Due Status

A. Yrle No Traffic resource actively managing cases in Lagan

Past Due Resource initially identified in Nov. 2012, and expected to free-up in fall 2013.

3 1 3 2 2 8 6 8 8 10

40 45 50 56

64

0

20

40

60

80


Re

qu

est

s

Road Surface Marking


3 12 36

18 51

29 47

65 34 22

250 285

315 331 302

0

50

100

150

200

250

300

350


Re

qu

est

s

Street Name Sign


38 28 60 44 19 64 82 96 67 49

397 452 488 511 541

0

200

400

600


Re

qu

est

s

Traffic Sign


98 57

27 25 19 47

76 46 42 32

232 251 272 289 302

0

100

200

300

400

Mar-13 Apr-13 May-13 Jun-13 Jul-13R

eq

ue

sts

Traffic Signal



2011 2012 2013

Actual Target Met?

Actual Target Met?

YTD Actual

Annual Target

Status

10,891 12,500 13,841 8,000

Data Source: DPW Streetlights Monthly Report 17

Key Performance Indicator: Number of streetlight outages restored Responsible Organization: Department of Public Works

Note: Totals do not include 313 Hurricane Isaac related repairs in Q4 2012.

2,222

1,455

20 - 239

1,392 1,169

326 702

245 543

233 377 185

233

68

261 353

830

449

122

117

366

50 71

186 267 439

734

789

1,218

2,023 1,692 1,508 1,770

0

500

1,000

1,500

2,000

2,500

3,000


Re

pai

rs

Routine Maintenance Major Repairs LED

5,874 5,978

7,226 7,209 7,312

6,400

5,575 5,329

4,551 4,233 4,112

3,599 3,330 2,972

12% 12%

14% 14% 14%

13%

11% 10%

9% 8% 8%

7% 7% 6%

0%

2%

4%

6%

8%

10%

12%

14%

16%

-

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000


Ou

tage

s

Streetlight Outages Routine Major Percent of Streetlights Out


12 8 10 20 11 15 21 2 5 2 2 5 1 3 2 2 7 4 1 3

312

456 435

200

0 16 84

0

100

200

300

400

500

0-30 31-60 61-90 91-120 121-150 150-180 More than 180

Cas

es

Days

Days to Close Mar-13 Apr-13 May-13 Jun-13 Jul-13

311 Issues

Data Source: DPW Streetlights Monthly Report


311 Streetlight Service Requests

18

Responsible Parties

Issue Due Status

M. Jernigan/M. Torri

New method needed for closing the backlog of streetlight cases based on actual work completed

Past Due Postponed until after August community meetings. Royal Engineering actively updating cases created after 4/2/13.

97 16 15 8

1303

526 567 555 368 416

3703 4261

4805 5168

4281

0

1000

2000

3000

4000

5000

6000


Re

qu

est

s


77%

26%

12%

93%

6% 1% 1% 0%

54%

0%

20%

40%

60%

80%

100%

Nov-12 Dec-12 Jan-13 Feb-13 Mar-13 Apr-13 May-13 Jun-13 Jul-13

Closed 311 Requests as Percentage of All Outages Restored

QualityofLifeSTAT August 15, 2013 Data Source: 311 19

Key Performance Indicator: Average number of days to close 311 abandoned vehicle calls Responsible Organization: Department of Public Works

2011 2012 2013

Actual Target Met?

Actual Target Met?

YTD Actual

Annual Target

Status

17 - 18 38 ≤ 25

13 14

23 25

18 18

30

40

69

34 34 35

26

34

27

36

49

44

52

57

70

75

41 38 38

42

53

43

0

10

20

30

40

50

60

70

80


Day

s

Avg Days to Close (Month of Close) Avg Age of Open (End of Month) Target Days to Close (25)




10/4/12 M. Jernigan; A. Square

Contract with additional towing companies for abandoned vehicles

Past Due Request for bids to be developed. Some firms may provide services at no cost to the City. To pay private contractors up front, would need to include in budget, or set up enterprise fund.

11/1/12 D. Macnamara, J. Soileau, All

Obtain lists of top issues for enforcement, develop enforcement strategy, and train Quality of Life officers

Ongoing P&P and Sanitation provided lists. DPW is developing a card for officers. DPW and NOPD developed draft procedures for processing parking tickets, and will commence training and ticket book issuance now that special events are complete.

Action Items

Data Source: 311

154 156

192

170 169

190

124

270

151

191 183

222

182

218

164

196

165

209 212

178

153

195

166

219 214

176 173

257

219

0

50

100

150

200

250

300


Re

qu

est

s 311 Abandoned Vehicle Service Requests


QualityofLifeSTAT August 15, 2013 Data Sources: DPW Weekly Maintenance Reports and 311

21

Key Performance Indicator: Number of catch basins cleaned Responsible Organization: Department of Public Works

311 Street Flooding/Drainage Service Requests

2011 2012 2013

Actual Target Met?

Actual Target Met?

YTD Actual

Annual Target

Status

3,339 5,364 2,039 3,000


67

6 5

91

3 1 2

132

9 5 3

75

23

3 10 16

128

23 11 6

47

0

20

40

60

80

100

120

140


Cas

es

Days

Days to Close


78 97 149 127 215

116 258 246

158 209

1914 2076

2174 2207 2204

0

500

1000

1500

2000

2500


Re

qu

est

s


3,000

5,364

2,039

-

2,000

4,000

6,000

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Cat

ch B

asin

s

2013 Target 2012 Actual 2013 Actual


DPW 311 Issues

Responsible Parties Issue/Status Due

M. Jernigan Identify Interim case status for service requests that have up to 365 day turn-around time. A 311 team member can help with this task if necessary.

