May 2014 - CS Forms · 2015-10-07 · For CoA Internal Use Only 6 Month Calls Offered Calls Handled Abandonment Rate (Goal ≤3%) Number of Calls Answered within 20 sec Percentage

May 2014

2

- Mayor Kasim Reed

“All Atlanta residents and visitors should expect and receive

best-in-class customer service every time they interact with the City.”

3

Enterprise customer service intake, customer service delivery and

customer satisfaction.

Improving functionality of existing systems & data quality across City Government.

For CoA Internal Use Only 4

Improve customer service across people, process and technology • Enable cultural shift which focuses on efficient and accountable services • Provide analytical data for performance management • Support for elected officials addressing constituent needs • Augment non-emergency 9-1-1 calls

Provide Customers with a world-class service experience that is accountable, responsive and efficient

Reduce “total-cost-of-ownership” (TCO): buy it once & share the costs • Pool/share resources across departments: call center; telephone switch;

software; GIS, etc.

• Standardize and apply best practices in consolidated operations

5 For CoA Internal Use Only

Hours of Operation: 7 am – 6 pm, Monday – Friday

Departmental Telephones Numbers Being Serviced: • DWM: 404-658-6500

• DPW: 404-330-6333

• City Hall: 404-330-6000

• ATL311: 404-546-0311

• E911 Info Desk: May 12, 2014


Month Calls

Offered Calls

Handled

Abandonment Rate

(Goal ≤3%)

Number of Calls

Answered within 20 sec

Percentage of Calls Answered within 20 sec

(Goal ≥85%)

September 34,301 29,986 13% 14,015 47%

October 33,055 31,879 4% 27,929 88%

November 25,025 23,853 5% 19,406 81%

December 29,858 29,378 2% 27,186 93%

January 37,400 35,152 6% 26,631 76%

February 31,176 29,783 4% 23,448 79%

March* 31,384 28,945 8% 19,295 67%

April 32,351 31,307 4% 23,965 77%

*Soft launch March 5th through 28th

7

Program Management Office (PMO)

Customer Service Center (CSC)

Office of Customer Service

/ ATL311

CSC Manager

Mayor’s Office

CRM Mgmt Administration Technology Human

Resources

- CRM (Siebel) - Telephony (Cisco) - GIS - Work Order For CoA Internal Use Only

8

Work Force Management

Supervisor Team #1

Supervisor Team #2

• Team Lead • CSRs (12-15) • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________

Supervisor Team #3

Supervisor Team #4

CSC Manager

• Team Lead • CSRs (12-15) • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________

• Team Lead • CSRs (12-15) • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________

• Team Lead • CSRs (12-15) • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________ • __________

For CoA Internal Use Only

QA & Training


Soft-launch (staggered rollout across City Departments & Offices, transparent to the public)

◦ Target: March 5th

◦ Beta launch web portal – www.atl311.com

Hard-Launch (4-6 weeks of stabilization required)

◦ Bug and break fixes

◦ Target: Spring 2014

http://www.atl311.com/

For CoA Internal Use Only 10

www.atl311.com

Internet Mail

Phone

Walk-in

eMail

Customers

Department Users

Service Request

Business Intelligence (BI) Reports

ATL311 Customer Service

Center (CSC)


CRM

Siebel 8.2 Public Sector

Siebel Smartscript

Siebel CTI Toolbar

Siebel Email Response

Siebel eService

Business Intelligence

(BI) Reporting

Oracle OBIEE 11G

Oracle BI Publisher

Analytics Data

Warehouse

Oracle Contact Center

Analytics

Oracle Service Analytics

Informatica

Web/Mobile Self Service

Portal

Wordpress

PHP

HTML5

Oracle CX Cloud

City of Atlanta

ESRI Arc GIS

Cisco UCCX

Contact Canvas Server

Active Directory

Google Analytics

Hansen 8 (TBD)

On Premise


• Business and Technical Challenges • Lack of internal IT expertise • Aging IT Infrastructure • Public Service Commission (PSC)

• ATL311 Technology Approach • Technology Stack

• Why the Cloud for ATL311 • Timeframe to launch

• Next Steps and Expected Results for ATL311 • CRM & Hansen integration • Full-service portal to allow customers to submit SRs to back-office


