HCCSI September, 2019

September's Service Index

Customer service delivery as measured by the Hillsborough County Consolidated Service Index (HCCSI) held steady in the center of the desired 100.0 to 110.0 point range during September. For the month, the HCCSI changed little, closing at 105.48, versus 105.95 in August. A reading of 105.48 suggests that, on a combined basis, the County’s 37 customer service indicators are performing +5.48% better than expected. Moreover, the fact that the HCCSI held at +105.00 in consecutive months suggests consistent, quality service delivery by the combined staff heading into the final business quarter of 2019.

What happened in September?

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

  • Communications & Digital Media (3-way tie)
    • Web Services – Average problem resolution time
    • Social Media – New Followers
    • Social Media – Total engagement
  • Customer Service & Support
    • Citizen Engagement – Signs posted
  • Pet Resource Center
    • Officer education type calls logged

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

  • Communications & Digital Media
    • None – all 13 customer service indicators met or exceeded their goals
  • Customer Service & Support
    • None – all nine customer service indicators achieved 90% of goal or better this month
  • Pet Resource Center
    • Average weekly volunteer hours

* 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: 47.34
  • Productivity: 33.73
  • Quality: 24.41

Top 5 contributors of September, 2019

  1. Total officer education calls made (PRC) @ 389.0%
  2. Citizen Engagement - Posted Signage @ 299.4%
  3. Neighborhood Relations Survey @ 216.52%
  4. Social Media: Engagement @ 150.21%
  5. Social Media: New Followers @ 150.0%
Figures may vary within a few one hundredths of a point due to rounding.