IT Governance Business Case New Communication and Customer Survey Solution Durham One Call
Background
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Business Case was approved and $16,800 was allocated to procure a post-call survey solution.
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The solution provider selected (Calibrio) can no longer provide the solution.
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Their current survey is comprised of 5 questions about customer satisfaction that residents can complete voluntarily.
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Durham One Call receives 600 calls on average daily (# of calls per day).
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The post call survey no longer solves the business problem completely.
Business Problem has changed • With ongoing growth in City (residents moving to Durham daily), phone volumes will continue to increase resulting in potential additions to staff (FTE). • Currently do not have a real-time solution that can provide quick responses and links to web pages that are most frequently used. • 24/7 quick responses to basic questions currently do not exist. • Durham One Call needs a proper solution to quickly send out surveys that will be filled out and submitted by residents immediately versus a phone call prompt that could take minutes to complete.
Current Pain Points • Durham One Call wait times can be long based on seasonality and when there is a disruption in residential services. This reduces the number of feedback responses for those that hang-up due to long wait times. • Many residents have difficulty navigating DurhamNC.gov to locate the correct information provided by Durham One Call web presence. frustration with web tool increased phone calls to get assistance to find proper links
Desired Business Value
City of Durham’s Strategic Plan Goal: Innovative & High Performing Organization
Initiative: Develop and Implement Customer Service Improvements for Durham One Call, Water Management and Solid Waste with a focus on technology.
Future State Benefits Provide a solution that will: •Create
an on demand survey
•Decrease •Reduce
time spent navigating Durhamnc.gov to find information.
calls for frequently asked questions. •Allow residents to receive quick answer(s) to their specific question(s). •Provide direct links to specific information on the City's website. •Streamline the current process of navigating the City's website to get to the information needed (less clicks)
Recommended Solution and Analysis
Recommended Solution: TextMyGov •
Description
•
• •
Pros
• •
Cons
Online Survey capabilities (In lieu of a post call survey) that reduces the total time to take the survey to less than a minute. Text messaging tool that allows residents to quickly get information that can assist with finding answers to a specific question or generate a request for service Includes online survey capabilities Track and record all information submitted. Streamline work process by capturing key information Reduces phone calls to the City by providing quick answers without requiring a live representative. Available 24/7 and can be accessed anywhere from a smartphone
• Potential lack of adoption due to digital divide
TextMyGov:Financial Estimate COST ESTIMATES
Description
FUNDING Departmental Funding Amount : IT Governance: ($16,800) Durham One Call: ($18,200)
Annual Run Costs (Hours)/ KTLO
Year 1 Costs (Hours)
$35,000
Labor $ (Hours) Internal TS:
30 hours
0 hours Funding Requested (Y/N):
N
Business Analysis
4 hours
0 hours
TS Services
5 hours
5 hours Project One Time Costs
$10,000
0 hours Project Run Cost (External)
$25,000
TS PMO
20 hours
Internal Department: CMO (Durham One Call) External: Professional Services
208 hours
52 hours *Total Project Funding
$10,000
$0
Reoccurring Cost IT Governance ($4,800) Durham One Call ($20,200)
Non-Labor $ Hardware:
$0
$0
Software:
$
$0
$25,000
$25,000
Other: SAAS
$0
Requested for Year 1
*Total Project Funding Requested (External), includes External Year 1 Run Costs and Non-Labor
$25,000
Risk Identification Description of Risk
Risk Impact
Mitigated (Y/N)
Contingency(Y/N)
Poor execution
Low
Yes
No
Project team turnover
Medium
No
Yes
Vendor performance
Low
Yes
No
Cyber Security
Low
Yes
No
Mitigation Risk (Costs) •
No cost
Contingency Risk (Costs) •
No cost
Our Ask
We are asking the IT Governance Steering committee for approval of the Business Case and to reallocate the IT Governance funding for the Call Survey solution to the New Communication and Customer Survey Solution (TextMyGov) for Durham One Call with the recommendation that the BMS department approves the funding for the recurring cost for FY23