HCCSI December, 2019

December's Service Index

Customer service delivery as measured by the Hillsborough County Consolidated Service Index (HCCSI) improved +0.53% during December. For the month, the HCCSI finished at 103.29 points versus 102.75 in the prior month. The 103.29 score implies that, on a combined basis, the county’s 35 customer service indicators are performing +3.29% better than goal. For all of 2019, the HCCSI averaged 103.67, indicating that customer service delivery was +3.67% above plan for the year. As a point of reference, the preliminary 2019 Hillsborough County Market Index – a weighted basket of local and state economic and business indicators – was 102.69. That illustrates that prevailing market conditions finished a very robust 2019 nearly one full point below the rate of customer service delivery by the three County Departments that comprise the HCCSI. This suggests a strong return on investment for Hillsborough County residents and businesses over the year.

What happened in December?

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

  • Communications & Digital Media (3-way tie)
    • Social Media – Engagement (59,355)
  • Customer Service & Support
    • Citizen Engagement – Signs Posted (114)
  • Pet Resource Center
    • Vet Services – Visits (3,147; a 3-month moving average)

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

  • Communications & Digital Media
    • Social Media – New Followers (782)
  • Customer Service & Support
    • None – all customer service measurements at 96% of goal or better
  • Pet Resource Center
    • Essential Daily Supplies: Ratio of on-hand-to-minimum expected (1.09X)

* 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: 47.33
  • Productivity: 31.76
  • Quality: 24.22

Top 5 contributors of December, 2019

  1. Total officer education calls made (PRC) @ 453.0%
  2. Neighborhood Relations Survey @ 318.92%
  3. Citizen Engagement - Posted Signage @ 232.34%
  4. Social Media: Engagement @ 150.21%
  5. Food supplies - reserve multiple @ 131.74%
Figures may vary within a few one hundredths of a point due to rounding.