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HomeMy WebLinkAbout65-02 RESOLUTION• • RESOLUTION NO. 65-02 A RESOLUTION AUTHORIZING THE HIRING OF ONE (1) FULL-TIME EMPLOYEE TO STAFF THE NON -EMERGENCY CALL CENTER. BE IT RESOLVED BY THE CITY COUNCIL OF THE CITY OF FAYETTEVILLE, ARKANSAS: Section 1. That the City Council hereby authorizes the hiring of one (1) full-time employee to staff the Non -Emergency Call Center. PASSED and APPROVED this 16th day of April, 2002. ATHER WOODRUFF,' ity Clerk APPROVED: By: ,DAN COODY, Mayo/ A IF • NAME OF FILE: CROSS REFERENCE: Resolution No. 65-02 • 04/16/02 Resolution No. 65-02 04/02/02 Memo to Mayor Coody & City Council from Ted Webber, Director of Administrative Services, regarding Call Center Resource 02/22/02 Hansen Press Release 04/16/02 Staff Review Form 04/19/02 Memo to Ted Webber, Administrative Services, from Heather Woodruff, City Clerk NOTES: • • • FA YETTE VILLE THE CITY OF FAYETTEV/LLE, ARKANSAS ADMINISTRATIVE SERVICES DEPARTMENT CORRESPONDENCE To: Mayor and City Council From: Ted H. Webber, Director of Administrative Date: April 2, 2002 Subject: CaII Center Resource Background During a recent period in January and February, we audited the number of telephone calls that came into the City's switchboard and the Customer Service area of the Business Office. This audit proved that more 5,200 telephone calls were received by these 2 sources alone. This audited number does not include any calls that the public would have made directly to other Division telephone extensions listed in the telephone book The Business Office is also facing almost immediately one of their two busiest seasons as the University student population closes out utility accounts at the end of the current semester and settles up final bills. Although this busy season hits us annually, this year is particularly a challenge in that two of the employees in the Business Office will simultaneously be away on medical leave for approximately 4-6 weeks. This will leave us two employees short of a full staff during this busy time. In anticipation that the City would have its automated telephone system in place in 2002, the City last fall revised its listing in the local telephone book to highlight the single number (718-7600) for the Automated Citizen Information System (ACIS) access line. The telephone book with this listing in it has been available for all of 2002 even though the ACIS (also known as the Tele -Works project) is not yet implemented. The public has been calling this telephone number with the expectation of reaching the new automated system. With the signing of contracts with Hansen and Tele -Works, the City is purchasing and implementing some very powerful tools to enable us to better manage this incoming voice traffic. Even with the use of these tools, however, there is still a need for a person to be available to intercept those calls that cannot be handled routinely by these new automated tools. The best use of these new tools includes the implementation of a centralized non- emergency call center. This call center would be staffed with a person who would be responsible to answer the incoming calls that are not handled by Tele -Works and Hansen and to act as ombudsman or guide for the citizens that walk in to the City Administration Building. Call Center Page 1 of 2 • • Using a call center organization is a common practice among cities that have these types of tools available to them. For instance, Tulsa uses a call center along with Hansen for its non -emergency calls from the public. We can leam from the experience of other cities. Benefits of a Non -Emergency CaII Center Several of the benefits of implementing the non -emergency call center at the City can be summarized in the following table: 1. Cost savings to the City in that we can focus our on-going training efforts on a few individuals rather than on a broad range of employees city-wide that would be taking the calls and entering data into the Hansen system for follow up on a work order or in a permitting/inspection case Also, the call center can help manage and respond to the large volume of calls that are currently coming into the Business Office. This unusually large call volume inhibits the ability of the Business Office to process utility payments and bills and to deal with the public on these utility topics. This is especially true for the upcoming end of season rush of activity due to the staffing constraints that are anticipated today 2 Citizens will not feel they are getting the 'run around' from the City in that the call taker will own every call taken and transferring an incoming caller to another extension will generally be done only at the caller's consent. The call taker will be cross -trained in the activities of the City divisions so that the call taker is properly informed and can understand the caller's needs and requests. 