The city’s 311 system received high customer satisfaction marks despite significant communication problems between 311 and city departments, according to an audit conducted for the City Controller’s Office.

Although 17% of survey respondents told city auditors a city department still had not resolved their problem, 85% of survey respondents said they were very satisfied, mostly satisfied, or satisfied with the city’s helpline.

"The 311 helpline has improved over the past four years, and our audit provides the opportunity to take service to the next level," City Controller Annise Parker said.

The helpline handles more than two million communications a year, including phone calls, e-mails and website requests.

Auditors commended 311 for being "well known throughout the United States and for being offered as a model solution for other cities.” Director Gloria Bingham was praised for being asked to make presentations at conferences throughout the US on how to successfully initiate a 311 service.

Customer satisfaction

The mixed numbers explain why auditors recommend improving communication between 311 and departments, which are expected to resolve the problem and give 311 or the citizen a progress report.    

       


As many callers realize, departments do not always resolve problems in a timely manner or inform the citizen or 311 about their progress. The audit recommends that 311 do a better job of letting departments know what it does and that call takers become more familiar with city departments by visiting them and following a service request all the way through the process.

Abandoned calls

The audit recommends reducing the relatively high number of hang-ups by citizens waiting on hold from 7.65% to no more than 4%.

When people call 311, about a third talk to a call taker immediately, while another third wait one minute. However, 22% wait two to five minutes, 4% remain on hold 5-10 minutes, and 1% wait more than 10 minutes.

Solutions

Although Houston is the only major 311 help center surveyed not open 24 hours, auditors suggest the city could improve the abandoned call rate and save about $800,000 by reducing the center's schedule and shifting personnel to peak call volume hours. This would mean the current 6 a.m. to midnight, seven-day-a-week schedule would change to 7 a.m. - 7 p.m. Monday-Friday and 8 a.m. - 5 p.m. Saturday. Other calls could be handled by asking callers to leave a voice message or by asking them to use the helpline’s website. The alternative is increased staffing.

Other audit recommendations:

• Improve communications within 311 to better inform call takers.
• Revise the ethnic mix of the workforce to reflect the diversity of the 311 customer base and provide more bilingual speakers in various languages.
• Improve call taker morale by considering opportunities to work together while off the phones.

         Firefighters finally get new contract

City Controller Annise Parker signs the new city firefighter contract after Mayor Bill White. Observers include (from left) Firefighters' Union President Roland Chavez and Fire Chief Phil Boriskie.

An audit  of the Fire Department bureau responsible for critical fire and hazardous material inspections gave low marks for management,  quality control, abuse of overtime, a manual reporting system and $470,000 in mostly unused 1999 computers.

The good news is that Fire Chief  Phil Boriskie, who requested the Controller's Office performance review, appears well on his way to carrying out audit recommendations for the Life Safety Bureau.

"This is a great example of a cooperative audit that helped a department head find new efficiencies," City Controller Annise Parker said. "We should put as much emphasis on fire prevention as fire supression."

Poor management, overtime abuse

The former assistant fire marshal in charge of daily operations bore the brunt of the criticism. According to the audit, he used a management style that "permitted overtime abuses" and "created an atmosphere of mistrust and fear of retribution." He has been temporarily reassigned awaiting the outcome of  "pending investigations and future appeals."

"The department has no single, comprehensive database of building evacuation plans, inspection results or hazardous materials storage. This could be crucial to firefighters' or citizens' safety," Parker said.

More than $400,000 worth of tablet PCs wasted

Eighty of the original 93 Fujitsu tablet PCs purchased for $471,652 in 1999 have never been unpacked because they can't be used without  "additional software. "

The bureau requested funds for the software for the next three years, but received nothing.   FY2004 budget documents note that the bureau determined  that the PCs – with screens designed to operate only in dim light –  were outdated and of little value.  HFD is reviewing the issue.  Chief Boriskie said a former "Mayor's Executive Assistant"  ordered the purchase, and "We agree that the hardware was ill advised..."

Other findings:

Inadequate computer data system  - Inspectors must return to the office to input into an outdated database.  The audit recommends implementing a computerized management reporting system to replace the mostly manual, non-integrated system.

Aging fleet -   Almost 70% of the vehicles have more than 122,000 miles.

Inadequate professional and job related training -  Chief Boriskie said the department is in the process of developing a comprehensive training program.

Inspection fees, last raised in 2002, do not cover division expenses.

Communications and specialty equipment - Many inspectors do not have have cell phones or pagers.

No comprehensive quality control program. No standardization in building/occupancy inspections.

The audit was conducted by the accounting firm of Mir, Fox and Rodriquez and is available at:  www.houstontx.gov/controller/audit.html .

While many Houstonians languished on packed highways  that Thursday and Friday or taped windows as Rita bore down, I  joined several city employees trying to respond to an overflow of desperate 311 calls. ________________
Controller's Perspective  __         

"I'm on oxygen. I'm afraid the power will go out," an elderly woman told me. "Where's a local shelter?" 

Since local shelters had not been announced yet, I could only assure her Metro would contact her about helping her evacuate.

"I'm in an old apartment," another caller said. "I have three kids, no transportation and no food in the house. Somebody please help me!"

This caller wasn't in an evacuation zone. What could I tell her? All I could really say was that I would make sure someone was aware of her situation.
                        
Deciding when to announce local shelters is a delicate matter for elected officials. Too soon and everyone seeks local shelter instead of evacuating or staying safely in place. Too late and – the results can also be tragic.

I believe we gave a slightly mixed message by telling people in the mandatory evacuation zone (storm surge zone) to leave, but then saying people should also leave if they live in an "area prone to flooding." How many Houstonians don't believe their homes could be flooded?

I applaud the quick formation of the Rita task force and the fact that its report will be ready in two months. An evacuation should go much smoother next time.

The Controller's Office has been working overtime processing more than 2,000 contracts for about 11,000 hurricane evacuee apartment units and homes, and FEMA just extended housing reimbursements from 6 to 12 months.  The final housing bill could total $250 million.

In light of the emergency situation, the Controller's Office has relaxed its requirement that a funding source be identified before a contract is issued. At this point, we are extremely concerned that FEMA may not continue to reimburse the city in a timely manner and that it may not pay us back for some expenditures.