The Changing Face of Customer Service: Innovative Trends in 311 Service Delivery

Tiffany Blair, Oracle, Senior Principal Product Manager, Public Sector CX/CRM Lynnette Lemon, City of Atlanta 311, Customer Service Center Manager

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. 2

The Changing Face of Customer Service and the Impact on 311


Things Have Changed


“96% think government service can

improve” Government Service,

Public Perception

“92% prefer to engage online”

“86% want to engage on their own

time”

“43% say it will take government 1-

5 years to catch up”

Source: Harris Interactive Open Government Study, 2010

Citizens are Making Their Expectations Clear…


When I went online, I found exactly what I

needed on the first try! The website

search was quick and easy to use.

www.johncustomer.com

The City website

has the latest

storm emergency

information. It is

the only useful

source for

information.

This is great! I buy a new furnace

and the City gives me $600! I

would never have known if it was

advertised on the State’s energy

website.

I feel like the City is

giving us input into

the decision-making

process. By soliciting

my feedback online, I

feel like my voice is

being heard.

I had an absolutely fantastic

experience at the DMV office this

morning. The staff was helpful,

courteous and I was in and out in

15 minutes with my new license!

Wait time for finding out

about health insurance

exchange was non-existent.

Instant service!!

myface.com

I complained on Twitter

about a bad cab

experience and was

contacted within the hour

to resolve the situation.

Great customer service!

myface.com

…When They Are Met


When I go online, I can’t easily find what I

need. It’s too complicated !

www.johncustomer.com

The city website is still

incorrect about when to

sign up to speak at city

council meetings. I was

contacted and told that it

would be corrected. It

looks like the ball was

dropped again.

This is absurd! Christmas Eve

and yet my block has no

water.....again for the millionth

time this year. The city needs to

get it together.

I'm sick and tired of

paying the city and not

ever getting results.

We need new people

in office. Especially in

the animal control

dept

Wait time for 311 noise

complaint phone filing for

honking cars at 1am is

greater than 15min, website

filing for such complaints is

gone. Why?

myface.com

I want to report a cab. 311

was useless. Cab 73 (4-

door yellow cab) was

parked today. It took three

handicap spots. I have

pictures.

myface.com

…But When They Are Not Met

I had an absolutely horrible

experience at the Vital Statistics

office this morning. The staff was

rude and I was there for 2 hours!


A New Approach Is Needed


Mobilizing 311


The Draw of Mobile Interactions

Global mobile data traffic grew 81 percent in 2013

50% of all search queries are done via mobile

Of all uses for a mobile phone, making a call ranks

fifth overall

Using mobile applications and web channels helps

jurisdictions move as much as 30% of calls to self-

service.

85% of global government decision makers agree

mobile solutions can directly reduce operational

expenses.

“Angelenos now have a direct mobile

portal to vital services and key city

information. This will spur a more open

and transparent government. MyLA311

puts the power of City Hall in the palm of

your hand.”

Former Mayor Antonio Villaraigosa, City of

Los Angeles

!

http://www.governing.com/topics/urban/gov-311-systems-cost.html

https://www.oracle.com/webfolder/s/delivery_production/docs/FY14h1/doc4/pciosr.pdf?evite=NAFM13115075MPP002


Being Social with Your Citizens


Socializing with Your Citizens

“Gone are the days when you

could tally Facebook “likes” and

Twitter “followers” as measures

of social media success. Today,

it’s not just about who you know,

but what you are saying to them

and whether or not they are

sharing it with others.”

- Excerpted from an article entitled, “Social Media and

Citizen Engagement” by the Alliance for Innovation

http://transformgov.org/en/Article/102661/Social_Media_an

d_Citizen_Engagement Source: GovLoop, The Social Media Experiment: Elements of Excellence,

2013


Why Social Media Matters to 311

“When properly implemented, social media networks are a key communication channel

that can bring cost savings and productivity improvements to the government

workplace. They present an unprecedented opportunity for governments to listen to

and be heard by citizens, business and other governments.”

Next Generation Government – A Research Report from the Center for Digital Government, 2014

“If agencies are interested in maintaining a flow of information with constituents and

providing usable services, they must take the time to understand what social media are

and learn about the relevant tools and how they are being applied in government

today. At that point agencies can make an informed decision about how and when and

why they will choose to use or not to use social media to meet their organizational

goals.”

