INFORMATION REPORT TOWN OF NEWMARKET 395 Mulock Drive

Transcription

1 ,,1 ewmarket FORMATO REPORT TOW OF EWMARKET 395 Muock Drive P.O. Box 328 ewmarket, O L3Y 4X Apri 18, 216 COMMUTY SERVCES CUSTOMER SERVCES FORMATO REPORT# TO: SUBJECT: ORG: Mayor Van Bynen and Members of Counci 216 First Quarter Report Customer Services Department Supervisor, Customer Service Centre Supervisor, Customer Service Kiosks n accordance with the Procedure Byaw, any Member of Counci may make a request to the Town Cerk that this nformation Report be paced on an upcoming Committee of the Whoe agenda for discussion. COMMETS The purpose of this report is to provide Members of Counci with the 216 first quarter trends and resuts by ward and town wide. The attached charts represent service requests as captured in our CRM system by either Customer Services staff or by staff in the Mayor and Counciors' offices. Some of the highights in the Customer Services department are as foows: Service requests, as a percentage of tota cas, are increasing; Tota annua ca voumes are trending downward whie counter, emai and socia media contacts are increasing year over year; Requests for parking enforcement are the highest type of service request across the whoe Town of ewmarket for the first quarter, foowed by property standards and byaw infractions respectivey. Wards 3 and 4 have significanty higher voumes of requests for Parking Enforcement than a other wards; With ony 195 ca s since January 1 si, snow remova concerns have been their owest since 211. Enhanced Services transactions (i.e. tax payments, parking tickets payments, etc.) at the Magna and RTRC CS Kiosks continue to increase. During the 1st quarter of 216 we have seen a 15% increase in the number of transactions compared to the first quarter o 215.

2 n addition to the core municipa seices, customers are now abe to purchase YRT tickets and passes at the Magna Centre CS Kiosk. This seice has proven popuar with over 8 transactions in 215. We are on track to increase this amount by 4% in 216. n January 216, we coaborated with the Region of York to expand this seice to incude the acceptance of vouchers. ow recipients of discounted transit passes are abe to take advantage of Magna's extended hours to utiize this seice. We are currenty working with the Region of York to introduce Presto seices at the Magna Centre CS Kiosk. Presto is an eectronic fare payment system, which aows rid ers to trave seamessy across mutipe transit agencies. We expect that that we wi be abe to start offering this seice by the end of 2, 216. n addition to these 1st quarter trends, the Customer Seice supeisors and the Corporate Learning speciaist are deveoping Corporate Compaint Poicy training program to be roed out to a front ine staff in n addition to this training they are aso deveoping an aencompassing customer seice training program to be deivered to Town of ewmarket staff and possiby the 6 municipaities as a revenue project. BUSESS PLA AD STRATEGC PLA LKAGES Tracking and reporting on trends and customer feedback supports the Town's strategic directions of being WeEquipped and Managed by demonstrating Seice Exceence. COSULTATO ot appicabe to this report. HUMA RESOURCE COSDERATOS ot appicabe to this report. BUDGET MPACT one

3 COTACT For more information on this report contact: Jamie Boye or extension 2254) or Hayey Fryer or extension 276) or Bonnie Mun sow or extension 2251 ). isor, Customer Service Kiosks an McDoug sioner, Community Services JRB t Attachments: 3 Top 5 Service Requests by Ward 3 Top 5 Service Requests Town Wide

4 w... rr t t r Curb Stop Repair/ Sidewak Repair.i Sidewak Snow Remova.O Property Standards W W O O... i Curb Stop Repair Street Snow Remova. Sidewak Snow Remova Req uest for Parking Enforcement t' Property Standards r Curb Stop Repair r.d _ Sidewak Snow Remova d Property St andards Curb Stop Repair.O Court Snow Remova ' Property Standards Sidewak Snow Remova Roads reated.o Curb Stop Repair Property St andards... Request for Parki ng Enforcement Bouevard Tree Ci<) Bouevard Tree,t Property Standards r Sidewak Snow Remova ' 1._., ',,, \ ', r i ' 'Ị ; 'r! ' ' w _... " O. ' sqj '""S O. ' c::, < :E QJ s a. "f} "C V1 '""S <. n c

5 Town Wide Top 5 Service ssues Jan 216 Mar 216* * As of March 31, Series Request for Parking Enforcement Property Standards Curb Stop Repair Sidewak Snow Remova