3. The public will be able to effectively use the published single central telephone number that currently is in the telephone book (718-7600). Staff Recommendation • Prepare a two-year implementation plan for a Call Center that will accomplish the goal of informing the public that the City has a single information number for their use in obtaining needed information for the City about the City or the community. • Define operating procedures, and organize a Call Center to be staffed in order to provide the single point of telephone answering and call handling within the City and to provide some immediate relief for the Business Office in handling the incoming call volume (5,200 calls) and the walk-in traffic for this end of season rush. • Obtain a resolution from Council permitting the hiring of a person to staff the non- emergency call center on a full time basis to make the best use of the new tools we have purchased and to provide needed relief as descnbed above. This position was anticipated in preparing the 2002 budget, it was budgeted in the 2002 budget and it was funded in the 2002 budget. Staff needs to get Council's approval to move forward with the filling of the position. During the past 2 years the City has paid out more than $10,000 for a part-time person to assist in the business office's annual close-out rush, in handling some of these incoming calls and in other City divisions as needed. We will roll the current year's budget for this part-time position amount into funding the call center when approved. Call Center Page 2 of 2 For Immediate Release — For Immediate Release — For Immediate Release — For Immediate Release 0 HANSEN PRESS RELEASE February 22 2002 Press Contact Information Marcella Rojas Marketing Department Hansen Information Technologies tel: 800.821.9316 email: marcella.rojas n hansen.com FAYETTEVILLE, ARKANSAS SELECTS HANSEN'S PERMITTING, PUBLIC WORKS AND CALL CENTER SOLUTIONS SACRAMENTO, CALIF. - FEBRUARY 22, 2002 — Hansen Information Technologies announced today that the City of Fayetteville, Arkansas selected the company's Permitting, Public Works and Call Center solutions to manage the assets, work orders, inspections, water, sewer, street, plant and customer service activities of the City. The new system will be used throughout the city's municipal government. It will improve the relationship among the City's business, environmental, university, neighborhood and government community. The City will be able to provide quality services in a time -efficient and cost effective manner, while streamlining business processes and decision support The Hansen contract includes software licensing, project management, data conversion, interface development and training, with an estimated contract value of $487,600. "Fayetteville wanted a system that was robust enough to meet the City's current needs and one that can be easily expanded in the future as required. The Hansen system will help us standardize the way we collect and use data and provide standards to improve internal communication," said Ted H. Webber, Director of Administrative Services. 'The system will manage our infrastructure assets, permitting, inspections and work orders, while enhancing communications with our citizens and customers." The City will replace several non-integrated systems with the Hansen solution, making it easier to track work orders, equipment and inventory items, as well as streamline customer service requests and problem reports for both internal and external customers. The City anticipates integrating the Hansen solution with other City systems such as the City's Interactive Voice Response (IVR) system. The IVR, when integrated with the Hansen system, will enable citizens to use both the telephone and the Internet to schedule, or inquire on the status of, an inspection action. Hansen's Complex/Parks module will also allow the City to identify and manage every aspect of the City's parks including buildings, streets, parking lots, lakes, sidewalks and playing fields. Preventive and operational maintenance can be better scheduled and coordinated among City parks. In addition, the system will generate building permits, requests for building inspections by type, and certificates of occupancy. Required monthly and quarterly reports will also be easier to prepare on a timely basis. Future considerations include using Hansen Mobile Solutions to complete electronic work orders in the field. The City of Fayetteville is responsible for maintaining 4,500 valves, 1,000 miles of pipe, 11,000 manholes, 1,000 miles of main that service over 31,200 accounts, and nearly 300 miles of road. The City issues over 820 building permits per year, performs over 27,700 associated inspections, and receives 33,100 calls a year. The system will provide the City with one common database that will integrate all the departments that do specialized work, and help departments minimize the amount of data that must be entered. 'We intend to use this municipal management system to better communicate among our departments and even more importantly, with the citizens of Fayetteville," said Fayetteville Mayor Dan Coady. The City's new system will be used by approximately 200 users, and will give them the ability to manage work activities and track customer calls from initial contact to problem resolution. The system will integrate with the City's award winning Geographic Information System (GIS) database that displays various components of water lines, sewer lift stations, water storage towers and city streets. The Hansen solution allows these items to also be available to citizens via the Internet using the GIS interface. To view the City's GIS Web site, please go to www.faygis,orp. The system's implementation will begin immediately and is to be completed in nine months. Through a cooperative