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Reviews Entered for Offer:   311 Operations   (ID 11610 Phase: Initial Offer)
By Reviewer jirvin on January 31, 2019 at 2:10 PM
Scores
Impact Priority Implementation Measures Approach
5: Exemplary 5: Exemplary 4: Good 4: Good 4: Good
Reviewer Comments

Official HPG Feedback: Thank you for the well-written offer that shows how you plan to hire, retain, and promote your 311 employees.

*Section 2 Summary-Intro Paragraph should be a highlight and should include the percentage improvements. Translate these success stories to your metrics.

Regarding our current two full-time outsource positions– How much is that costing us? Is the $69,000 in addition to the funding already provided for these positions or are these positions funding some other way? Meaning – if we fund two positions will these go away which actually reduces the increase – or is that already factored in?

*Section 4 Outcomes- It would be helpful to provide comparisons to other cities and/or baselines with your metrics so that reviewers can better understand the perspective. For example, 1:30 wait time doesn’t seem good; but recognizing call volume and staffing, if this is industry standard (or better than industry standard) it would be helpful to know that.

Regarding the RFP for replacing Accela, Is this factored into this budget or in a Capital request?

*Section 4 Outcomes Plan- What is the method and plan for training personnel in new technologies, new software, and customer service?

How can an employee move up in the career path? Do they have to wait for leadership positions to turn over? What training benchmarks and requirements can be outlined to demonstrate you have planned for training needs.

What are the Mayor’s Office metrics?

*Section 4 Problem Solved-How will call volume and request responses be affected by adding 2 new employees?

*Performance Measures- In the final offer please explain performance measures and include history if measured – or with the measures explanations give details on how each target speaks to improvement. Many of the metrics were confusing or incomplete.

Additional questions we would liked answered-
Is Accela funded through this Department, and if it is do you expect the replacement to be a higher cost?
Please speak more to the anticipated capabilities of the new system and how this will change execution.
We did not see any budget attachments with this offer.

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