CUSTOMER EXPERIENCE (CX)Peak Performance Presentation

December 5, 2017

1

Customer Experience

The relationship a customer has with a business, developed from the time

a customer first makes contact with an organization, up to the present day.

2

Innovation Approach

3

National Citizen Survey

4

Peer Cities2016AverageRanges

National Citizen SurveyCCD vs 311

5

National Citizen SurveyCCD vs Peers

6

Wait Times Across the City

7

DMV

Excise & License

Clerk & Recorder

Community Planning & Development

311

Customer Satisfaction

The percentage of customers who agree or strongly agree that they were satisfied with their service.

52%

78%

91%

96%

0% 20% 40% 60% 80% 100%

CPD

EXL

Rec

C&R

Average Customer Satisfaction Rating

Hold Times Matter

9

Citywide NPS Score Over Time

10

NPS by Organization

11

NPS by Organization

12

NPS Agency Focus

13

Clerk & Recorder Community Planning & Development

First Call Resolution (FCR)

14

Case Age

15

311 Growth

16

Calls Handled

Calls Presented

Calls Abandoned

Digital Cases

17

CX Agency Wins:Street Maintenance

18

• Street Maintenance moved case management to Salesforce, resulting in positive results for the department:

• Decreased manual level of effort for employees by ~75%.

• Centralization of customer case management has led to better handling of customer concerns, increasing accuracy of case assignment

• Bridged communication gap between department and 311, reducing the amount of time it takes to resolve a customer concern.

CX Agency Wins:ROW/S

19

• Right of Way Services has improved case management through Salesforce and is moving off of their legacy system

• Increased case management in Salesforce by 100% (prior, these were closed in Salesforce and sent to agency directly)

• Field agents no longer have to go into the office for work assignments, improving productivity by 5%

• We are now able to provide status updates to our customers, improving the overall customer experience.

CX Agency Wins:ROW/E

• In June, Right of Way Enforcement became a Salesforce user.

20

Decreased the amount of time a customer is on the phone with the city by

50%

The number of calls transferred from 311 to ROWE decreased

80%

Pocketgov.com Social Media Ad

21

Objective: TrafficAudience 1:

Location: DenverAge: 22 – 35 Gender: AllPeople Who Match: Likely to move, new mover, renters, apartment/condo, recently moved, apartment, renting

Reach: 80,362Impressions: 323,823Landing Page Views: 375Cost Per Result (Landing pg. Views): $4.00Link Clicks (Total): 979Budget: $1,500

**Static Ad performed best with 246 landing page views, 559 link clicks, and a cost per landing page view of $3.31

Organic Posts: Boosted ($100 Allocated to Each)

22

Boost 1: Trash and RecyclingSchedule: Oct. 24 – Oct. 29Engagements: 157Impressions: 4,523Cost Per Engagement: $0.64People Taking Action: 132

Boost 2: PotholeSchedule: Oct. 30 – Nov. 4 Engagements: 132Impressions: 3,462Cost Per Engagement: $0.26People Taking Action: 120

Boost 3: GraffitiSchedule: Nov. 2 – Nov. 7Engagements: 211Impressions: 8,901Cost Per Engagement: $0.47People Taking Action: 196

Boost 4: DMV Schedule: Nov. 7 – Nov. 12Engagements: 316 Impressions: 11,740Cost Per Engagement: $0.32People Taking Action: 282

Boost 5: Code Violations (ad failed after 1.5 days, too much text in ad)

Schedule: Nov. 14 – Nov. 19Engagements: 49Impressions: 1,178Cost Per Engagement: $0.31People Taking Action: 43

Denvergov: Google Analytics (Oct. 27 – Nov. 15)

23

Name: Pocketgov Fall 2017 Campaign

Sessions: 675% New Sessions: 86.67% Avg. Time on Page: 01:06Pages/Session: 1.28

Community Social Listening Tool

24

Digital Experience

25

Pocketgov.comDenver’s Mobile Web ApplicationFeatures Added in 2017/Coming in 2018

Check the location of snowplows with Plow Tracker.

Talk with an officer or find out what’s happening in your neighborhood with the DPD Virtual Neighborhood.

Download the app (coming 2018) to get push notifications.

The Move to Native (Coming 2018)

26

• Home and Profile• 311• Schedules: Street Sweeping • Schedules: Trash• Elections: Ballot Trace• Elections: Election Results

• Schedules: Wait Times• Payments: DMV• Payments: Storm Drainage• Getting: Around: B-cycle• Getting Around: Plow Tracker• Getting Around: Tow Tracker• Elections: Elected Officials• Elections: Ballot Boxes• Elections: Voter Look-up• Getting Connected: DPD Virtual

Neighborhood• Getting Connected: Virtual Keychain• Getting Connected: Denver Events• My Neighborhood: All Maps• Food Truck Tracker

PHASE ONE PHASE TWO

Snowplow Pilot

27

Digital Experience

28

Pocketgov.com Page Views

29

0

20,000

40,000

60,000

80,000

100,000

120,000

140,000

160,000

180,000

Page views per Quarter

Q4 2016 Q1 2017 Q2 2017 Q3 2017

DMV Pocketgov Renewals by Month

30

Denvergov.org

31

2,100,000

2,200,000

2,300,000

2,400,000

2,500,000

2,600,000

2,700,000

2,800,000

2,900,000

3,000,000

3,100,000

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

Number of Sessions – Year over Year

2016 2017 Linear (2016) Linear (2017)

Denvergov.org

32

0

0

0

1

1

1

1

1

2

2

2

Page

vie

ws

Mill

ions

Top 10 Pages – October 2016 – 2017 YTD

Denvergov.org

33

25%

22%

16%

12%

7%

5%

5%

3%4%

1%

Page Views Top 10 Agencies - October 2016 – 2017 YTDBased on aggregate of top 100 Page views owned by agency

Technology Services

Department of Finance

Safety

Public Works

DEH (All Animal Shelter)

Parks & Recreation

Clerk & Recorder (Includes Elections)

Human Resources

CPD/DS

Human Services

Includes Maps, Open Data, and Global pages

Primarily, inmate search, records, and contact pages

Denvergov.org

34

64%

15%

15%

2%

1% 1% 1% 1% 0%0%

Apps Top 10 Agencies - October 2016 – 2017 YTDBased on aggregate of top 50 App views owned by agency

Assessor's Office

Safety

Technology Services

Department of Environmental Health

Denver Public Works

Denver Development Services

Clerk & Recorder

Denver Community Planning &Development

Office of Human Resources

City Attorney

Property

Inmate Search

Maps, Open Data

Restaurant Inspections

Land Survey Search,Subdivision Survey, Compost Sign Up, Recycling Sign Up, Tie Book Search,

Planned Building Groups

Building Permit Status

Election Results, Campaign Finance Report, City Contracts

Contractor Licenses

Jobs

City Attorney Directory

Denvergov.org - NPS

35

Denvergov.org - NPS

36

Human Resource Hiring

Positions requiring the Customer Service Assessment:

• 311 Customer Service Agent

• Aviation Customer Service Agent

• Human Services Customer Service Agent

• Aviation Security Agent• Landside Service Agent• Eligibility Technician• Licensing Technician

Customer Service Assessment Results

37

0

500

1000

1500

2000

2500

Passed Assessment

Did Not Complete Assessment

Failed Assessment

Human Resource Hiring

38

Average Pass Rate 71.6%

Human Resource Customer Service Training

39

Next Steps

4040