HCCSI October, 2019

October's Service Index

The Hillsborough County Consolidated Service Index (HCCSI) hit 106.52 in October, its highest point of the year. This implies that, on a combined basis, the county’s 37 customer service indicators are performing +6.52% better than expected. The index crossed the 106.00 level thanks in no small part to the outstanding customer service provided by the Pet Resource Center during October. It was the PRC’s best month of the year and the best performing month since the department began quantifying customer service delivery in 2018, with the various PRC sections posting strong results across the board.

What happened in October?

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

  • Communications & Digital Media (3-way tie)
    • Social Media – Engagement (65,510)
  • Customer Service & Support
    • Citizen Engagement – Signs Posted (150)
  • Pet Resource Center
    • Officer education-type calls logged (91 net)

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

  • Communications & Digital Media
    • Special recognitions (20)
  • Customer Service & Support
    • None – all nine customer service indicators achieved 90% of goal or better this month
  • Pet Resource Center
    • Average number of kennel/cage inspections made per day (2.29, SA)
    • Average time of day for the first kennel/cage inspection (12:44 pm, SA)

* 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: 46.34
  • Productivity: 35.75
  • Quality: 24.43

Top 5 contributors of October, 2019

  1. Total officer education calls made (PRC) @ 485.0%
  2. Citizen Engagement - Posted Signage @ 299.4%
  3. Neighborhood Relations Survey @ 205.11%
  4. Spay/neuter vouchers redeemed @ 196.99%
  5. Social Media: Engagement @ 150.21%
Figures may vary within a few one hundredths of a point due to rounding.