GovLoop, The Social Media Experiment: Elements of Excellence, 2013


311 in the Cloud


Now Is the Time To Get Ahead of the Cloud Curve

A recent GovLoop survey of local, state

and Federal agencies indicated:

21% of local, state, and federal

agencies indicate they are using the

cloud for customer service functions,

second only to reporting and analytics

Citizen service represents a top cloud

priority for the immediate future

Only 68% have yet to make the move

to cloud computing, citing concerns

around security and integration

Source: GovLoop, Agency of the Future-Cloud Computing,

December 2013

http://api.ning.com/files/uY3PJt2fxPzroWUluA5DnOJPs*dolJV34HLXYCMSqG2k0ifeOmG3hZ*8KmJ0b4ZSrLhER7Y*IkAjQFMmwnok*Zwo8JJQbd0Y/GovLoop_Cloud_Agency_of_the_Future_December_2013.pdf





ATL311 in the Cloud


Reimagining Your 311 with the Oracle Gov Cloud Citizen Experience


Oracle Customer Experience Portfolio

Mobile

Social In Store Contact Center

Field Service

Direct Sales

Channel Sales Web

Foundation Tools

Oracle

Marketing

Oracle

Commerce

Oracle

Sales Oracle

Service

Oracle Cloud

Infrastructure and

Platform Services

Oracle MDM, BI and

Decisioning Tools

Oracle Integration and

BPM/SOA Tools

Oracle Mobile, Portal

and Content Tools

Oracle

Social



Mobile


Field Service

Direct Sales

Channel Sales Web

Foundation Tools

Oracle

Marketing

Oracle

Commerce

Oracle

Sales Oracle

Service

Oracle Cloud

Infrastructure and

Platform Services

Oracle MDM, BI and

Decisioning Tools


BPM/SOA Tools


and Content Tools

Oracle

Social


Cross-Channel Contact Center

Knowledge Management

Case Management

Web Customer Service

Policy Automation

Platform

Oracle Service delivers connected engagements that empowers

governments to understand needs, solve problems, and delight

customers

Oracle Service


Oracle Service

Cross-Channel Contact Center

Knowledge Management

Case Management

Web Customer Service

• Self Service

• Community Support

• Email Management

• Chat / Cobrowse

• Virtual Assistant

• Customer Portal

• Guided Resolution

• Customer Engagement

• Social Customer Service

• Unified Agent Desktop

• Mobile Agent App

• Knowledge Service

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• Knowledge Workflow

• Knowledge Analytics

• Language Packs

• Reference Apps

• Screening for Services

• Case Lifecyle Mgmt

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Policy Automation

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Platform



Mobile


Field Service

Direct Sales

Channel Sales Web

Foundation Tools

Oracle

Marketing

Oracle

Commerce

Oracle

Sales

Oracle Cloud

Infrastructure and

Platform Services

Oracle MDM, BI and

Decisioning Tools


BPM/SOA Tools


and Content Tools

Oracle

Social

Oracle

Service


Oracle Social

Network

Social

Engagement &

Monitoring

Social Marketing

Oracle Social Relationship Management

Platform

Oracle Social helps manage and scale government relationships with

citizens on social media channels to understand public perception,

address citizen concerns, and drive positive citizen intractions


Oracle Social

Leverage Oracle Social to

empower your enterprise, enhance

your CX capabilities and grow your

business.

A unified social solution providing

best-in-class networking, listening,

engagement and publishing that can

socially enable the enterprise.

Set of prebuilt integrations for social

listening and engagement, social

marketing, social commerce, social

selling and social customer service.

Social Networking & Collaboration

Social Selling

Social Listening & Engagement

Social Marketing

Social Commerce

Social Customer Service


Deliver on Your Agency’s Mission Across the Entire Customer Experience Life Cycle

ENGAGE SERVE Deliver & Support Communicate & Respond



Documents

May 2014 - CS Forms · 2015-10-07 · For CoA Internal Use Only 6 Month Calls Offered Calls Handled Abandonment Rate (Goal ≤3%) Number of Calls Answered within 20 sec Percentage