HCCSI June, 2019

June's Service Index

Customer service delivery as measured by the Hillsborough County Consolidated Service Index (HCCSI) was essentially unchanged from May slipping 23 basis points to 104.75 for the month of June. This score remains in the very center of the desired 100.0 to 110.0 point range. A reading of 104.75 implies that on a combined basis, the county’s customer service indicators are performing at a level +4.75% better than expected.

What happened in June?

The top performing customer service indicators versus their monthly goals for June were:

  • Communications & Digital Media (3-way tie)
    • Web Services – Average problem resolution time
    • Social Media – Total engagement
    • Public Relations Production – Number of special recognitions/awards completed
  • Customer Service & Support
    • Citizen Engagement – Number of public notice signs posted per person
  • Pet Resource Center
    • Shelter Operations – Average time of the supervisor’s first kennel/cage inspection

The lagging customer service indicators versus their monthly goals for June were: *

  • Communications & Digital Media
    • Public Relations Production – Responses on the internal customer service survey
  • Customer Service & Support
    • Call Center – Customer service representatives’ observations in operations and procedural performance
  • Pet Resource Center
    • Field Services – Total education calls made by the officers

* Note: This does not necessarily mean that a customer service indicator did not achieve its goal or is performing poorly. These are just those customer service indicators that fared the least versus their monthly targets for the month; they may still be scoring relatively high. Please see the tables posted on the website for actual results.

The Hillsborough County Consolidated Service Index

Each month, we produce the Hillsborough County Consolidated Service Index (HCCSI). This monthly report objectively measures the performance of select departments and informs sound business decisions on how to allocate resources to best serve our customers. The HCCSI helps us ensure customer service excellence and rewards the positive contributions by our departments.

By Department Index

By Category

  • Customer Feedback: 44.4
  • Productivity: 30.24
  • Quality: 30.12

Top 5 contributors of June, 2019

  1. Social Media: Engagement @ 150.21%
  2. PR Production: Special Recognitions @ 150.0%
  3. Citizen Engagement - Posted Signage @ 149.7%
  4. Web: Avg. Problem Resolution Time @ 149.7%
  5. Supervisor kennel inspections @ 115.67%
Figures may vary within a few one hundredths of a point due to rounding.