Pending

M. Jernigan Determine how administrative staff / 311 liaisons can re-prioritize their work to allocate more time to actively manage 311 cases.

Pending

M. Jernigan Ensure that each division uses Lagan as the single database of work records. Pending

M. Jernigan Inform 311 which service requests / business processes should be analyzed by ITI’s Service & Innovation team to help identify potential efficiencies / operational improvements.

Pending

E. Kerkow Contact DPW to schedule a demo of the new 311 employee mobile module that will allow DPW staff to manage cases in the field via a mobile device.

Pending

QualityofLifeSTAT August 15, 2013 23 Data Source: Sewerage and Water Board of New Orleans

Sewerage and Water Board of New Orleans

Customer Service Report

Indicators of Metric Results

July 2013

Green = Favorable Variance

Yellow = Minimal Variance / No Action Recommended

Red = Unfavorable Variance / Action Recommended

Operations Support Goal Goal Met

Within Control Limits

Trend

Billing Accuracy / Reasonable

Meters Read

Estimated Bills

High Bill Complaints

Adjusted Bills

Problem Resolution Customer Contacts

Call Wait Time

Abandoned Calls

Low Water Pressure

Water System Leaks

Sewer System Leaks

Collections Effectiveness Accounts Off for Non-Payment

Receivables 30 to 120 Days Old

Receivables 120 Days and Older



2011 98.4% 98.3% 96.2% 97.4% 98.2% 98.1% 98.0% 98.4% 97.4% 98.5% 98.6% 98.5%

2012 98.1% 99.1% 99.3% 99.3% 99.3% 99.3% 98.9% 87.9% 96.2% 99.0% 99.2% 99.1%

2013 98.4% 98.8% 99.1% 99.2% 99.2% 99.0% 99.0%

Analysis

The purpose of the customer billing and collection processes is to collect revenues from customer

accounts that are billed according to the service rules and are based upon accurate metered consumption.

Obtaining an accurate reading is the first step in that process. Staff has maintained a reading rate near or

above the goal since since April 2010 except for two months affected by Hurricane Isaac.

Plans for Improvement

Staff is working to reduce the number of estimated and erroneous readings. Also, the Automated Meter

Reading pilot project is also intended to reduce the number of estimated and erroneous readings, as well

as to reduce the cost of obtaining a validated reading.

Data Table

Currently Meeting

Goal: Yes


Meters Read as a Percentage of Total Meters

Constituency:

Customer Ratepayers

Objective: Provide

Accurate Bills

Goal: Read 98% or

more of meters each

month

Process Operating

Within Control Limits:

Yes

Trend: Favorable

80.0%

82.0%

84.0%

86.0%

88.0%

90.0%

92.0%

94.0%

96.0%

98.0%

100.0%

Jan

Feb

Mar Apr

May Jun

Jul

Aug

Sep

Oct

Nov

Dec Jan

Feb

Mar Apr

May Jun

Jul

Aug

Sep

Oct

Nov

Dec Jan

Feb

Mar Apr

May Jun

Jul

Aug

Sep

Oct

Nov

Dec

2011 2012 2013

Measurement Average Linear (Measurement)

QualityofLifeSTAT August 15, 2013 Data Source: Sewerage and Water Board of New Orleans

24


2011 4.1% 3.7% 2.9% 2.9% 3.4% 4.0% 6.3% 3.8% 12.4% 2.8% 2.7% 3.2%

2012 2.8% 2.5% 2.4% 2.6% 3.9% 2.5% 3.6% 5.1% 18.8% 3.6% 2.7% 2.7%

2013 4.9% 3.1% 2.7% 2.6% 2.5% 2.6% 2.8%

Process Operating


Yes

A bill is estimated if the meter is not read by the designated billing date. Bills are also estimated when a

meter is read and the reliability of the reading is doubtful and the account is placed on an exception report. If

the reading is not verified by the billing date, the bill will be estimated. Spikes in estimated bills usually occur

when the Meter Reading department is unable to read a large section of meters during extreme weather.

Analysis


Current plans are focused on obtaining readings for accounts each month and verifying the reliability of

each reading. Future plans will focus on advanced matering infrastructure that allows for readings to be

obtained automatically several times daily.

Data Table

Trend: Favorable

EUM Attribute:

Customer Satisfaction

Description: Provides reliable, responsive, and affordable

services in line with explicit, customer-accepted service

levels. Receives timely customer feedback to maintain

responsiveness to customer needs and emergencies.


Bills Estimated as a Percentage of Total Bills

Constituency:

Customer Ratepayers

Goal: Bill Accounts

With Less Than 2%

Estimated

Objective: Provide Accurate

Bills

Currently Meeting

Goal: Close

0%

2%

4%

6%

8%

10%

12%

14%

16%

18%

20%

Jan

Feb

Mar Apr

May Jun Jul

Aug

Sep

Oct

Nov

Dec Jan

Feb

Mar Apr

May Jun Jul

Aug

Sep

Oct

Nov

Dec Jan

Feb

Mar Apr

May Jun Jul

Aug

Sep

Oct

Nov

Dec

2011 2012 2013




2011 0.5% 0.5% 0.6% 0.5% 0.4% 0.6% 0.6% 0.5% 0.5% 0.6% 0.5% 0.4%

2012 0.4% 0.4% 0.4% 0.3% 0.3% 0.3% 0.4% 0.4% 0.4% 0.4% 0.3% 0.3%

2013 0.4% 0.3% 0.3% 0.3% 0.3% 0.3% 0.4%

Analysis

Customers request an investigation about their usage when the bill is higher than normal amounts. The higher billed

amount may be due to: a leak; one or more estimated readings followed by an actual reading; an erroneous meter

reading; or increased water, sewer, or sanitation rates. Before an adjustment can be made, an inspection of the meter

and service line must be performed.


