November's Service Index

102.77

Customer service delivery as measured by the Hillsborough County Consolidated Service Index (HCCSI) remained well above goal during November, despite a slight month-to-month correction. November’s HCCSI finished at 102.75 points, dipping from a very strong 106.52 in October. The 102.75 score implies that, on a combined basis, the County’s 35 customer service indicators are performing +2.75% better than expected. The more stable three-month moving average (HCCSI- MA3) stands at 104.92, which is in the middle of the desired 100.00 to 110.00 point range. This suggests that, over the short-run, combined customer service by these three departments remains at a high level with one month remaining in the calendar year.

What happened in November?

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

• Communications & Digital Media (3-way tie)
  • Social Media – Engagement (76,653)
  • Social Media – New Followers (2,359)
  • Web Services – Average problem resolution time (5.1 hours)
• Customer Service & Support
  • Citizen Engagement – Signs Posted (124)
• Pet Resource Center
  • Licenses processed by Accounting (9,588; a 3-month moving average)

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

• Communications & Digital Media
  • Special recognitions produced (15; volatility due to seasonal demand)
• Customer Service & Support
  • Surveys received on the Office of Neighborhood Relations (average score of 4.13 on a 1 to 5 scale for their latest initiative)
• Pet Resource Center
  • Average number of calls made per field officer (dipped to 86 during November)

* 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.