QUESTION
How does the Office of Technology And Innovation (OTI) measure public satisfaction after service completion, and what does the future hold for the resolution satisfaction dashboard?
1:10:42
·
170 sec
The Office of Technology And Innovation (OTI) uses a resolution satisfaction dashboard to measure public sentiment after service completion, with a public version of the dashboard expected to be launched by the end of the third quarter.
- OTI recently introduced a resolution satisfaction dashboard to monitor public sentiment towards the city's response to service requests.
- After services are marked as concluded, a survey is sent to participants who opt in, allowing them to express their satisfaction levels.
- There's a recognized misalignment between the agency's and the public's perception of what constitutes completed service, which the dashboard aims to address by providing real-time public satisfaction and sentiment data.
- A public version of this internally used dashboard is slated for release, allowing wider access to the data.
Erik D. Bottcher
1:10:42
The arguably more important piece is what happens after.
1:10:48
And
Alex Stein
1:10:49
could you
Erik D. Bottcher
1:10:49
tell us what how your surveys capture that level of satisfaction?
1:10:54
Yes.
Matthew Fraser
1:10:55
So we we've recently put in a dashboard across the administration, so we can start to take a look at public sentiment around our response to 301 jobs.
1:11:04
We call it our resolution satisfaction dashboard, and very similar to how we read our call center agents after a call is concluded, after service has been marked as concluded, we send a survey out to those that opt in.
1:11:19
So that they can give us their level of satisfaction.
1:11:23
But you'd be you wouldn't be surprised to find that their level of satisfaction with the work that's been completed is very different than their level of satisfaction with the call center agents as you as you just mentioned.
1:11:34
So when we looked at this, we had the information coming in, and we realized that there wasn't a vehicle or venue for agencies to look at it.
1:11:44
So the mayor has talked very publicly about a program called NYC Stat, where he'd like the ability to look at the operating metrics of the city so that can lead the city ship in a better direction.
1:11:54
Now for the first time ever, we have a dashboard where we can look at public satisfaction and sentiment in real time around our responses through in one jobs, and we can use that to correct some of that.
1:12:04
Now there there's a number of factors that come into play here.
1:12:07
I think some of them is a misalignment in terms of in terms of expectations.
1:12:12
When the agency believes to be what the agency believes to be a completed service versus what the public believes to be a completed service.
1:12:23
And that misalignment of expectation leaves us in a position where many people are not satisfied.
1:12:28
So I think the dashboard gives us insight in how people are feeling.
1:12:32
And it tells us the story of what we can do about our response to make that better.
Erik D. Bottcher
1:12:37
Is it a dashboard data available on the open data portal?
Matthew Fraser
1:12:41
So all data is available in open data, but we we leave it.
1:12:45
It's open, and people can analyze it.
1:12:48
But the dashboard that we built internally, very soon, we have a public version of that that's coming out so the public can see it themselves.
Erik D. Bottcher
1:12:54
Great.
1:12:54
When do you think that'll be ready?
Matthew Fraser
1:12:56
I I wish I could tell you when then will be now, but I believe by the end of the second quarter of this year, latest by the end of third quarter, it'll be it'll be ready.
Erik D. Bottcher
1:13:06
That's exciting, and it'd be great to have a briefing of the council members of how we could look at that and interact with that.
1:13:14
That'd be very helpful to us in our district offices.
Matthew Fraser
1:13:17
Sure thing.
1:13:17
So what we will do following this is we'll shut up demonstration so you can see how it looks so you can see the feedback that we're getting back, and we gladly give and only preview to anyone that wants it.
1:13:29
Thank you.
1:13:30
Thank you.
Jennifer Gutiérrez
1:13:31
Thank you.