De La Rosa asks about agency reviews and pattern analysis
Chair asks whether 311 meets with agencies annually to review patterns. Morrisroe says reviews happen daily, quarterly, and annually through CX, quality assurance, agency analysts, and agency relations, with survey readouts shared with agencies.
Is there like an end of year meeting where 311 sits with the agencies and it's like, these are the patterns we're observing?
Or once that data is sort of uploaded to the open data portal, is the expectation that the agencies kind of do that type of analysis for themselves?
I really appreciate that question.
If you allow me to kind of brag on the teams at 311 and answering it, I'd appreciate that.
That happens every day and it happens quarterly and it happens over the course of a year as well.
I alluded to earlier, we have a group that's called CX team.
They look at the customer experience.
We have a quality assurance team making sure things are handled correctly.
We have the agency analyst.
We have.
Content writers, we have business relations.
So there's a lot of folks all focused on, are we doing it right today?
And how do we do it better tomorrow?
So that happens more on a workplace basis, but we do have structured reviews.
Some of our surveys get to that.
We bring the whole team together.
We do the readout of the survey.
And then our agency relations team carries that to their respective agency counterparts.
Great.