agreement, the City is receiving additional implementation project support from the University of Arkansas. About Fayetteville The City of Fayetteville, also the county seat of Washington County, is located in the northwest comer of Arkansas. It is approximately 30 miles east of the Oklahoma border and 50 miles south of ilissouri. Sitting near the tallest of the mountains in For Immediate Release — For mmediate Release —For Immediate ease —For Immediate Release February 22, 2002 - Page 2 the Ozark Mountain Range, the city enjoys four distinct and beautiful seasons in a climate that for decades has drawn a variety of individuals seeking a special environment in which to live, work, and raise their families. The City's current population from the 2000 Special Census is 58,047. Based on that census, Fayetteville is the fourth largest city in Arkansas. It is known as the business and cultural center for northwest Arkansas. Fayetteville is home to the principal campus of the University of Arkansas system, which has contributed to higher education in the area for 125 years. The University contributes a dual role to the economic well- being of the community by drawing new industry to the area by its research resources and by serving as a labor pool with a wealth of highly educated people. The University's Genesis Business Incubator provides fledgling technology-based entrepreneurs with office space and shared services such as reception, secretarial and book keeping. Genesis clients have the advantage of on-site professional consultation from University of Arkansas personnel in a wide variety of specialized fields. And, in partnership with the City of Fayetteville the University is forming the Arkansas Research and Technology Park as one of its first steps in its new focus on expanding its research capabilities. The City employs approximately 644 people who provide services to residents through a $136 million operating budget Additional information about the City can be found at www.accessfayetteville.orv. About Hansen Information Technologies Hansen is the world's leading provider of Constituent Relationship Management (CRM) application solutions for the state and local government, providing an integrated Citizen Call Center, Asset Management, Building Permit, Code Enforcement, Public Works, Transportation, Property Tax and Utility Billing solution. Designed as corporate -styled solutions geared specifically for government, the company offers a frictionless architecture that allows secured access between citizens, business and government. The combination of the company's public sector business process models, implementation methodologies and technical expertise enables the company to deliver tangible economic benefits to its government clients worldwide For more information, please visit Hansen's Web site at www.hansen.com or call 916-921-0883. Please contact Denny Strange, Hansen's account manager for the region, at (916) 921-0883 for more information about this project. 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Re-Enm Center 8005 Church 72701-577,-361e Uptown Sckd 2350 Old FalltgtW M 72701 . ?3U56 - • .. • tl IA:P. rim'.)' 1 X AGENDA REQUEST CONTRACT REVIEW GRANT REVIEW • STAFF REVIEW FORM For the Fayetteville City Council meeting of April 19, 2002 • FROM: Ted Webber Administrative Name Division Administrative Department ACTION REQUIRED: RESowri ON To A-PPRov b nt F:ww6 ear- 7 M,ro-E M Fit6F.vcy tot. C. COM*. PbsinO�/ Tb ?*KC Fu CC %MbA.0-llfn6 or /Arty $:4r{wAR6 !CFC t:--Md-by reit Tr+f 1.3 CIS Ness OFF/ c..c. pucalmED ,4r/3 Pros/:P SuPPPo& COST TO CITY: q,gso , 00 ^v10 pet 0-. 00 Cost of this Request Category/Project Budget 1010-oISM 3$, 23ra Account Number Funds Used To Date I4I,og I Project Number Remaining Balance BUD ET RE IE • X Category/Project Name OFP Ce. t6 Ate Macron Program Name GaOstii.c Fund BGdget Coordinator Budgeted Item Budget Adjustment Attached Administrative Services Director CO RACT/GRANT/LEASE REVIEW: City Attorney 9 Purchasing Officer Date i L. Date 41810 a - Date GRANTING AGENCY: ADA Coordinator C -� ll\%UA/.V,C Stag Internal A itor Grant Officer Date il4o 2 - Date Date STAFF RECOMMENDATION: Division Head Department Director Date Date 3/29/0'2; Admi Svcs Director Date �d� 4,x/2 o2— Mayor 4112/02— tate Cross Reference New Item: Yes No Prey Ord/Res k: Orig Contract Date: FAYETTEVILLE THE CITY OF FAYETTEVILLE, ARKANSAS DEPARTMENTAL CORRESPONDENCE To: Ted Webber, Administrative Services From: Heather Woodruff, City Clerk Date: April 19, 2002 Please find attached a copy of Resolution No. 65-02 authorizing the hiring of one (1) full-time employee to staff the Non -Emergency Call Center. The original will be microfilmed and filed with the City Clerk. M cc: Nancy Smith, Internal Audit Michele Bechhold, Human Resources 010 03 Update Document Reference RES City of Fayetteville !Index Maintenance ite Action Date Ref. Taken Brief Description 4162002 65-02 • 5/01/2002 16.38:20 NON -EMERGENCY CALL CENTER/STAFF Enter Keywords • RES. 65-02 HIRING ONE FULL-TIME EMPLOYEE STAFF NON -EMERGENCY CALL CENTER CALL CENTER File Reference # • MICROFILM Security Class • Retention Type: _ Expiration Date • **** Active **** Date for Cont/Referred: Name Referred to • Cmdl-Return Cmd8-Retention Cmd5-Abstract Yes No cmd4-Delete Cmd3-End Press 'ENTER' to Continue (c) 1986-1992 Munimetrix Systems Corp.