Staff is working to reduce the number of estimated and erroneous readings. Also, the Automated Meter Reading pilot

project is also intended to reduce the number of estimated and erroneous readings, as well as to reduce the cost of

obtaining a validated reading.

Data Table

Currently Meeting

Goal: Yes


Investigations from High Bill Complaints as a

Constituency:

Customer Ratepayers

Objective: Provide

Accurate Bills

Goal: Reduce

percentage over time

Percentage of Total Bills

Process Operating


Yes

Trend: Favorable

0.0%

0.2%

0.4%

0.6%

0.8%

1.0%

1.2%

1.4%

1.6%

1.8%

2.0%

Jan

Feb

Mar

Apr

May Jun

Jul

Aug

Sep Oct

Nov

Dec Jan

Feb

Mar

Apr

May Jun

Jul

Aug

Sep Oct

Nov

Dec Jan

Feb

Mar

Apr

May Jun

Jul

Aug

Sep Oct

Nov

Dec

2011 2012 2013




2011 2.1% 2.1% 3.4% 2.8% 2.3% 3.5% 2.7% 3.4% 2.4% 2.3% 3.1% 2.3%

2012 2.2% 1.9% 2.0% 2.1% 2.0% 2.0% 2.3% 3.9% 2.1% 2.3% 1.8% 2.4%

2013 1.9% 1.7% 2.1% 2.6% 2.9% 2.2% 2.2%

Analysis

Customers request adjustments to their bill due to higher than normal amounts. The higher billed amount may be due to: a

leak; one or more estimated readings followed by an actual reading; an erroneous meter reading; or increased water, sewer,

or sanitation rates. Before an adjustment can be made, an inspection of the meter and service line must be performed.


Staff is working to reduce the number of estimated and erroneous readings. Also, the Automated Meter Reading pilot

project is also intended to reduce the number of estimated and erroneous readings, as well as to reduce the cost of

obtaining a validated reading.

Data Table

Currently Meeting

Goal: Yes


Bills Adjusted as a Percentage of Total Bills Computed

Constituency:

Customer Ratepayers

Objective: Provide

Accurate Bills

Goal: Reduce

percentage over time

Process Operating


Yes

Trend: Favorable

0.0%

1.0%

2.0%

3.0%

4.0%

5.0%

6.0%

7.0%

8.0%

9.0%

10.0%

Jan

Feb

Mar Apr

May Jun Jul

Aug

Sep

Oct

Nov

Dec Jan

Feb

Mar Apr

May Jun Jul

Aug

Sep

Oct

Nov

Dec Jan

Feb

Mar Apr

May Jun Jul

Aug

Sep

Oct

Nov

Dec

2011 2012 2013




2011 22,887 21,210 17,328 18,507 19,943 19,116 23,863 28,102 23,759 23,751 21,839 21,057

2012 21,447 21,313 23,164 23,164 18,977 18,149 23,545 25,870 22,818 22,773 24,842 22,438

2013 25,331 21,051 21,194 19,937 22,446 21,994 20,602

Analysis

Currently Meeting

Goal: Yes

Process Operating

Within Control

Limits: Yes

Trend: Close


Total Inbound Customer Contacts

Constituency:

Customer

Ratepayers

Goal: Reduce

Triggers of

Customer Calls

Objective: Provide Timely

Information and Respond

Promptly to Requests

Customers contact the Sewerage and Water Board to start or end service; to request information about

their bill; to report concerns about their water service, sewer connection, street flooding, or solid waste

sanitation service; and other matters. The Call Center for emergency repairs is operated continously, while

the Call Center for billing and non-emergency issues is operated from 7 AM to 7 PM. Call volumes can vary

significantly month to month.


Staff is analyzing the events that trigger calls in order to determine methods to reduce the volume. Short

term plans for improvement will focus on creating more efficient "scripts" for handling routine call matters.

Longer term plans will focus on reducing the overall call volumes with interactive voice response

capabilities.

Data Table

-

5,000

10,000

15,000

20,000

25,000

30,000

Jan

Feb

Mar

Apr

May

Jun Jul

Aug

Sep

Oct

Nov

Dec

Jan

Feb

Mar

Apr

May

Jun Jul

Aug

Sep

Oct

Nov

Dec

Jan

Feb

Mar

Apr

May

Jun Jul

Aug

Sep

Oct

Nov

Dec

2011 2012 2013


QualityofLifeSTAT August 15, 2013 Data Source: Sewerage and Water Board of New Orleans 28

3,951

2,633

2,167

1,236 1,225 1,174 1,093 1,057

782 758 667

400 245

23%

38%

50%

57%

64%

71%

78%

84% 88%

92% 96%

99% 100%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

0

400

800

1,200

1,600

2,000

2,400

2,800

3,200

3,600

4,000

Cu

mu

lati

ve P

erce

nta

ge

Co

un

t Sewerage and Water Board of New Orleans

Pareto Chart of Types of Customer Calls July 2013

Count Cumlative Percentage 80% Threshold



2011 2:01 2:01 1:59 1:41 1:58 1:55 1:58 2:07 2:30 2:29 1:56 2:20

2012 2:22 2:34 2:22 2:20 2:12 2:29 2:25 2:12 2:10 1:52 1:42 1:36

2013 2:13 2:15 1:51 2:17 2:03 1:52 2:03

Currently Meeting

Goal: Close


Average Call Wait Time

Constituency:

Customer Ratepayers

Objective: Provide

Accurate Bills

Goal: Reduce over

time

Process Operating


Yes

Trend: Level

Analysis

Customers contact the Sewerage and Water Board to start or end service; to request information about

their bill; to report concerns about their water service, sewer connection, street flooding, or solid waste

sanitation service; and other matters. The Call Center for emergency repairs is operated continously, while

the Call Center for billing and non-emergency issues is operated from 7 AM to 7 PM. Call volumes can vary

significantly month to month.


