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2019-066 Update on the Engage Denton ApplicationDate: April 12, 2019 Report No. 2019-066 INFORMAL STAFF REPORT TO MAYOR AND CITY COUNCIL SUBJECT Provide an update about the Engage Denton mobile phone and website application BACKGROUND The Engage Denton app serves as a convenient way for citizens to make requests for City services, report potholes and street issues, submit property maintenance issues, sign up for weekly solid waste and recycling reminders, pay utility bills, submit an online police report, and more. The app is available in the Apple App Store and Google Play, and can be accessed on the City of Denton website. As usage of the app has increased since its soft launch in June 2018, staff has also worked to add request types, improve customer service, and include additional app features to better serve citizens. This report outlines usage statistics and highlights for the first six months of FY19 (October 1, 2018 to March 31, 2019). DISCUSSION Engage Denton allows citizens to make requests through the app, which are then automatically routed within the system to the appropriate staff member responsible for that area. This helps to cut down on the need to locate and reassign the request to the appropriate staff member which improves response time. Another advantage of utilizing the app is that staff communicate directly with the residents through Engage Denton, and a history of that request and communication is kept. There are currently 15 main categories for users to choose from, and many of these have subcategories from which to choose (Attachment 1). Application administrators have been very strategic about the number and names of request types available to ensure that the user experience is not overwhelming. Between October 1, 2018 and March 31, 2019, the application was downloaded by 1,491 users. During that time 1,953 requests were made, an average of over 10 per day, and it took an average of 2.6 days to close those requests. The most common request type during this time was Property Maintenance Issues, which are mainly responded to by Community Improvement Services or Building Inspections. The next highest number of requests fell within the Other category. Having an “Other” category allows users to submit requests when they cannot locate the proper category. Staff has also been able to use the other requests to gauge interest in creating a new permanent request type. Additional usage statistics are displayed in Attachment 2. Staff has also worked to expand Engage Denton to make it more user friendly, and to incorporate additional features and services for the user. The following describes some of those initiatives. Date: April 12, 2019 Report No. 2019-066 Trash & Recycling Cart Reminders and Frequently Asked Questions Previously the City had a separate My-Waste mobile application that sent reminders about trash collection and included a frequently asked question feature for trash and recycling related questions. Solid Waste & Recycling, Sustainability, and Public Affairs staff worked together to consolidate functions and standardize them into the Engage Denton platform. Citizens can now use the Trash and Recycling widget in Engage Denton to sign up to receive push notifications, text messages, or e-mail reminders in the evening-prior or morning-of their collection day. This schedule will automatically adjust for holidays. Staff shared this information in the Resident Update, on social media, and also notified My-Waste users of the transition. The frequently asked questions feature is also integrated on the Recycling 101 webpage. Online Police Reports Integration The Police Department worked with Public Affairs staff to integrate the department’s online police reporting system into Engage Denton. Beginning in January, citizens were able to access online report through the Online Services menu on the app. Improving Denton Specific Commercial In January 2019, Capital Projects and Public Affairs worked with DTV to produce a new 30- second commercial highlighting the ease of making street repair requests through the Engage Denton app. Citizens that download the app can report potholes, sidewalks needing repair, signal timings, and many other streets-related issues. The look and feel of this ad mirrors the original Engage Denton commercial to create a consistent experience. The commercial runs on DTV, social media, and can be viewed on the City’s YouTube channel. Coyote Reporting and Sighting Map In January 2019, staff from Animal Services, Technology Services, and Public Affairs met to brainstorm the simplest and best way for residents to report local coyote sightings. The goal of these reports was to have them displayed in an online map to serve as an education tool for the public. The outcome was to include a Coyote Sighting request type under the Animal Issues heading to allow residents to report these sightings. Technology Services then works behind the scenes to take those requests and populate a GIS map that residents can view on the City’s website. Animal Services staff also logs any phone calls or other reports of coyotes into the system so that they are displayed on the map. Once the map was launched, Public Affairs assisted with outreach about the process and map. As of the end of March, there have been 91 reported sightings. Enhanced Customer Service The City is dedicated to providing outstanding customer service through the Engage Denton App. Requests that are made through the app should be treated the same as if the resident called the department on the phone with the request. Communication to residents on the app should be similar to in- person customer service that would be provided. Requests should have an initial response and status change within 48 business hours of the time the request was made. In February 2019, Engage Denton administrators developed a Customer Service Guide that provided staff with customer service expectations and examples. This was followed by meetings Date: April 12, 2019 Report No. 2019-066 and opportunities for questions. Administrators also conduct random Quality Assurance checks to make sure that a high-level of customer service is being offered. ATTACHMENTS 1. Engage Denton Category List 2. Engage Denton Usage Statistics STAFF CONTACT: Stuart Birdseye Management Analyst (940) 349-8009 stuart.birdseye@cityofdenton.com Amy Cunningham Marketing and Outreach Coordinator (940) 349-8117 Amy.cunningham@cityofdenton.com Request types Sub Categories Main CoordinationAnimal Issues Abandoned Animals, Barking Dog, Coyote Sighting, Animal ServicesCruelty to Animals, Dead Animal Pickup, Excessive WasteOdor, Housing Livestock, Housing Wildlife, Stray Animal, Other IssueBulk Item Pickup Appliances, Electronics, Furniture Item Customer ServiceHousehold Chemical CollectionCustomer ServiceGeneral SuggestionsPublic AffairsOther RequestsPublic AffairsPower OutageUtilities DispatchProperty Maintenance Issues Fence Issues, High Grass/Weeds over 12 inches, Outside Automatically assigns to appropriate CIS officerStorage of Objects, Rental Unit Complaints, Stagnant Water, based on districtTrash and Debris, Trash/Recycling Container PlacementSign Issues Traffic Sign, Commercial Sign, Other Sign Traffic or Building InspectionsStreet Light OutageUtilities DispatchStreet Sidewalk Issues Curb Repair, Debris in the Street, Guardrail Damage, Pothole, StreetsRoad Striping, Sidewalk RepairTraffic Signal Issues Traffic Signal Damage, Traffic Signal Timing Carol RobertsTree Issues Blocking a sidewalk, General Inquiries, In a Street Community Improvement Services, Public Affairs,StreetsVehicle Complaints Abandoned on‐street, Over a Sidewalk, Private Property Police Department or Community ImprovementWater Related EmergencyUtilities DispatchZoning Enforcement Issues Illegal Home Occupation, Storage Container Placed Without Building Inspectionsa Permit, Too Many Unrelated Occupants, Work Without a PermitENGAGE DENTON 1953total requests326requests per month on average2.6average days to close requests1491total downloads 75staff usersWith Engage Denton, residents have the ability to:ENGAGE DENTONOctober 1, 2018 - March 31, 20191032459Total App DownloadsApple iOSAndroid-Sumit requests for service-Report Potholes & street issues-Submit property maintenance issues-Sign up for weekly solid waste and recycling reminders4894592532372340100200300400500600NumberTop Five Most Common Request TypesProperty Maintenance IssuesOtherTrash and DebrisVehicle ComplaintsAnimal Issues3722682083363534160100200300400500Total RequestsRequests by MonthOctoberNovemberDecemberJanuaryFebruaryMarch