HCCSI August, 2019

August's Service Index

Customer service delivery posted a solid month- over-month gain for August, closing up more than 4 points, according to the latest Hillsborough County Consolidated Service Index (HCCCI) measurements. That is a significant monthly gain and puts the index in the middle of the desired 100.0 to 110.0 point range. A reading of 105.95 suggests that, on a combined basis, the county’s 37 customer service indicators are performing +5.95% better than expected.

What happened in August?

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

  • Communications & Digital Media (3-way tie)
    • Web Services – Average problem resolution time
    • Social Media – Total engagement
    • Social Media – New Followers
  • Customer Service & Support
    • Citizen Engagement – Signs posted
  • Pet Resource Center
    • Accounting – Vet Clinic/Animal Hospital survey

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

  • Communications & Digital Media
    • Public Relations Production – Number of special recognitions/awards produced
  • Customer Service & Support
    • Call Center – Calls handled
  • 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: 49.66
  • Productivity: 30.98
  • Quality: 25.32

Top 5 contributors of August, 2019

  1. Citizen Engagement - Posted Signage @ 299.4%
  2. Neighborhood Relations Survey @ 221.02%
  3. Social Media: Engagement @ 150.21%
  4. Social Media: New Followers @ 150.0%
  5. Web: Avg. Problem Resolution Time @ 149.7%
Figures may vary within a few one hundredths of a point due to rounding.