Staff is analyzing the events that trigger calls in order to determine methods to reduce the volume. Short

term plans for improvement will focus on creating more efficient "scripts" for handling routine call matters.

Longer term plans will focus on reducing the overall call volumes with interactive voice response

capabilities.

Data Table

0:00

0:28

0:57

1:26

1:55

2:24

2:52

3:21

3:50

4:19

4:48

Jan

Feb

Mar Apr

May Jun Jul

Aug

Sep

Oct

Nov

Dec

Jan

Feb

Mar Apr

May Jun Jul

Aug

Sep

Oct

Nov

Dec

Jan

Feb

Mar Apr

May Jun Jul

Aug

Sep

Oct

Nov

Dec

2011 2012 2013




2011 4.4% 7.0% 3.4% 5.1% 12.5% 12.8% 13.4% 14.5% 15.6% 15.9% 13.7% 17.3%

2012 19.4% 16.1% 15.6% 15.2% 15.8% 18.8% 18.8% 15.6% 14.7% 11.2% 11.4% 8.9%

2013 13.3% 15.6% 18.7% 24.7% 15.4% 7.0% 14.0%

Currently Meeting Goal:

No

Process Operating


No


Calls Abandoned by Customers as a Percentage of Total

Constituency:

Customer Ratepayers

Goal: Respond to calls

with less than 5%

abandoned




Trend: Unfavorable

Customers abandon their call after waiting for an amount of time considered inconvenient, which varies from customer

to customer. Some portion of the volume of abandoned calls is from customers calling and hanging up on multiple

occasions. Staff is addressing this issue as a top priority. The telephone system was recently upgraded. Since the

upgrade the the Telephone Center has experienced malfunctions. Staff and AT&T are dedicated to correcting these

problems.

Analysis


In order to resolve the significant increase in abandoned calls, additional employees have been hired and are being

trained. Call rollover time has been reduced from 3 minutes to 20 seconds. Medium term plans for improvement will

focus on creating more efficient "scripts" for handling routine call matters. Longer term plans will focus on reducing the

overall call volumes with interactive voice response capabilities.

Data Table

0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

Jan

Feb

Mar Apr

May Jun

Jul

Aug

Sep

Oct

Nov

Dec Jan

Feb

Mar Apr

May Jun

Jul

Aug

Sep

Oct

Nov

Dec Jan

Feb

Mar Apr

May Jun

Jul

Aug

Sep

Oct

Nov

Dec

2011 2012 2013




2011 76 74 71 67 72 89 84 123 85 96 84 65

2012 73 92 66 69 71 82 118 94 82 104 93 110

2013 67 58 77 128 58 93 98

Currently Meeting

Goal: Close


Total Service Requests about Low Water Pressure

Constituency:

Customer

Ratepayers

Goal: Reduce

Number of Service

Requests




Process Operating

Within Control

Limits: Yes

Trend: Close

Analysis

Customers contact the Sewerage and Water Board to request resolution to low water pressure. System

pressure can be impaired by power failures at the treatment plants, by water main breaks, and by certain

types of repair activities.


Staff continues to make repairs to the water system to reduce the number of occasions of low pressure.

Data Table

-

50

100

150

200

250

300

350

400

Jan

Feb

Mar Apr

May Jun Jul

Aug

Sep

Oct

Nov

Dec Jan

Feb

Mar Apr

May Jun Jul

Aug

Sep

Oct

Nov

Dec Jan

Feb

Mar Apr

May Jun Jul

Aug

Sep

Oct

Nov

Dec

2011 2012 2013




2011 733 670 700 645 614 584 580 814 672 886 712 638

2012 739 560 629 543 670 697 863 713 833 1,246 648 526

2013 594 457 567 456 439 508 511

Customers contact the Sewerage and Water Board to request repairs to leaking mains, services and fire

hydrants.


Staff is working with FEMA to expand beyond point repairs to line replacements for water mains with high

frequency of failure.

Data Table

Analysis

Currently Meeting

Goal: Yes

Process Operating

Within Control

Limits: Yes

Trend: Favorable


Total Service Requests for Water System Leaks

Constituency:

Customer

Ratepayers

Goal: Reduce

Number of Service

Requests




-

200

400

600

800

1,000

1,200

1,400

Jan

Feb

Mar Apr

May Jun

Jul

Aug

Sep

Oct

Nov

Dec Jan

Feb

Mar Apr

May Jun Jul

Aug

Sep

Oct

Nov

Dec Jan

Feb

Mar Apr

May Jun Jul

Aug

Sep

Oct

Nov

Dec

2011 2012 2013




2011 505 552 534 348 356 286 271 280 290 331 365 408

2012 464 449 438 349 329 284 311 313 374 396 391 441

2013 604 516 480 563 406 264 295

Analysis

Customers contact the Sewerage and Water Board to request repairs to leaking sewer collection mains

and service lines.


Staff has recently expanded the use of Networks Department field staff focused on sewer system repairs.

