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Huntsville 2009 CRM Showcase - June 2, 2009
City of Reno – Huntsville 2009 CRM Showcase
214,853 population (2008 est.)
$405,792 customer service budget
$427.6 annual budget (FY2008/09)
Community Profile
Synopsis
• Issues– Citizen and staff confusion w/where to start– Unresolved complaints– Nonresponsive to customers
• Committed to proactive, responsive & accountable government
City of Reno – Huntsville 2009 CRM Showcase
Management Philosophy and Culture
City of Reno – Huntsville 2009 CRM Showcase
Innovative Solutions
• Provide easy access to local government
• Two-way value• Connecting to citizens
“Thank you for promptly removing graffiti in the past. All of my emails to Reno Direct have been taken care of very quickly.”
-Reno CitizenCity of Reno – Huntsville 2009 CRM Showcase
Implementing a Call Center
• Barriers– Limited funds– Departmental buy-in– Logistics– Knowledge Management
“In the past I have used this service with a very positive response. I am thankful for Reno Direct.”
-Reno CitizenCity of Reno – Huntsville 2009 CRM Showcase
Key Decisions
• What department• Supervision• Funding• Staffing level• Hours of operation• 311 or 7-digit
“I have called a number of times. Potholes, stop sign issues and more. Thank you for all your help in the past.”
- Reno Citizen
City of Reno – Huntsville 2009 CRM Showcase
Implementation
• Reallocation of funding
• Staffing
• Call center location
• Call center infrastructure
“My email was answered clearly, courteously and in a timely fashion. Thank you so much!”
- Reno Citizen
City of Reno – Huntsville 2009 CRM Showcase
The Evolution
• Software
• Hardware
• Operations
• Reporting
• Expansion/Outreach
City of Reno – Huntsville 2009 CRM Showcase
Results
• Improved customer service
• Increased accessibility
• Centralized tracking• Accountability• Timeliness
• Efficient resource allocation
• Identify emerging issues
• Additional resource for EOC activation
• Satisfied Elected Officials
City of Reno – Huntsville 2009 CRM Showcase
Real World Advice
• 311 vs. 7-digit• 24-hour operation?
– Once you go 24-hours, you can’t take it back!
• Two-way communication• Training is imperative• Top down & bottom up buy-in• Dumping ground• Flexibility
City of Reno – Huntsville 2009 CRM Showcase
Ready for More?
• Examples of statistical data• Used by management as a tool for decision-making
City of Reno – Huntsville 2009 CRM Showcase
City of Reno – Huntsville 2009 CRM Showcase
Weekdays 6AM – 6PM
Phone, Fax, Email, Walk-in, US Mail
Jodi Barbara
Kristine Danalyn
City of Reno – Huntsville 2009 CRM Showcase
14,536 service requests
38,000 communication occurrences
78% of citizens satisfied
with our RESPONSIVENESS
City of Reno – Huntsville 2009 CRM Showcase
City of Reno – Huntsville 2009 CRM Showcase
31% reduction in
department’s INITIAL RESPONSE
74% faster COMPLETION
TIME as compared to 2006
Average Service Requests Per Day
City of Reno – Huntsville 2009 CRM Showcase
15
33 34
53
33
15
10
3 3
30
20
19
0
10
20
30
40
50
60
2003 2004 2005 2006 2007 2008
Avg SRs Received Per Day Avg Days to Complete
City of Reno – Huntsville 2009 CRM Showcase
Graffiti Removal – 2,238
Abandoned Vehicles – 1,876
Illegal Parking – 1,473
Code Enforcement Debris Private Property – 384
Code Enforcement Undefined – 400
Top 5 Service Requests
City of Reno – Huntsville 2009 CRM Showcase
Ward 3 – 27.6%
Ward 1 – 22.3%
Ward 5 – 17.9%
Ward 4 – 17.8%
Ward 2 – 14.3%
Service Requests by Ward
It’s really about customer service…
City of Reno – Huntsville 2009 CRM Showcase
Source: www.simpletruths.com
