HCCSI July, 2019

July's Service Index

The Hillsborough County Consolidated Service Index (HCCCI) shed just over three points during July, settling at 101.72. This score remains within the desired 100.0 to 110.0 point range. A reading of 101.72 implies that on a combined basis, the county’s customer service indicators are performing at a level +1.72% better than expected.

What happened in July?

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

  • Communications & Digital Media (2-way tie)
    • Web Services – Average problem resolution time
    • Social Media – Total engagement
  • Customer Service & Support
    • Call Center – Knowledge
  • Pet Resource Center
    • Shelter Operations – Average total calls per officer

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

  • Communications & Digital Media
    • Public Relations Production – Number of special recognitions/awards produced
  • Customer Service & Support
    • None – all nine customer service indicators achieved 90% of goal or better this month.
  • Pet Resource Center
    • Field Services – Total education calls made by 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: 44.67
  • Productivity: 27.25
  • Quality: 29.79

Top 5 contributors of July, 2019

  1. Social Media: Engagement @ 150.21%
  2. Citizen Engagement - Posted Signage @ 149.7%
  3. Web: Avg. Problem Resolution Time @ 149.7%
  4. Social Media: New Followers @ 127.0%
  5. Supervisor kennel inspections @ 114.0%
Figures may vary within a few one hundredths of a point due to rounding.