Data Table

Currently Meeting

Goal: Yes


Total Service Requests for Sewer System Leaks

Constituency:

Customer

Ratepayers

Goal: Reduce

Number of Service

Requests




Process Operating

Within Control

Limits: Yes

Trend: Close

-

100

200

300

400

500

600

700

800

900

1,000

Jan

Feb

Mar Apr

May Jun

Jul

Aug

Sep

Oct

Nov

Dec Jan

Feb

Mar Apr

May Jun Jul

Aug

Sep

Oct

Nov

Dec Jan

Feb

Mar Apr

May Jun Jul

Aug

Sep

Oct

Nov

Dec

2011 2012 2013




2011 1,807 1,576 1,641 1,744 1,773 2,056 1,687 2,180 1,951 1,933 1,800 1,952

2012 2,456 1,511 1,980 1,638 2,085 1,829 2,024 1,413 1,327 2,676 1,877 1,490

2013 1,641 1,628 1,638 1,770 1,415 1,795 1,613

Currently Meeting

Goal: Not

Applicable


Total Accounts Turned Off for Non-Payment

Constituency:

Customer

Ratepayers

Goal: None

Established

Objective: Ensure

Collection of Payments for

Services Provided

Process Operating

Within Control

Limits: Yes

Trend: Favorable

Analysis

Customers accounts are turned-off for non-payment for balances more than $50 and over sixty days past

due. Although the number of accounts turn-off for non-payment varies widely from month to month, the

overall trend is level and no seasonal pattern is apparent.


Staff is monitoring the number of accounts turned-off for non-payment to determine trend directions. No

actions are contemplated at this time.

Data Table

-

500

1,000

1,500

2,000

2,500

3,000

Jan

Feb

Mar Apr

May Jun

Jul

Aug

Sep

Oct

Nov

Dec Jan

Feb

Mar Apr

May Jun

Jul

Aug

Sep

Oct

Nov

Dec Jan

Feb

Mar Apr

May Jun

Jul

Aug

Sep

Oct

Nov

Dec

2011 2012 2013




2011 3.391$ 3.476$ 3.238$ 3.363$ 3.260$ 3.100$ 3.353$ 3.431$ 3.202$ 3.136$ 3.467$ 3.348$

2012 3.149$ 2.973$ 2.735$ 2.643$ 2.583$ 2.544$ 2.678$ 2.966$ 3.770$ 3.149$ 3.104$ 3.327$

2013 3.348$ 3.243$ 3.127$ 2.907$ 2.748$ 2.860$ 2.819$

Process Operating Within

Control Limits: Yes

Water and sewer accounts receivable that are 30 to 120 days old are handled by internal staff using service

disconnection. When those accounts are turned-off and final bills sent, the remaining balances after 30

days are sent to a collection agency. The uncollectable balances for 2007 and 2008 were higher than

normal due to accounts that remained open for vacated facilities and were written off in 2011 and 2012, .

Analysis


It appears that the higher post-Katrina accounts receivable balances have been resolved through standard

collection practices and that annual collection rates now exceed 98% of annual billings. Staff intends to use

standard process improvement methods to continue collection practices pending implementation of new

billing and collection system.

Data Table

Currently Meeting

Goal: Not Applicable

EUM Attribute:

Financial Viability

Description: Establishes and maintains an effective balance

between long-term debt, asset values, operations and

maintenance expenditures, and operating revenues


Water and Sewer Receivables 30 to 120 Days Old

Constituency:

Customer Ratepayers

Goal: None

established

Objective: Efficient use of

resources in providing

services

Trend: Favorable

$0.0

$0.5

$1.0

$1.5

$2.0

$2.5

$3.0

$3.5

$4.0

Jan

Feb

Mar

Apr

May Jun

Jul

Aug

Sep Oct

Nov

Dec Jan

Feb

Mar

Apr

May Jun

Jul

Aug

Sep Oct

Nov

Dec Jan

Feb

Mar

Apr

May Jun

Jul

Aug

Sep Oct

Nov

Dec

2011 2012 2013

in M

illion

s of

Dol

lars

Measurement Average Goal Linear (Measurement)

Collections Delayed During Hurricane Isaac



2011 30.004$ 30.128$ 18.428$ 18.546$ 18.179$ 18.059$ 18.201$ 18.301$ 18.359$ 17.856$ 17.685$ 17.634$

2012 17.811$ 9.400$ 9.558$ 9.557$ 9.710$ 9.818$ 9.995$ 10.176$ 10.360$ 10.553$ 10.724$ 10.931$

2013 11.104$ 8.552$ 8.766$ 8.928$ 9.055$ 9.113$ 8.939$

Process Operating


Yes

Water and sewer accounts receivable that are 120 days and older are handled by a collection agency. When those

accounts remain uncollected after three years, the balances are written off as part of an annual process. The

uncollectable balances for 2007 and 2008, which were written off early in 2011 and 2012, were higher than normal

due to accounts that remained open post-Katrina for residences and businesses but were not occupied.

Analysis


It appears that the higher post-Katrina accounts receivable balances have been resolved through standard collection

practices and that annual collection rates now exceed 98% of annual billings. Staff intends to use standard process

improvement methods to continue collection practices pending implementation of new billing and collection system.

Data Table

Trend: Favorable

EUM Attribute:

Financial Viability

Description: Establishes and maintains an effective balance

between long-term debt, asset values, operations and maintenance

expenditures, and operating revenues


Water and Sewer Receivables 120 Days and Older

Constituency:

Customer

Ratepayers

Goal: None establishedObjective: Efficient use of

resources in providing services

Currently Meeting

Goal: Not Applicable

$0

$5

$10

$15

$20

$25

$30

$35

Jan

Feb

Mar

Apr

May Jun

Jul

Aug

Sep Oct

Nov

Dec Jan

Feb

Mar

Apr

May Jun

Jul

Aug

Sep Oct

Nov

Dec Jan

Feb

Mar

Apr

May Jun

Jul

Aug

Sep Oct

Nov

Dec

2011 2012 2013

in M

illion

s of

Dol

lars

Measurement Average Goal Linear (Measurement)

Writedown of 2008 Uncollectable Accounts

Writedown of 2009 UncollectableAccounts

Writedown of 2007 UncollectableAccounts


Sustainable Communities Goal: Support sustainable communities that integrate quality housing, transportation, schools, commercial development, energy

efficiency, parks and green space, flood protection and cultural assets.



1. Maintain and improve road surface infrastructure

2. Consistently implement Complete Streets philosophy in streets

investments

3. Effectively administer the City’s capital improvements program

4. Optimize the City’s subsurface drainage infrastructure to

ensure resilient neighborhoods

Citizen perceptions of condition of streets (UNO Quality of Life

Survey)

Mean travel time to work (American Community Survey)

Percentage of workers commuting to work by means other

than driving alone (including carpooling, public transportation,

biking, and walking)


1. Reduce blighted properties by 10,000 by the end of 2014

2. Provide effective sanitation services to residents and

businesses

3. Protect and preserve parks and other green spaces

4. Regulate land use to support safe, vibrant neighborhoods and

preserve historic properties

Blighted residential addresses or empty lots (GNOCDC analysis

of USPS data)

Citizen perceptions of parks and recreation (UNO Quality of Life

Survey)

Citizen perceptions of trash pickup (UNO Quality of Life Survey)

Citizen perceptions of general quality of life (UNO Quality of

Life Survey)

ParkScore (based on acreage, service and investment, and

access) (Trust for Public Land)

Promote energy efficiency and environmental sustainability

1. Restore the City’s marshes and coastline

2. Promote green energy and other sustainability measures

3. Remediate brownfields, lead, and other environmental hazards

Percentage of days with healthy air quality (EPA)

Health based drinking water violations (EPA)

Certified green buildings (US Green Building Council)

Land acres in Orleans Parish (US Geological Survey)


2011 2012 2013

Actual Target Met?

Actual Target Met?

YTD Actual

Annual Target

Status

20,172 19,485 12,077 17,000

Data Source: Department of Parks & Parkways 39

Key Performance Indicator: Total number of acres mowed Responsible Organization: Department of Parks & Parkways

20,172 19,485

12,077

17,000

-

5,000

10,000

15,000

20,000

25,000


Acr

es


36 37

0

10

20

30

40

Jul-13

311 Grass Service Requests (1 open at end of July)

Closed Requests New Requests

10 10

0

2

4

6

8

10

12

Jul-13

311 Park Maintenance/Repair Requests (0 open at end of July)

Closed Requests New Requests

QualityofLifeSTAT August 15, 2013 Data Source: Department of Parks & Parkways

40

Key Performance Indicator: Average number of days to complete non-emergency tree service requests

Responsible Organization: Department of Parks & Parkways

Note: Work orders may include multiple trees.

2011 2012 2013

Actual

Target Met?

Actual

Target Met?

YTD Actual

Annual Target

Status

84 132 173 ≤ 119

51 54 34 35 97 52 78 44 38 48 51 48 77 92 83 118 204

521

72 42

56 49 57 33

142 76 66 65

0

100

200

300

400

500

600


Wo

rk O

rde

rs

Tree Work Orders Closed by Type

Non-Emergency Emergency

65 59 40

25 47 57

90 81 79 101

116 124 146 159

116 111

63

130 112 117 124 124

157 192

163 176 179 170

210 180

148

0

50

100

150

200

250


We

eks

2011 Actual 2012 Actual 2013 Actual 2013 Target (119 Days)

QualityofLifeSTAT August 15, 2013 Data Source: Department of Parks & Parkways Database Export

41

Forestry Activity

6 6 5 4 5 - 3 5 3 6 4 21 46 51 93 186

502

35 11 24 24 21 15 98

42 44 65

117 106

144

80

170

577

127 221

80 47

104 150 122

200 72 77

62

80

159

34

42

67

50 98

150 87

46

70

-

100

200

300

400

500

600

700

800


Wo

rk O

rde

rs

Work Orders Completed No Work Needed/ Private Trees Emergencies Trims Removals

19 20

12

36

14

8

30

-

5

10

15

20

25

30

35

40


Pe

rmit

s

Permits Issued

2011 2012 2013

QualityofLifeSTAT August 15, 2013 Data Source: Department of Parks & Parkways Database Export and Department of Sanitation Monthly Report

42

Bandit Signs Removed

Action Items



10/4/12 C. Sylvain-Lear

Develop a plan for PSAs regarding signs for businesses

Ongoing Items developed: brochure 8/11 (revised 2012/2013); PSAs 6/12 (general), 1/13 (waste tires); and flyers for inside and outside of the French Quarter/Downtown Development District in 3/12 (revised 12/12); draft PSA revised 7/18/13; reminder sent to Communications 8/14/13.

7/12/12 E. Williams, D. Macnamara, C. Sylvain-Lear

Pursue civil actions against repeat bandit sign offenders

Ongoing Law will discuss with Entergy the possibility of Entergy taking action to address the damage to their property. While Law believes that actions in Civil District Court may be brought in the form of injunctions, this may not be the best use of City resources.

21,269

11,705

0

5,000

10,000

15,000

20,000

25,000

30,000

35,000

Jan

-11

Feb

-11

Mar

-11

Ap

r-1

1M

ay-1

1Ju

n-1

1Ju

l-1

1A

ug-

11

Sep

-11

Oct

-11

No

v-1

1D

ec-

11

Jan

-12

Feb

-12

Mar

-12

Ap

r-1

2M

ay-1

2Ju

n-1

2Ju

l-1

2A

ug-

12

Sep

-12

Oct

-12

No

v-1

2D

ec-

12

Jan

-13

Feb

-13

Mar

-13

Ap

r-1

3M

ay-1

3Ju

n-1

3Ju

l-1

3

Sign

s Parks and Parkways Sanitation

310 305 201 431 436

632 846

- - - - - -

1,000

2,000

3,000

4,000

5,000

6,000


Sign

s

2011 2012 2013

QualityofLifeSTAT August 15, 2013 Data Source: Department of Sanitation Monthly Report

43

Sanitation Enforcement

Action Items

Note: Additional inspections performed and summons issued by the NOPD quality of life officers are not included in the totals.



1/3/13 C. Sylvain-Lear, D. Albert

Increase NOPD cooperation on Sanitation priorities

Ongoing

11/1/12 D. Macnamara Research feasibility of utilizing cameras and electronic processing of citations

Ongoing D. Macnamara coordinating.

7/12/12 E. Williams, C. Sylvain-Lear

Draft ordinance authorizing Sanitation Rangers to issue citations for sanitation issues

Ongoing Research being conducted by Asst. City Attorney C. McDonald. Law is also exploring other enforcement issues under Chapter 6.

212 223

171

149

210 194 199

215

149

199 215

238

201

241

8 11 8 6 10 11 13 7 3 10 12 9 6 10

0

50

100

150

200

250

300


Inspections Summons

QualityofLifeSTAT August 15, 2013 Data Source: Department of Sanitation Monthly Report and 311

44

Key Performance Indicator: Number of illegal dumping sites cleared Responsible Organization: Department of Sanitation

2011 2012 2013

Actual Target Met?

Actual Target Met?

YTD Actual

Annual Target

Status

1,013 972 1,159 900

Note: March numbers reflect entering of backlog of 2013 cases from the field.

366

61

109 125

103

340

56

117 139 131

38 34 42 28 56

0

50

100

150

200

250

300

350

400


Re

qu

est

s

311 Illegal Dumping Service Requests


1,013 972

1,159

900

-

200

400

600

800

1,000

1,200

1,400


Site

s


2,030 2,325 2,464

2,960

3,685

1,477

727

-

1,000

2,000

3,000

4,000

5,000

6,000


Tire

s

Tires Removed

2011 Actual 2012 Actual 2013 Actual


45

Action Items



7/12/12 C. Sylvain-Lear

Explore grants to address tire dumping Ongoing To date, unsuccessful. Applied for Keep America Beautiful and Keep Louisiana Beautiful grants for surveillance cameras and other items related to inspections, education, and increased enforcement.

7/12/12 E. Williams, C. Sylvain-Lear, J. Munster

Consider increasing barriers to entry for tire shops via changes in occupational license requirements

Ongoing Sanitation met with Safety and Permits 7/29 to develop standards for CZO related to tire shops.

6/7/12 D. Macnamara

To address tire dumping, coordinate training on occupational licenses for Quality of Life officers, in conjunction with code enforcement training

Ongoing Training sessions are ongoing. Subject areas are broad. Training has been on a platoon level, and with 24 platoons, a means of training more officers at once needs to be explored.

4/5/12 L. Diaz Reach out to neighborhood and volunteer groups to encourage pre-notification to Sanitation of clean-up needs

Ongoing Pre-notifications have increased as a result of disseminating info to organizations, but some are still after the fact.

Key Performance Indicator: Average days to close illegal dumping 311 cases Responsible Organization: Department of Sanitation

Note: Establishing a baseline in 2013. Expected days to close, developed in 2012: 30 days.

32 25 25 24

17

70

49 37 36

10

25

7 8 4

29 35

46 55

73

51 55 53 49

28

15 16 17 14

0

20

40

60

80


Day

s

Avg. Days to Close (Month of Close) Average Age of Open (End of Month)


46

Other Sanitation 311 Service Requests

Trash/Garbage Pickup (Vendor)


Large Item Pickup (Vendor)

Note: Expected days to close, developed in 2012: 10 days.

239

200

118 138

217

94 106

135 136

184

150

57 77 75

57

0

50

100

150

200

250

300


Re

qu

est

s


94

38 34 27 11

114 119

25 16 17 12

202

127

25 24 20 15

79

147

16 29 16 13 37

228

51 38 43 28 54

0

50

100

150

200

250

0-14 15-28 29-42 43-56 57-70 More than70

Cas

es

Days

Days to Close


58

20 17 16 26

102

48

7 19 13 12

101

53 28 25

7 2 3

88

41

9

147

16 14 14 6 20

0

50

100

150

200

0-10 11-20 21-30 31-40 41-50 More than50

Cas

es

Days

Days to Close


318 391

290 258

442

206

313 347 314 388 457 379 436

494

441

0

100

200

300

400

500

600


Re

qu

est

s



47

Other Sanitation 311 Service Requests

Residential Recycling Programs


Responsible Parties

Issue Due Status

C. Sylvain-Lear

Vendors slowly addressing significant case backlog (485 open cases as of 7/31/13).

Ongoing Monitoring ongoing. Net decrease of 94 cases in July 2013.

311 Issues

297

547

317

17 24

299

588

345

264

375

163 205 237

484

835

0

100

200

300

400

500

600

700

800

900


Re

qu

est

s


182

76

3 36

424

59 20 44

207

63 28 19 6 0 2 9 6 2 1 15

0

100

200

300

400

500

0-14 15-28 29-42 More than 42

Cas

es

Days

Days to Close


21 20

29

12

28

16 15

26 21 19

9 4

1

10

4 0

10

20

30

40


Re

qu

est

s

Dead Animal Pickup (Vendor)



Public Safety Goal: Ensure the public’s safety and serve our citizens with respect and dignity.


Rebuild citizen confidence in public safety offices

1. Reform NOPD policies and operations

2. Employ proactive policing and positive community engagement

3. Support oversight entities to promote transparency,

accountability, and trust

Percent compliance with consent decrees

Citizens reporting feeling safe in their neighborhood (NOCC

survey)

Citizen confidence in NOPD (NOCC survey)

Ensure safe and secure neighborhoods, and reduce the murder rate

1. Prevent illegal activity

2. Intervene when conflicts occur to resolve them non-violently

3. Enforce the law with integrity

4. Effectively and fairly administer justice

5. Rehabilitate the incarcerated so that they do not recidivate

6. Coordinate the criminal justice system

Homicide rate

Violent crime rate

Property crime rate

Felony recidivism rates

Average time to disposition

Fatal traffic accidents per 1,000 population

Prepare for, mitigate, and effectively respond to emergencies

1. Respond to emergencies, including fire and medical, effectively

2. Plan and prepare for disasters

Fires per 1,000 structures (with detail on residential,

commercial, and industrial structures)

Fatalities due to fire

Cardiac arrest with pulse at delivery to hospital

Percent of City plans, procedures, and other strategies that are

National Incident Management System (NIMS) compliant

QualityofLifeSTAT August 15, 2013 Data Source: Law Department 49

Key Performance Indicator: Number of tax and public nuisance cases filed before the ABO Board

Action Items

Responsible Organization: Law Department



11/1/12 D. Macnamara, D. Albert

Use murder and shooting data to prioritize ABO prosecutions.

Ongoing Innovation Delivery Team provided list of ABOs in vicinity of murders and shootings, and a sweep of 10 ABOs was conducted on June 25.

2011 2012 2013

Actual Target Met?

Actual Target Met?

YTD Actual

Annual Target

Status

233 310 149 200

310

149

200

0

50

100

150

200

250

300

350


Cas

es

2012 Actual 2013 Actual 2013 Target


NOPD Quality of Life Sweeps ● NOPD, Law, Revenue, Safety and Permits, and the Louisiana Office of Alcohol

and Tobacco Control participated in a sweep of ABOs on July 25th

● 12 locations were checked, and 6 summons were issued

● Citations included: ○ 3 for no manager on premises

○ 3 for dumpster to be secured

○ 3 for administration violations

○ 1 for no live entertainment permit

○ 1 for lack of non-alcoholic beverage permit

○ 1 for failing to pick up from sweeping of premises and sidewalk

● The next Quality of Life Sweep is scheduled for August 29th at 7:00pm.

49


Goal: Promote the health and well-being of youth and families by ensuring that quality educational, economic, health and recreational programming opportunities are available for all.


Improve health outcomes for City residents

1. Improve access to healthcare for city residents (including access to

mental health services)

2. Provide public health services to City residents, including community health education and preventing the spread of communicable diseases

• Rate of low birth weight babies • County Health Ranking (University of Wisconsin) • American Fitness Index ranking (metro) (American College of

Sports Medicine)

Support the development of strong and resilient youth and families, including children in schools

1. Support increased student achievement and school success,

including closing achievement gaps

2. Encourage the development of strong and resilient families

3. Support the social and emotional needs of youth

• Graduation rate • LEAP test passage rates • Teen pregnancy rate • Truancy rate

Provide high-quality cultural and recreational opportunities to City residents and visitors

1. Support cultural institutions and experiences

2. Provide recreational opportunities to residents

• Citizen satisfaction with culture and recreational opportunities (UNO Quality of Life Survey)

• Registered arts and culture nonprofit organizations per 100,000 population

Facilitate the provision of effective human services to City residents

1. Provide quality, secure housing to residents and reduce

homelessness

2. Ensure a safety net of needed services is available to all residents

3. Ensure residents’ access to a variety of healthy nutritional options

4. Honor the service of veterans and wounded warriors by

recognizing their unique needs

• Point-in-Time homelessness count • Food Insecurity Rate (US Department of Agriculture, Feeding

America)

Children and Families


311 Mosquito Control Requests

Data Source: MTCB and 311

33

58 68

37

63 71

4 9

12

0

10

20

30

40

50

60

70

80

May-13 Jun-13 Jul-13

311 Mosquito Control Service Requests

Closed Requests New Requests Open Requests at End of Month

23

6 4

33

6

11 7

1

25

20

12

5 1

5

0

5

10

15

20

25

30

35

0-3 3-6 6-9 9-12 12-15 Over 15Days

Days to Close Mosquito Control 311 Requests


2013

January-June

Actual

Annual Target

Status

1.8 3

Average Number of Business Days to Respond to Mosquito Service Requests*

Note: July data not provided.


311 Rodent Complaint Requests

Data Source: MCTB and 311

101 90 97 104 88

106

3 1 10

0

20

40

60

80

100

120


311 Rodent Complaints Closed Requests New Requests Open Requests at End of Month

40

31

24

4 1 1

46

25

15

2 1 1

44

14

24

12

2 1 0

10

20

30

40

50

0-2 2-4 4-6 6-8 8-10 10-12 12-14 Over 14Days

Days to Close 311 Rodent Requests May-13 Jun-13 Jul-13

5 10 8 7 3

0 0

5

10

15

Jun-13 Jul-13

311 Rodent Follow-up Inspections

Closed Requests New Requests Open Requests at End of Month

4

1 1

4 4

1

0

2

4

6

0-5 6-10 11-15 16-20

Days to Close

Jun-13 Jul-13

2013

January-June

Actual

Annual Target

Status

1.6 3

Average Number of Business Days to Respond to Rodent Service Requests*

Note: July data not provided.


Evaluation Form ● Are you a city employee or a member of the public?

● On a scale 1-5, how useful was this meeting to you (1= least useful and 5= most useful)?

● What’s working?

● What’s not working?

Documents

C N ORLEANS QualityofLifeSTAT